Workforce Engagement Management

Hello community,
 
We recently released updates to our transcription engine for French and Spanish native voice transcription that were meant to improve accuracy. However, due to a memory issue, we needed to roll back this update and delay it by several weeks. No transcription was negatively impacted and we hope to release again shortly.
 
Happy to answer any questions on this topic or other areas of work.
 
Sincerely,
 
Leor
 

#SpeechandTextAnalytics

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Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees
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Hi@Leor Grebler , just to confirm, does this means that Spanish voice transcripts don't work at all right now or just that the improvements were rollback?

We created a ticket with support and explain that all our voice transcripts for Spanish are there, however , it looks like the engine thinks the caller is speaking English, therefore the transcripts are pretty much useless.  Any thoughts?  Spanish transcripts should work, right?  What do you think could be causing our issue.  Let me know, thank you 

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Luis Fajardo
Life Extension
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Hello Luis,

Thanks for checking. To confirm, Spanish transcription absolutely still works. The only thing that we rolled back were the improvements to accuracy. These will go live again next week on November 1, 2023.

From your description, it sounds like you need to configure the language settings for transcription:

https://help.mypurecloud.com/articles/configure-voice-transcription/

Let me know if this helps!

Thanks so much,

Leor

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Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees
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Original Message:
Sent: 10-26-2023 17:11
From: Luis Fajardo
Subject: Delayed Transcription Improvements for French and Spanish Dialects

Hi@Leor Grebler , just to confirm, does this means that Spanish voice transcripts don't work at all right now or just that the improvements were rollback?

We created a ticket with support and explain that all our voice transcripts for Spanish are there, however , it looks like the engine thinks the caller is speaking English, therefore the transcripts are pretty much useless.  Any thoughts?  Spanish transcripts should work, right?  What do you think could be causing our issue.  Let me know, thank you 

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Luis Fajardo
Life Extension
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Following up that the improvement was released to production several days ago without issue!

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Leor Grebler, Principal Product Manager - Voice Transcription
leor.grebler@genesys.com
Genesys - Employees
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