Genesys Cloud - Main

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

Hello Layne,

I know that our developers are constantly working on this so the transcriptions will continue to get better over time. I have not heard a ton of issues with our supported languages so I am also curious if anyone else has any suggestions.

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

Hi Layne,

There are a number of factors in transcription including specific dialects and call quality.

Which language/dialect are you working with?

Are you using BYOC Cloud, Premise or Genesys Cloud Voice?

Can you show an example (obviously redacted) of something that was transcribed versus what you heard in the recording?

Errors can occur in transcription and some of these would warrant a care case such as where we have seen $ or £ added to the transcript when the customer did not reference currency.

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

#Telephony

------------------------------
Layne
------------------------------

@Layne Cornwall are you already using Dictionary management? 

https://help.mypurecloud.com/articles/improve-transcription-accuracy/

Feel free to connect with me if you're facing any specific issues. The product team can help you with that.

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 11-04-2025 07:13
From: Layne Cornwall
Subject: Call for opinions on Genesys Transcription - Feeback and experiences

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

#Telephony

------------------------------
Layne
------------------------------

Hi @Anik Dey

Speaking of Dictionary Management,
is there any plan to enable Dictionary Management for EVTS (AWS)? As more languages are being supported by Copilot, and since EVTS is the recommended transcription service for most of the languages, I'd like to ask if there are any best practices or guidance on how to use the transcription service effectively.

In particular - what's the recommendation between using the native transcription (with Dictionary Management support) versus EVTS (without Dictionary Management)?
For us, the lack of dictionary management in EVTS is a significant limitation.

Also, is there any comparison or benchmark showing how much better EVTS performs than the native transcription service - for example, for German language?

Of course, we can test and compare on our own, but that involves quite a bit of effort from the business units. It would be great to know Genesys' official best practices on this.

Btw, we aim to use nearly all languages currently supported by Copilot.

Thanks!

FYI: Idea submitted for the same topic: https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-429

@Layne Cornwall are you already using Dictionary management? 

https://help.mypurecloud.com/articles/improve-transcription-accuracy/

Feel free to connect with me if you're facing any specific issues. The product team can help you with that.

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 11-04-2025 07:13
From: Layne Cornwall
Subject: Call for opinions on Genesys Transcription - Feeback and experiences

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

#Telephony

------------------------------
Layne
------------------------------

Dictionary Management for EVTS is coming in Q1 2026. We have internal benchmarks; these will be available to customers under NDA. 

Our V4 engine for Native transcription will LA in December this year. We have seen really promising results for English on par with and beating the hyper-scalars in public benchmarks.

Hi @Anik Dey

Speaking of Dictionary Management,
is there any plan to enable Dictionary Management for EVTS (AWS)? As more languages are being supported by Copilot, and since EVTS is the recommended transcription service for most of the languages, I'd like to ask if there are any best practices or guidance on how to use the transcription service effectively.

In particular - what's the recommendation between using the native transcription (with Dictionary Management support) versus EVTS (without Dictionary Management)?
For us, the lack of dictionary management in EVTS is a significant limitation.

Also, is there any comparison or benchmark showing how much better EVTS performs than the native transcription service - for example, for German language?

Of course, we can test and compare on our own, but that involves quite a bit of effort from the business units. It would be great to know Genesys' official best practices on this.

Btw, we aim to use nearly all languages currently supported by Copilot.

Thanks!

FYI: Idea submitted for the same topic: https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-429

@Layne Cornwall are you already using Dictionary management? 

https://help.mypurecloud.com/articles/improve-transcription-accuracy/

Feel free to connect with me if you're facing any specific issues. The product team can help you with that.

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 11-04-2025 07:13
From: Layne Cornwall
Subject: Call for opinions on Genesys Transcription - Feeback and experiences

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

#Telephony

------------------------------
Layne
------------------------------

@Layne Cornwall are you already using Dictionary management? 

https://help.mypurecloud.com/articles/improve-transcription-accuracy/

Feel free to connect with me if you're facing any specific issues. The product team can help you with that.

------------------------------
Anik Dey
Genesys - Employees

Original Message:
Sent: 11-04-2025 07:13
From: Layne Cornwall
Subject: Call for opinions on Genesys Transcription - Feeback and experiences

I have noticed that the OOB Genesys transcription isn't always accurate and sometimes misses some major parts of a conversation.  We have played with confidence settings and dictionaries and while the transcription is 'good enough' to figure out what was going on during the interaction it still seems to be lacking on some of the recognition.

I was curious to hear other opinions and experiences with this.  Any third party integrations that have made a significant improvement to it?

#Telephony

------------------------------
Layne
------------------------------