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Upcoming New Feature - Dictionary Management in UI

  • 1.  Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 04-19-2024 10:30

    We're very excited to announce that starting the week of May 20, 2024, we'll be rolling out Dictionary Management in the UI.

    Back in October, we released this capability through the API here:

    Voice transcription - What is dictionary management ? - Genesys Cloud Resource Center

    This feature will now be much more accessible to Genesys Cloud users with the appropriate permissions. It will be possible to add Terms, Example Phrases, and Sound Like words through the UI to improve the accuracy of transcription, especially for business or product specific terminology.

    Keep an eye out for more announcements as we get closer to release!


    #Roadmap/NewFeatures

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    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------


  • 2.  RE: Upcoming New Feature - Dictionary Management in UI

    Posted 04-23-2024 22:15

    Leor,

    Great to hear!  Question for you.  Would this eventually be able to consume grammars like the Nuance libraries or open source ones like Kaldi?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 04-24-2024 10:36

    Hey Robert!

    Thanks! On initial release, it will support terms the same way it does today through the API. The next step will likely be capitalization support and special characters. Grammars aren't likely to be supported as the language models work a bit differently. The "Sounds like" feature helps build the equivalent.

    Curious - are you seeing much usage of grammars in newer transcription engines? 

    Thanks again,

    Leor



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    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------



  • 4.  RE: Upcoming New Feature - Dictionary Management in UI

    Posted 04-25-2024 00:22

    Hey Leor,

    From what we see are the following:

    1. Insurance and heath benefit terms
    2. City/state slots
    3. Automotive parts
    4. Addresses
    5. Doctor names
    6. Physician specialties


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 04-25-2024 10:11

    Thanks so much, Robert!

    One area we're looking at for future expansion is the ability to add recordings of examples to Dictionary Management. This could further improve accuracy in the above examples.

    Leor



    ------------------------------
    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------



  • 6.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 05-20-2024 15:55

    Hi Leor,

    This is amazing!!

    The launch of this functionality is still May 20, if not, when will the launch of this one be?

    Thanks,
    Francisco Alvarez



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    Francisco Alvarez
    Genesys - Employees
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  • 7.  RE: Upcoming New Feature - Dictionary Management in UI

    Posted 05-22-2024 23:55

    Yes I don't see this on the release notes for this week.  What's our new ETA please Leor?  Looking forward to this one, but even more looking forward to the later recording example support.  We have similar use cases as what Robert's mentioned in the medical/healthcare industry.



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    Vaun McCarthy
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  • 8.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 29 days ago

    Hello Vaun,

    We're currently on track for the week of June 17, 2024. Looking into the soundsLike question!

    Leor



    ------------------------------
    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------



  • 9.  RE: Upcoming New Feature - Dictionary Management in UI

    Posted 7 days ago

    I still can't see this feature even though the release notes say it was released yesterday can you please confirm if it did get pushed out? Very excited about this feature. 



    ------------------------------
    Tanya Wood
    Telstra Corporation Ltd
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  • 10.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 7 days ago

    Hi Tanya! We're slowly rolling this out across regions. It should be fully enabled in all regions by tomorrow evening Eastern Time. 



    ------------------------------
    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------



  • 11.  RE: Upcoming New Feature - Dictionary Management in UI

    Posted 16 hours ago

    Hi Leor. I have been working with a client to improve recognition of some of the Australian council areas - we tend to roll words together. From tests so far it definitely has helped from recognising one specific area from about 10% to 50%. However I have found that using the new GUI you cannot set the boost value and when pulling data back through the API it defaults to "2". I have now increased the boost to "10" via the API and recognition is much higher. My question is, will the boost setting be added to the GUI? Is there a reason why it was not included in the first instance?



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    Malcolm Thompson
    Ensighted Pty Ltd
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  • 12.  RE: Upcoming New Feature - Dictionary Management in UI

    GENESYS
    Posted 3 hours ago

    Hi Malcolm,

    Thanks so much for the feedback. Very happy to hear the initial successes! 

    We're looking at adding the boost functionality into the UI as well - part of the conversation was trading off simplicity in the UI vs increased functionality. The default of 2 should work for most terms and being able to set everything to 10 could end up leading to a decrease in accuracy in some instances.

    Will update as we look to add more functionality to this feature.

    Leor



    ------------------------------
    Leor Grebler, Principal Product Manager - Voice Transcription
    leor.grebler@genesys.com
    Genesys - Employees
    ------------------------------



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