Genesys Cloud - Main

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

Thanks Liore! Sounds great. Do you happen to know if this is also currently GA for the FedRAMP region?

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

#AICopilot(Agent,SupervisorAdmin)
#WEM-Quality,WFM,Gamification,etc

------------------------------
Liore Finkelstein
Product Manager
------------------------------

Thank you Liore, this should certainly help improve transcription quality. Is this already available in the APAC / AU region  or is the rollout happening region by region?

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-09-2026 15:58
From: Liore Finkelstein
Subject: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

#AICopilot(Agent,SupervisorAdmin)
#WEM-Quality,WFM,Gamification,etc

------------------------------
Liore Finkelstein
Product Manager
------------------------------

Hi Phaneendra, 

It is already available in all regions :)

Thank you Liore, this should certainly help improve transcription quality. Is this already available in the APAC / AU region  or is the rollout happening region by region?

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 03-09-2026 15:58
From: Liore Finkelstein
Subject: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

#AICopilot(Agent,SupervisorAdmin)
#WEM-Quality,WFM,Gamification,etc

------------------------------
Liore Finkelstein
Product Manager
------------------------------

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

@Liore Finkelstein - Are there plans to apply this same improvement to Copilot & Virtual Agent speech to text transcription? I can imagine that would have equally as positive impact on those experiences.

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

@Brian Jones @Liore Finkelstein

Are you saying STA and AI related functionalities(Copilot, VA) use different transcriptions engines/services ? 

------------------------------
Roman Vondracek
Technical Architect

Original Message:
Sent: 03-10-2026 00:02
From: Brian Jones
Subject: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

@Liore Finkelstein - Are there plans to apply this same improvement to Copilot & Virtual Agent speech to text transcription? I can imagine that would have equally as positive impact on those experiences.

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24

Original Message:
Sent: 03-09-2026 15:58
From: Liore Finkelstein
Subject: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

#AICopilot(Agent,SupervisorAdmin)
#WEM-Quality,WFM,Gamification,etc

------------------------------
Liore Finkelstein
Product Manager
------------------------------

I'd love to be wrong, @Roman Vondracek, but that was my understanding during the LA. It's also evident when comparing the transcription within Virtual Agents & Flow Execution History as well as during a live transcription in Copilot. Copilot transcription is harder to pin down at first glance, but the virtual agent & flow execution transcription difference is pretty evident.

Thoughts @Liore Finkelstein & @Anik Dey?

@Brian Jones @Liore Finkelstein

Are you saying STA and AI related functionalities(Copilot, VA) use different transcriptions engines/services ? 

@Liore Finkelstein - Are there plans to apply this same improvement to Copilot & Virtual Agent speech to text transcription? I can imagine that would have equally as positive impact on those experiences.

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

Hi @Roman Vondracek and @Brian Jones,

Agent Copilot is already benefiting from this improvement, and we are in the process of integrating the use of our native transcription engine for Virtual Agents. Will keep you posted!

I'd love to be wrong, @Roman Vondracek, but that was my understanding during the LA. It's also evident when comparing the transcription within Virtual Agents & Flow Execution History as well as during a live transcription in Copilot. Copilot transcription is harder to pin down at first glance, but the virtual agent & flow execution transcription difference is pretty evident.

Thoughts @Liore Finkelstein & @Anik Dey?

@Brian Jones @Liore Finkelstein

Are you saying STA and AI related functionalities(Copilot, VA) use different transcriptions engines/services ? 

@Liore Finkelstein - Are there plans to apply this same improvement to Copilot & Virtual Agent speech to text transcription? I can imagine that would have equally as positive impact on those experiences.

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!

We're excited to announce that our new and improved Genesys native Speech to Text transcription engine for English and Spanish dialects is now officially Generally Available!

This release represents a major step forward in transcription quality across voice interactions - and the best part:

There's no extra cost. No configuration required.

Customers using Genesys native transcription are automatically benefiting from the upgrade.

With this new engine, you can expect:

✅ Improved accuracy and reduced Word Error Rate

✅ Greater consistency powering downstream analytics like Sentiment Analysis, Topic Spotting, Empathy Analysis, AI Insights and Automated Scoring.

High-quality transcription is the foundation of Speech and Text Analytics and AI based insights. By strengthening that foundation, we're enabling more precise insights and automations.

We're excited for you to experience the impact - and would love to hear your feedback!