Workforce Engagement Management

We have noticed lately that calls over 1 hour seem to choke the AI for both summarization and for AI Scoring.  We sometimes get a message about summary either taking to long or that the data is too large.  For AI Scoring, it will either not score at all saying or a message: "Genesys AI could not accurately score this question" .  

Has anyone else experienced this or had similar issues?  It is strange that the length of the recording is a limitation as the transcript is being used.

@Anik Dey or @Jose Reyes, what are the real limits on these two?

#QualityManagement
#SpeechandTextAnalytics

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hi Robert, 
For summarization: as you mentioned, it's not about the length of the recording but the transcript, specifically the number of words in the transcript.
You can find documentation here: https://help.mypurecloud.com/articles/work-with-a-voice-transcript/ (under "View an AI-generated interaction summary"). Please see the last section, "Key considerations and limitations."

Regards,
Shai

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Shai Alon
Staff Software Engineer
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Hello Robert,

For AI Scoring, as with summarization, the limit is not on the duration of a conversation, but rather the length of the transcription.

There is an ~80K prompt character limit in place for AI scoring. The limit takes into account the conversation transcription, as well as the evaluation form itself (Question group name, questions, answers, help text, etc). 

Regards,

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Jose Ruiz
Genesys - Employees
Product Manager
jose.ruiz@genesys.com
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