Voice transcription – What is the expected latency and level of accuracy for voice transcription?

Within Genesys Cloud, audio is transcribed in near real time, with a typical latency of 3-5 seconds, and is accessible through our Notifications APIs. The full interaction transcript becomes available in the Interaction Details UI immediately after the call, usually within 15 seconds.

For more information, see Genesys Cloud supported languages, How do I increase the accuracy of voice transcription?, Configure voice transcription, and How do I make sure that custom words, product names, and brand names are transcribed correctly?.

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.