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  • 1.  Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 20 days ago

    Hi everyone,

    We are currently using Agent Copilot and have identified an issue with transcription accuracy.

    For example, the word "Okta" is being transcribed as "Octa" in the interaction transcript, and this then carries through to the Copilot-generated summary.

    We have already added "Okta" in Dictionary Management, however it is still not being picked up correctly in the transcript or summary.

    Has anyone experienced a similar issue?
    Is there a way to improve transcription accuracy for specific terms?

    Appreciate any guidance.

    Thanks!


    #AICopilot(Agent,SupervisorAdmin)

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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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  • 2.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)
    Best Answer

    Posted 20 days ago

    Hey Phaneendra,

    I saw in the Dictionary Management article, they refer to this "Dictionary management is only supported for Genesys Cloud native transcription dialects." Understand dictionary management View summary - Genesys Cloud Resource Center  

    I'm wondering that it might not be resolving because of the transcription setting for Copilot?

    I guess the easiest way to test this would be have a user without Copilot say Okta a bunch in an interaction and then check the transcription and see if it uses Okta instead of Octa.



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    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


  • 3.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 20 days ago

    Thanks for the suggestion Robert, that's a good point.

    We're using the en-AU dialect with Genesys native transcription, so dictionary management should be supported. I'll run a test interaction without Copilot to confirm whether "Okta" is still being transcribed as "Octa" at the base transcript level.

    If the transcript itself is still showing "Octa" despite the dictionary entry, would that indicate a dialect/configuration limitation, or is there an additional step required to improve recognition accuracy for specific terms?

    I'll report back once I've tested.

    Appreciate the help.



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 4.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 17 days ago

    Hi Robert,

    I ran additional tests and confirmed that both the Interaction transcript and Copilot transcript show the same behavior, so this appears to be a transcription-layer issue rather than Copilot summarisation.

    "Okta" is sometimes correctly recognised, but we are also seeing variations such as "octa," "opta," and even "october very fine," which suggests the engine is applying phonetic matching with varying confidence.

    Since dictionary management biases recognition rather than forcing exact replacement, this may be a model confidence limitation rather than a configuration issue. We are using en-AU native transcription.

    Has anyone had success improving recognition accuracy for short brand names like this using phrase hints or multi-word dictionary entries?



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 5.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 17 days ago

    @Anik Dey - Any thoughts on the transcription concern raised here?



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    Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
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    Original Message


  • 6.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 16 days ago

    Adding @Liore Finkelstein for visibity

    Can you provide a screenshot of your Dictionary Management term Okta? Did you add Sounds Like and add example phrases?

    You could increase the boost value for Okta with the Dictionary API:

    https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#put-api-v2-speechandtextanalytics-dictionaryfeedback--dictionaryFeedbackId-



    ------------------------------
    Anik Dey
    Genesys - Employees
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    Original Message


  • 7.  RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

    Posted 16 days ago

    Thank you @Brian Jones for the tag.

    @Anik Dey here is what I have in the dictionary management and thank you for sharing the API to boost the value will look in to that as well.



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


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