Genesys Cloud CX - Beta HQ

With the Beta to have the email notification of VM include the transcription enabled in our org, we have found that the transcription of numbers such as account number, phone number, etc is in words and not as numbers. Having these be detected and transcribed as digits makes it easier for the end user to easily view it and use it to pull up the customer's information too.

#BetaUpdate

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Thomson George
Nationwide Mutual Insurance Company
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Hi George - we have separate enhancement for both (1) punctuation and capitalization (https://genesyscloud.ideas.aha.io/ideas/UCC-I-695) and (2) number normalization (https://genesyscloud.ideas.aha.io/ideas/UCC-I-721).

The Genesys Cloud Transcription team just released the punctuation and capitalization features for the service writ large, so we will look to tackle that next.  Exact timing TBD but likely 2023.

Normalization work for the Transcription Service is starting but is early on and we don't have an ETA yet.  Once released, we will apply normalization to VM transcripts similar to pun/cap as above.

I hope this helps!  Let me know any other questions please.

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Trey Buck
Genesys - Employees
Senior Product Manager
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