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  • 1.  COPILOT

    Posted 6 days ago

    We have Speech and Text Analytics enabled and post-call voice transcription is working correctly.

    However, when creating an Agent Copilot in AI Studio, the Transcription Service dropdown is empty and no transcription services are available for selection.

    BYOC Cloud is being used.

    Could you please verify whether the AI Studio Transcription Service has been provisioned for our organization or if any additional entitlement is required for real-time transcription with Agent Copilot?



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    Luis Antonio Padilla Yee
    na
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  • 2.  RE: COPILOT

    Posted 6 days ago

    Hello Luis. If you don't have a Genesys AE to confirm with, then you can open a ticket with Genesys Product Support to confirm what's provisioned on your Org.



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    Best,

    Paul Rapoza
    Genesys - Employees
    Professional Services Senior Project Manager
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  • 3.  RE: COPILOT

    Posted 5 days ago

    Hi Luis,

    Based on what you described, this behavior is typically related to provisioning and entitlements rather than an issue with Speech & Text Analytics itself.

    Even if post-call transcription is already working, Agent Copilot requires a different (real-time) transcription capability, which is not automatically enabled just by having Speech & Text Analytics or BYOC Cloud in place.

    Here are a few key points to consider:

    • Agent Copilot depends on real-time streaming transcription, while Speech & Text Analytics uses post-call processing. These are separate services from a provisioning perspective.
    • The fact that the Transcription Service dropdown is empty in AI Studio usually indicates that no real-time transcription provider has been provisioned for your org.
    • When using BYOC Cloud, additional configuration or entitlement may be required depending on how media services are set up.
    • In many cases, this requires enabling:
      • Genesys native real-time transcription (if available in your region), or
      • A configured third-party transcription integration supported by Agent Copilot

    Given this, I would recommend confirming the following:

    1. Whether your org has Agent Copilot real-time transcription entitlement enabled
    2. If a supported transcription service has been provisioned for AI Studio use
    3. Any region or media tier limitations that might affect availability
    4. If there are BYOC-specific constraints impacting real-time transcription

    Paul's recommendation is spot on - if you don't have direct access to your AE, opening a support case is the best path. Support can verify backend provisioning and confirm whether anything needs to be enabled on the Genesys side.

    In my experience, this is almost always resolved by enabling the correct entitlement or provisioning the transcription service rather than a configuration issue in AI Studio.

    Hope this helps clarify the situation.



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    Cesar Padilla
    INDRA COLOMBIA
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