Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

Transcript : Getting numbers (eg: postal code, phone number etc) in words in call transcripts

  • 1.  Transcript : Getting numbers (eg: postal code, phone number etc) in words in call transcripts

    Posted 06-05-2025 18:29

    shamss | 2023-12-15 04:28:41 UTC | #1

    We are working with Genesys transcript feature. So when we say numbers, it is showing in words. Example : *Illinois 60015.* Getting transcript like : illinois six zero zero one five

    Here we are expecting phone number, postal code etc are in number format. How can we handle this case. Any configuration available to change this behaviour?

    Leor | 2024-01-08 17:21:52 UTC | #2

    Thanks for the feedback. We're working on this is two steps. The first is for near real time where you'll be able to see the normalized version of each utterance through the Notification API. The second, longer term, is post-call, which will normalize digits and other fields after the transcript is complete (within a few minutes). Currently, writing out numbers is the expected behavior for native voice transcription. Extended Voice Transcription Service does offer normalized text.

    shamss | 2024-01-11 11:00:19 UTC | #3

    Thanks for the reply.

    How can we enable the extended voice transcription service to get this mentioned behaviour ( getting numbers in number format)

    To get more clarify - Is the below statement correct?

    Currently it will not be available in near real time transcripts ( when we use the Notification API). So, to get the transcripts in the mentioned format, should we invoke any additional REST - POST call with the realtime transcripts?

    Please help

    We are using - https://apps.usw2.pure.cloud/ environment.

    Leor | 2024-01-11 18:33:35 UTC | #4

    Thanks for the message.

    You can get more detail on setting up EVTS here: https://help.mypurecloud.com/articles/purchase-and-install-extended-voice-transcription-services-from-genesys-appfoundry/

    On Native Voice transcription, normalization is not available either through notification or through post call. Once available, you'd need to access through the notification API as the interaction is occuring.

    Hope this helps,

    Leor

    shamss | 2024-01-12 04:28:10 UTC | #5

    Thanks for the details

    system | 2024-02-11 04:28:47 UTC | #6

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 23727



Related Content