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  • 1.  STT using Azure and an unsupported language in Genesys

    Posted 02-07-2024 09:47
    No replies, thread closed.

    Hi everyone,

    I am trying to somehow get past the limitations of language selection in the Bot Flow.

    The thing is, my language (is-IS) is not supported in the Bot Flow, but it is supported in the Call Flow?!?!.  I need to use the Bot Flow to call Azure Cognitive services, which does indeed support my language.  So far I am concluding there is no way past this using the Bot flows, even though the Bot Flow never has to do anything with the language, except just allowing the "is-IS" language code to be sent in the request to Azure.

    So my question is this: Can I use the Azure Cognitive Services to do STT transcription for me using my language (is-IS) and then return that transcription back to the Call Flow any other way than using the built Bot Flow? 

    I am not a programmer, so I am looking for something that would be rather straight forward to set up, using the APIs for example.  I would love to hear from anyone that has had to bypass the Genesys Cloud language limtations.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Integrations

    ------------------------------
    Egill Pálsson
    Advania Island ehf
    ------------------------------


  • 2.  RE: STT using Azure and an unsupported language in Genesys
    Best Answer

    Posted 02-07-2024 15:30
    No replies, thread closed.

    Hi Egill,

    us-IS is icelandic correct?

    It doesn't look like Icelandic is supported in bot flows

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

    Genesys doesn't have consistent language support across their flows, en-nz although recentlyish got added to bot flows is still missing from other areas. But they are constantly adding more language support which is nice. 

    I suggest you check out the Ideas portal and vote on ideas supporting the language modals you are after and creating an Idea if what you are after is missing.

    You may want to look at other bot providers that integrate with Genesys like Google Diaglowflow or Amazon Poly



    ------------------------------
    Anton Vroon
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  • 3.  RE: STT using Azure and an unsupported language in Genesys

    Posted 05-30-2025 08:29
    No replies, thread closed.

    Hi Egill,

    did you succeed to over pass limitation of languages in bot flow? We also have same problem.

    Vidmantas



    ------------------------------
    Vidmantas Zygus
    Systems expert
    ------------------------------



  • 4.  RE: STT using Azure and an unsupported language in Genesys

    Posted 05-30-2025 12:47
    No replies, thread closed.

    Hi @Vidmantas Zygus no we never got this resolved.  It is really annoying to not even allow people to use their own systems that actually work.   I did create a ticket with support, and I never got clear answers other than "No sorry" Icelandic is not supported in the bot flows. 

    But I do understand they are implementing something called "Transcriptor Connector" where we are supposed to be able to plug in our own Engines but I am not seeing exactly how we would use it in the bot flow yet.  Here is the information on the beta
    Genesys Cloud - Beta HQ - Genesys



    ------------------------------
    Egill Pálsson
    IT Specialist, IP Telephony
    ------------------------------

    Original Message


  • 5.  RE: STT using Azure and an unsupported language in Genesys

    Posted 06-04-2025 08:39
    No replies, thread closed.

    Egill, thanks for info about "Transcriptor Connector". I have spend some time reading docs, and what I found is that it will support only limited list of languages: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/  (Extended voice transcription service) and there isn't Icelandic  or Lithuanian what I need. So it seems that connector will be useless for us :(.

    Vidmantas



    ------------------------------
    Vidmantas Zygus
    Systems expert
    ------------------------------

    Original Message


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