Genesys Cloud - Main

We're excited to announce an upcoming update to our English Speech and Text Analytics model, improving our ability to detect customer sentiment and agent behaviors 🤩

The updated model has been trained on a larger set of English conversations, delivering more accurate sentiment and agent behaviour detection.

No action is required - the new models will roll out automatically. 

As always, we'd love to hear your feedback

Hi Liore,

We're excited to continue to see these improvements to STA. Question for you, do you happen to know if the STA model has added/increased in IT terminology? I ask this because we see common acronyms and applications / products sometimes lean in a different direction. 

For example if I call in and ask for assistance with Microsoft Visio, I tend to see Visio transcribed as Vizio.

There may not be be a way to improve this behavior outside of adding dictionary entries. Just curious.

A secondary question would be, do you know if there are suggestions or tips / examples for configuring Semantic Model topic spotting? We'd like to lean into this as much as possible.

Appreciate any feedback and suggestions.

Regards,

Hi Liore,

Thanks for sharing! It's great to see continued improvements to Speech and Text Analytics. Looking forward to seeing how the updated model improves sentiment detection and agent behaviour insights in real-world conversations.