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

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Layne
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