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  • 1.  Sentiment Analysis Voice Multiple Languages

    Posted 12-06-2023 09:17
    No replies, thread closed.

    All,

    I am trying to find out if I can perform sentiment analysis for multiple languages for voice calls.   We have mostly English queues but a few queues in French and Spanish.   I have it turen on but no analysis.  

    If I read the docuementation correctly,  it looks like it may be trunk dependent as the transcription takes place in the trunk.   

    I have read the community posts and I see that it supports this for digital but I don't see an answer for voice.  

    Thanks in advance,

    Bill


    #QualityManagement

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    William Goslin
    American Customer Care, Inc.
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  • 2.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-06-2023 10:10
    Edited by Anil Kumar Nagaraj 12-06-2023 10:11
    No replies, thread closed.

    Hi William Gosin,

                    You can go with the link https://help.mypurecloud.com/articles/configure-voice-transcription/ to understand the configuration part, its not mentioned that it will happen in the trunk. and you can also refer the link https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/ for the voice transcription supported languages .



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    Anil Kumar N

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    Original Message


  • 3.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-06-2023 13:15
    No replies, thread closed.
    Anil Kumar,

    Thanks for the prompt response,  it does state in article you referenced (https://help.mypurecloud.com/articles/configure-voice-transcription/)  that voice transcription should be set on the edge(trunk).   On the trunk, I can only select one language so how do I get two different languages to work.   Does the architect reference in the Article override the trunk selection?   

    I should mention that I am getting sentiment analysis on English queues:


    But not on French queues:



    Thanks again for your help.  

    Bill















    Original Message


  • 4.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-07-2023 05:29
    No replies, thread closed.

    Hi William

    Yes exactly as you have said, the language should be configured in the flow in architect

    The article provided is a great starting point to get this set up

    Thanks



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    Andy Boland
    Genesys - Employees
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    Original Message


  • 5.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-07-2023 06:11
    No replies, thread closed.

    HI William,

                You can set the language that the external and phone trunks use for any calls that come in through the trunk. This language setting can be overridden in Architect.

    https://help.mypurecloud.com/articles/set-the-trunk-language/



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    Anil Kumar N
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    Original Message


  • 6.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-11-2023 08:55
    No replies, thread closed.

    Sentiment Analysis is supported for both voice and digital for the following languages:

    • English
    • French
    • Spanish
    • Dutch
    • German
    • Italian
    • Japanese

    https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

    Were you able to properly configure the language in Architect?



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    Anik Dey
    Genesys - Employees
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    Original Message


  • 7.  RE: Sentiment Analysis Voice Multiple Languages

    Posted 12-11-2023 10:16
    No replies, thread closed.
    I just added the steps to the flow.   I will monitor and see how it works.   

    Thanks for the reminder,

    Bill




    Original Message


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