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  • 1.  How/What to improve Genesys Agent Copilot NLU accuracy for industry specified domain terminology?

    Posted 02-05-2025 12:04

    Hi community, newbie to this topic,

    per subject:

    How/What to improve Genesys Agent Copilot NLU recognition  SST accuracy for industry specified domain terminology?

    I am piloting Genesys Copilot with default native Genesys SST /transcription engine. 

    There is certain domain terminology  or abbreviation that native engine seems not able to pick up nicely. 

    being asked of how and what to improve NLU recognition (SST) accuracy for industry specified domain terminology or abbreviation? Is there some sort of dictionary entry in Agent Copilot NLU setting which can be entered?


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Kevin Chen
    Senior Network Administrator
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  • 2.  RE: How/What to improve Genesys Agent Copilot NLU accuracy for industry specified domain terminology?

    Posted 02-05-2025 12:17

    Hello Kevin, 

    It sounds like you are going to have to play/train with the NLU. This can be done by following the instructions here. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: How/What to improve Genesys Agent Copilot NLU accuracy for industry specified domain terminology?

    Posted 02-11-2025 17:53

    @Cameron Tomlin, Thanks for info. The test NLU will work on intent. I am guesting slot type is more of related to my thinking.

    Technical question on how to setup in Agent Copilots - NLU setting- improving SST recognition accuracy with domain specified terminology. i.e. RRSP - Registered Retirement Savings Plan (RRSP)
     
    in Architect, Digital Bot Flow- Slot types which can be list of value with synonym, as similar idea to improve SST i.e. New York -  NY, NYC, JFK, Big Apple, La Guardia ...


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    Kevin Chen
    Senior Network Administrator
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    Original Message


  • 4.  RE: How/What to improve Genesys Agent Copilot NLU accuracy for industry specified domain terminology?
    Best Answer

    Posted 02-16-2025 14:57

    There's a release this week around dictionary terms for Copilot

    Enable Dictionary Management for Agent Copilot Customers 

    Agent Copilot Dictionary Management.

    Administrators can now use the Speech and Text Analytics > dictionaryterm permissions for Agent Copilot to add, manage, and delete words to improve transcription accuracy. With this update, administrators can add the Speech and Text Analytics > dictionaryterm permissions to the roles and grant access to dictionary management:

    • Speech and Text Analytics > dictionaryterm > View: Access to the Custom Dictionary page.
    • Speech and Text Analytics > dictionaryterm > Add: Upload documents, add words, and correct transcripts.
    • Speech and Text Analytics > dictionaryterm > Edit: Modify words in the dictionary.
    • Speech and Text Analytics > dictionaryterm > Delete: Remove words from the dictionary.

    This feature helps ensure that AI-powered summarization better reflects industry-specific terms, product names, and other unique vocabulary and reduces the need for agents to manually correct summaries.

    This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.


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    Will Bellerby
    CX Consultant
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    Original Message


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