Genesys Cloud - Main

Hi,

We have a customer who is wanting to add just about all the AI bells and whistles. Before they do, they want to test how good the transcription / STT is. They have sample audio files (One English, One Mandarin Chinese) that they want to run through the engine and see what comes out. (The recordings were made in a fairly noisy environment, typical of the calls they get.)

Before I start trying to create a flow and then figure out how to feed the files in, has anyone done this? Is there an official way / tool that can use Genesys' NLU engine to transcribe a file?

TIA

#AIConfiguration

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Hi Paul,

I haven't found an official Genesys tool that lets you upload an audio file directly and get back a native Genesys Cloud transcription.

From what I found, Genesys voice transcription is designed around actual voice interactions, so the simplest way to test STT quality would be to route the audio through a test call/flow with transcription enabled, then review the transcript from the interaction afterward.

References:
https://help.genesys.cloud/articles/about-voice-transcription/
https://help.genesys.cloud/articles/work-with-a-voice-transcript/

Hopefully someone from the community can confirm if there is a more direct test method, but I wasn't able to find one in the official docs.

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Phaneendra
Technical Solutions Consultant
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