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!

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 Liore, this looks like a great improvement for transcription quality.

Do you know if there are any plans to release this new engine for Portuguese (pt-BR) as well? I would really like to test it and compare the before vs. after accuracy in our environment.

This is especially important for us because features like AI Scoring rely heavily on the transcription quality to answer evaluation questions, so improvements in accuracy could significantly increase the efficiency and reliability of automated scoring.

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!

Thanks Liore, 

Since you are clearly mentioning that this will be at no cost, does this mean that the 70% drop in fair use from 6,500 to 1,950 minutes for concurrent users is only applicable to new contracts? Or would the previous fair use be maintained for teh enhanced native transciption?
thanks for clarifying this point since the fair use drop is huge.

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!

Liore, does this release include improved native transcription for Healthcare? Months ago they had demo'd this to the Healthcare Provider Community, but I've struggled to find an update on it since. 

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 Suzanne, 

You should see improvements for healthcare, although it's not called out as a dedicated healthcare release. This release introduces a new generation of our native transcription model, which improves accuracy broadly across domains - including healthcare use cases.

In addition, we previously released a model that incorporated more healthcare-specific training data. We also have another model update planned for June, which includes additional healthcare data as part of broader training improvements.

So while there isn't a standalone "healthcare model" release, these ongoing updates are continuously improving transcription quality in healthcare scenarios.

Happy to share more specifics if that would be useful.

Liore, does this release include improved native transcription for Healthcare? Months ago they had demo'd this to the Healthcare Provider Community, but I've struggled to find an update on it since. 

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 Suzanne, 

You should see improvements for healthcare, although it's not called out as a dedicated healthcare release. This release introduces a new generation of our native transcription model, which improves accuracy broadly across domains - including healthcare use cases.

In addition, we previously released a model that incorporated more healthcare-specific training data. We also have another model update planned for June, which includes additional healthcare data as part of broader training improvements.

So while there isn't a standalone "healthcare model" release, these ongoing updates are continuously improving transcription quality in healthcare scenarios.

Happy to share more specifics if that would be useful.

Liore, does this release include improved native transcription for Healthcare? Months ago they had demo'd this to the Healthcare Provider Community, but I've struggled to find an update on it since. 

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!