Genesys Cloud - Main

Hello Benjamin, 

I need a bit more clarification about what you are looking for. Are you talking about learning management systems, local key management. Let me know so I can dig in and help you find something. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Cameron,

To transcribe a call (Speech-to-Text) or analyze a customer's anger (Sentiment Analysis), Genesys' AI servers (in the AWS cloud) need to be able to "hear" the audio file.

With LKM: The file is locked by a key that Genesys does not possess.

Could the potential consequences be that the following functionalities become unusable or are severely limited:

Genesys Cloud Voice Transcription (Native Transcription).
Sentiment Analysis & Topic Spotting (Post-Call Analysis).
Quality Management (QM)
etc...

Thank you

Regards

Ben

------------------------------


Original Message:
Sent: 01-14-2026 12:24
From: Cameron Tomlin
Subject: Genesys Cloud AI features linitations with LKM or KMS encryption

Hello Benjamin, 

I need a bit more clarification about what you are looking for. Are you talking about learning management systems, local key management. Let me know so I can dig in and help you find something. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Hello Ben, 

Yes you are correct, when using LKM there are significant implications for AI driven features that require access to audio content.

Based of my knowledge of how the LKM works, your org implements and maintains its own service to generate and store the public/private key pairs. With this the audio recordings are encrypted using your org's keys. Genesys does not have access to the private keys needed to decrypt the content. 

This would impact all the features you listed that require AI, as it cannot function as audio cannot be decrypted for processing. 

To put it plainly, yes anything that uses AI processing/transcription would cannot be decrypted/processed since its encrypted with a private key we do not have. 

Hope this helps.

Hi Cameron,

To transcribe a call (Speech-to-Text) or analyze a customer's anger (Sentiment Analysis), Genesys' AI servers (in the AWS cloud) need to be able to "hear" the audio file.

With LKM: The file is locked by a key that Genesys does not possess.

Could the potential consequences be that the following functionalities become unusable or are severely limited:

Genesys Cloud Voice Transcription (Native Transcription).
Sentiment Analysis & Topic Spotting (Post-Call Analysis).
Quality Management (QM)
etc...

Thank you

Regards

Ben

Original Message:
Sent: 01-14-2026 12:24
From: Cameron Tomlin
Subject: Genesys Cloud AI features linitations with LKM or KMS encryption

Hello Benjamin, 

I need a bit more clarification about what you are looking for. Are you talking about learning management systems, local key management. Let me know so I can dig in and help you find something. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Hi Cameron,

Thank you for your answer.

What's about KMS, is it the same ?

Thank you

Regards

Benjamin

Hello Ben, 

Yes you are correct, when using LKM there are significant implications for AI driven features that require access to audio content.

Based of my knowledge of how the LKM works, your org implements and maintains its own service to generate and store the public/private key pairs. With this the audio recordings are encrypted using your org's keys. Genesys does not have access to the private keys needed to decrypt the content. 

This would impact all the features you listed that require AI, as it cannot function as audio cannot be decrypted for processing. 

To put it plainly, yes anything that uses AI processing/transcription would cannot be decrypted/processed since its encrypted with a private key we do not have. 

Hope this helps.

Hi Cameron,

To transcribe a call (Speech-to-Text) or analyze a customer's anger (Sentiment Analysis), Genesys' AI servers (in the AWS cloud) need to be able to "hear" the audio file.

With LKM: The file is locked by a key that Genesys does not possess.

Could the potential consequences be that the following functionalities become unusable or are severely limited:

Genesys Cloud Voice Transcription (Native Transcription).
Sentiment Analysis & Topic Spotting (Post-Call Analysis).
Quality Management (QM)
etc...

Thank you

Regards

Ben

Original Message:
Sent: 01-14-2026 12:24
From: Cameron Tomlin
Subject: Genesys Cloud AI features linitations with LKM or KMS encryption

Hello Benjamin, 

I need a bit more clarification about what you are looking for. Are you talking about learning management systems, local key management. Let me know so I can dig in and help you find something. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator