Genesys Cloud - Main

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter

Hello Peter,

I'm having a difficult time finding the right info in the Resource Center, I did find an older thread where @Robert Wakefield-Carl was discussing this with another another Community member. I believe you would want to use either the Default or V3.

You may want to leave feedback on this Resource Center article, asking for some additional clarification on the different versions.

If you would like to have changes made to the Resource Center article, we encourage you to utilize the Was this article helpful? feature at the bottom of the pages. If you select No, you are able to leave feedback that will be sent to the team that manages those articles.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 06-09-2025 12:48
From: Peter Stoltenberg
Subject: Genesys Cloud Speech to Text - Enhanced V1, V2 and V3,

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter

#ConversationalAI(Bots,AgentAssist,etc.)

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Peter Stoltenberg
TTEC Digital
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Can someone from Genesys please provide a good, clear answer as to what these new settings are and how they work? There's an incident going on right now that is throwing an error for bots using Enhanced TTS v1, so we're being told to switch to Enhanced TTS v2.

That's not great, but at least I have all my flows set to use the org default TTS engine(example below), so I can just go change it in one place, right?

I don't feel really great about having to manually update every production bot flow to a setting that I don't even know the full impact of, all without any testing. Is it a different TTS provider? Does it use the same voices? Does it pronounce everything the same? Does it cost the same? etc.

------------------------------
Dave Halderman
Business Analyst

Original Message:
Sent: 06-10-2025 16:28
From: Jason Kleitz
Subject: Genesys Cloud Speech to Text - Enhanced V1, V2 and V3,

Hello Peter,

I'm having a difficult time finding the right info in the Resource Center, I did find an older thread where @Robert Wakefield-Carl was discussing this with another another Community member. I believe you would want to use either the Default or V3.

You may want to leave feedback on this Resource Center article, asking for some additional clarification on the different versions.

If you would like to have changes made to the Resource Center article, we encourage you to utilize the Was this article helpful? feature at the bottom of the pages. If you select No, you are able to leave feedback that will be sent to the team that manages those articles.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 06-09-2025 12:48
From: Peter Stoltenberg
Subject: Genesys Cloud Speech to Text - Enhanced V1, V2 and V3,

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Peter Stoltenberg
TTEC Digital
------------------------------

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter

These are all different STT engines. For full transparency, v1 is Google, v2 is Microsoft, and v3 is AWS Transcribe. We don't want you to have to make a choice based on the vendor name, even though you may have some insight into which performs better or worse, each has its pluses and minuses for different use cases. 

Our recommendation is to set it to the most current version, which would be v3, and overall it will perform best with our bots/VA for a variety of reasons, across a variety of use cases.

If you choose default, then we will automatically choose the most current version for you, and if there is ever a v4, we will automatically move you to it, which means your results could change (though it should be for the better). If you don't want your results to change then stick with v3 or whichever version you have been testing with. 

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter

Question @Mitchell Mason - The supported language for our bots are set to 'Default', but in italics below that dropdown it says we're using v2, not v3. Per your statement above, shouldn't the system have "automatically chosen v3" for us? Currently we want the system to choose the latest for us 😁

These are all different STT engines. For full transparency, v1 is Google, v2 is Microsoft, and v3 is AWS Transcribe. We don't want you to have to make a choice based on the vendor name, even though you may have some insight into which performs better or worse, each has its pluses and minuses for different use cases. 

Our recommendation is to set it to the most current version, which would be v3, and overall it will perform best with our bots/VA for a variety of reasons, across a variety of use cases.

If you choose default, then we will automatically choose the most current version for you, and if there is ever a v4, we will automatically move you to it, which means your results could change (though it should be for the better). If you don't want your results to change then stick with v3 or whichever version you have been testing with. 

Hi all,

I was playing around in a Voice Bot last week and noticed something I hadn't seen before. Native Speech to Text selection inside of the Support Languages container. I am familiar with BYO-STT via MSFT Cognitive Services, etc, but I didn't realize Genesys exposed this selection, specifically using it's native STT engines.

Would anyone be able to outline the differences between these 3 versions? Should we just use V3, because it's the latest? Any detail or context would be great!

Thanks,

Peter