We're removing the Transcription Confidence Threshold setting from Speech and Text Analytics and setting the threshold to 0 for all organizations.
What this means:
✅ Complete transcripts with every transcribed word preserved
✅ No more ellipses (…) replacing low-confidence transcript segments
✅ Better visibility into every customer interaction
✅ The transcription confidence threshold is no longer configurable
If you've previously configured a custom transcription confidence threshold, there's nothing you need to do. Genesys Cloud will remove the setting automatically, and all transcripts will include every transcribed word.
As transcription accuracy has continued to improve, preserving the full transcript now delivers more value than filtering low-confidence segments. It also helps improve downstream AI capabilities like sentiment analysis, topic detection, interaction summaries, and more.
#WEM-Quality,WFM,Gamification,etc------------------------------
Liore Finkelstein
Product Manager
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