Genesys Cloud - Main

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

How can we extract normal voice calls transcript with Confidence score if possible in bulk? (without any bots)

  Thread closed by the administrator, not accepting new replies.

  • 1.  How can we extract normal voice calls transcript with Confidence score if possible in bulk? (without any bots)

    Posted 11-13-2024 12:16
    Edited by Khurshid Ali 11-14-2024 10:51
    No replies, thread closed.

    Hello Community,

    We have a requirement, where we can get ALL the transcripts including IVR Menu and Speech recognition from the customer to speak those menu options they want to select and with the total call transcripts

    And get the confidence level score for those spoken words for both IVR menu and what customer spoke on the IVR with call transcripts during the conversation with an agent.

    How to get this data in bulk?

    Thanks & Regards,

    Khurshid Ali


    #API/Integrations
    #Reporting/Analytics

    ------------------------------
    Khurshid Ali
    Senior Service Engineer
    ------------------------------



  • 2.  RE: How can we extract normal voice calls transcript with Confidence score if possible in bulk? (without any bots)

    Posted 11-20-2024 08:35
    No replies, thread closed.

    Hello Khurshid and welcome to the Genesys Community, 

    I would take a look at this documentation and see if it matches your needs. I think this also pulls the data from the IVR/Speech Recognition. I would also post any questions about this in the developer forums as well. 

    Cheers,



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



  • 3.  RE: How can we extract normal voice calls transcript with Confidence score if possible in bulk? (without any bots)
    Best Answer

    Posted 11-20-2024 09:23
    No replies, thread closed.

    Hi Kurshid,

    This is not currently available in but it is an upcoming development. Assuming you are recording and transcribing your IVRs you will get IVR transcript data as well. Confidence scoring is also part of this, however that is the confidence of the transcript not the ASR for menu selection.

    The idea to vote on is https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-45 .



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



Related Content