Transcription Services with Salesforce, AWS and AI Integration

01 — Challenge

Fragmented workflows, manual manager intervention at every step

A US-based transcription and translation service provider needed a robust system to manage audio files, transcription, and translation services efficiently. Existing workflows were fragmented, requiring manual intervention by managers and lacking centralised data management.

Audio File Storage and Access: No secure, scalable way to store large volumes of audio files and make them accessible for processing and transcription.
Complex Permissions: Managing configurations and user permissions across different systems for customers, transcriptionists, and managers.
Manual Transcription and Formatting: Transcribing audio and formatting outputs into editable Word documents required significant manual effort at every step.
Integration Complexity: No seamless flow of data between storage, transcription tools, and Salesforce — each step was a manual handoff.

02 — Solution

End-to-end automated pipeline: upload → transcribe → formatted document

TrueSolv built a scalable, automated solution combining Salesforce Experience Cloud with Amazon AWS integration — two custom self-service portals, an AI transcription pipeline, and centralised configuration management.

Customer self-service portal on Salesforce Experience Cloud showing audio file upload and transcription order status

Customer Portal built on Salesforce Experience Cloud — audio upload, transcription status, and formatted document download in one interface.

Salesforce Experience Cloud Portals

Customer Portal + Transcriptionist Portal — built on Experience Cloud

Developed two comprehensive web portals: a Customer Portal for uploading audio files and downloading completed transcriptions, and a Transcriptionist Portal for managing assigned work. Custom CSS and Tailwind CSS deliver responsive, branded interfaces. Salesforce Custom Metadata manages AWS credentials and portal configurations dynamically.

Amazon AWS Integration — S3 and Lambda

Secure scalable storage with Apex-triggered transcription

Audio files are securely uploaded to and retrieved from an AWS S3 bucket — scalable, reliable, compliant storage. An Apex-triggered button requests transcription via an AWS Lambda function, initiating the automated processing pipeline.

Whisper AI Transcription + ChatGPT Formatting

Automated transcription → clean formatted Word document

AWS handles audio file processing, with Whisper AI performing transcription and ChatGPT and JavaScript libraries producing clean, formatted Word documents on the AWS side. Completed documents sync automatically to Salesforce and both portals for immediate access.

Command Bar Navigation and Workflow Integration

Efficient pre-configured navigation flows within the portal

A dynamic Command Bar loaded through the Customer Portal enables efficient navigation and integration of pre-configured workflows — allowing users to move through the system without training overhead.

"Every transcription job used to require a manager to move files, check assignments, and chase up formatting. Now the whole pipeline runs automatically — the team just handles exceptions."

Before TrueSolv, our workflow was held together by email threads and shared folders. Audio came in, a manager had to download it, assign it, chase the transcriptionist, then reformat the output before sending it back. TrueSolv automated the entire process — upload, assign, transcribe, format, deliver. Our turnaround times dropped and our operations team can now focus on quality rather than logistics. The AWS and Whisper AI integration was exactly what we needed.

Thomas M.

Operations Director · US Transcription Service

04 — Results

Manual effort eliminated, turnaround times reduced, team freed for quality work

Fully Automated Pipeline

Self-service portals and automated transcription/formatting eliminated all manual handoffs — turnaround times dropped, team focus shifted to higher-value work.

Secure, Scalable Storage

AWS S3 integration ensures reliable and compliant audio file storage with seamless access for transcription — no volume ceiling.

Centralised Configuration

Salesforce Custom Metadata and Settings streamlined the administration of user permissions, workflows, and AWS credentials — one place, no fragmentation.

Future-Ready Architecture

The scalable and modular design enables easy adoption of additional integrations and features — built to grow with the business.

05 — Technologies

Built with

Salesforce Experience Cloud

Amazon S3

AWS Lambda

Apex & LWC

Whisper AI

ChatGPT

Tailwind CSS

REST API

Command Bar

For Service Businesses with Complex Document Workflows

Still moving files by hand
and chasing transcripts by email?

If your workflow involves audio, documents, or media moving through multiple manual steps, we'll automate it on Salesforce with AWS — secure storage, AI processing, and formatted delivery, end to end.

Custom Experience Cloud portals

AWS S3 secure storage integration

AI-powered processing (Whisper, ChatGPT)

Automated document generation

Apex + Lambda workflow automation

Scalable, modular architecture

Book a Free Consultation See Custom Development