Hi!
In our company we have recently started working with Genesys Native Voice Transcripts. We have our own company data lake and export them there too for further analysis and summarisation using our own context trained LLMs. When we receive transcript files for calls with more than one agent participating we cannot understand how to distinguish between them.
The purpose for all internal paticipants is the same "agent" and in the transcript it appears like that:
"transcripts": [
{
"text": "bla ... bla",
"participantPurpose": "internal"
},
{
"text": "bla ... bla",
"participantPurpose": "external"
}
],
It doesn't contain any user ids, participant ids, only a purpose which doesn't match anything in the participant list and has no unique id.
The question is: how can we distinguish different internal/agent participants in the same transcript?
Thank you!
#VoiceTranscription #SpeechandTextAnalytics
#SpeechandTextAnalytics------------------------------
Ekaterina (Kate) Kononova
Product Development | Data, Analytics & Quality Management
Sweden
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