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  • 1.  Limits on Summarization and AI Scoring

    Posted 04-18-2025 10:18

    We have noticed lately that calls over 1 hour seem to choke the AI for both summarization and for AI Scoring.  We sometimes get a message about summary either taking to long or that the data is too large.  For AI Scoring, it will either not score at all saying or a message: "Genesys AI could not accurately score this question" .  

    Has anyone else experienced this or had similar issues?  It is strange that the length of the recording is a limitation as the transcript is being used.

    @Anik Dey or @Jose Reyes, what are the real limits on these two?


    #QualityManagement
    #SpeechandTextAnalytics

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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 2.  RE: Limits on Summarization and AI Scoring

    Posted 04-20-2025 06:18

    Hi Robert, 
    For summarization: as you mentioned, it's not about the length of the recording but the transcript, specifically the number of words in the transcript.
    You can find documentation here: https://help.mypurecloud.com/articles/work-with-a-voice-transcript/ (under "View an AI-generated interaction summary"). Please see the last section, "Key considerations and limitations."

    Regards,
    Shai



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    Shai Alon
    Staff Software Engineer
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    Original Message


  • 3.  RE: Limits on Summarization and AI Scoring

    Posted 04-21-2025 10:12

    Hello Robert,

    For AI Scoring, as with summarization, the limit is not on the duration of a conversation, but rather the length of the transcription.

    There is an ~80K prompt character limit in place for AI scoring. The limit takes into account the conversation transcription, as well as the evaluation form itself (Question group name, questions, answers, help text, etc). 

    Regards,



    ------------------------------
    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
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    Original Message


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