Dear community members,
when it comes to the transcription of voice contacts, EU (and especially for Germany) law is quite restrictive.
This leads us in our AI projects to the scenario, that we need to be able to toggle on/off the live transcription on a call basis. As of now, this is just an option on queue basis which doesn't help really and might cause severe consequences of not used legal conform.
We just set an idea on the idea portal to have this enhanced configuration within the Genesys platform.
You can find the idea here --> Genesys Cloud Ideas Portal
In case anyone has further questions on the requested enhancement of the feature, please feel free to get in touch here!
THANKS in advance! :)
#AIConfiguration #VoiceTranscription #Ideasandfeedback #Implementation #Security
#System/PlatformAdministration #Telephony
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Monika Gruber
Expert Contact Center Systems
1&1 Telecommunication SE
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