Speech and text analytics Archives - Genesys Cloud Resource Center

Are interaction transcripts encrypted when stored in the cloud?

Interaction transcripts are encrypted and safely stored to protect them from unauthorized… [More]

Best practices – What is the best way to generate business value from speech and text analytics?

With speech and text analytics users within your organization can gain deep… [More]

Best practices for topic creation

To create topics for your business, best practice recommends that you follow… [More]

Best practices when setting up voice transcription

To set up voice transcription, best practice recommends that you follow these… [More]

Content search – For how long can you search for an interaction?

The amount of time you can search for and retrieve an interaction… [More]

Does Genesys Cloud stream media outside your region when using the Nuance Recognizer as a Service integration?

Genesys Cloud streams audio in real time to a user-configurable API URL endpoint for Nuance Recognizer as a Service (NRaaS). NRaaS is a Genesys Cloud integration with Nuance, an external provider, which requires Genesys to route requests to cloud services hosted outside the Genesys cloud infrastructure. Therefore, even if the Genesys Cloud organization that uses the NRaaS integration is located in Mumbai, Genesys Cloud cannot guarantee that it keeps all streamed audio exclusively within the Mumbai region. Also, if a Genesys org is based in Mumbai, but the NRaaS integration supports languages like Canadian French or Italian, Nuance serves those… [More]

How do I choose appropriate strictness values when entering a topic phrase?

To determine the optimal strictness for a phrase, start with a default… [More]

How much storage do transcripts consume and how much does this storage cost?

Voice transcription storage does not generate an extra cost. Transcripts do not count towards the… [More]

Licensing and costs – Are there any additional costs when voice transcription is enabled?

Voice transcription is a speech and text analytics feature and it is… [More]

Licensing and costs – Can voice transcription usage be monitored?

Currently, voice transcription usage cannot be monitored externally. Genesys does measure voice… [More]

Licensing and costs – What license do I need to use speech and text analytics?

Speech and text analytics features are included as part of the or… [More]

Sentiment analysis – Can I turn sentiment analysis on or off?

For transcripts, sentiment analysis is always automatically performed after transcription is complete,… [More]

Sentiment analysis – How do I use sentiment analysis to improve business operations?

Sentiment analysis automatically highlights the exact moment when a customer conveys positive,… [More]

Sentiment analysis – How is the overall customer sentiment score calculated?

Overall customer sentiment score The customer sentiment score aims to capture the… [More]

Sentiment analysis – Is sentiment analysis based on tone or pitch?

Currently, sentiment analysis is based solely on textual content that conveys specific… [More]

Sentiment analysis – What is the customer sentiment trend?

The sentiment trend is determined by comparing the sentiment events found closer… [More]

Sentiment analysis – What should I do to make sentiment analysis available for email, chat, and messages?

To run sentiment analysis for digital interactions (email, chats, and messages), you… [More]

Topic spotting – Are email and chat attachments analyzed?

No, email and chat attachments are not analyzed. Speech and text analytics… [More]

Topic spotting – Are there out-of-the-box topics?

The speech and text analytics solution includes a variety of out-of-the-box topics… [More]

Topic spotting – Are topics and intents from bots the same thing?

Although they are similar concepts, topics and bots are unique and serve… [More]

Topic spotting – Can I turn off topics detection in the IVR leg of the voice call?

Yes, it is possible to turn off topic spotting in the IVR… [More]

Topic spotting – How do I create and configure a default program?

To create a program and configure it as a default program, you… [More]

Topic spotting – How do I generate and use out-of-the-box topics?

To generate and use out-of-the-box topics, you must invoke the create general… [More]

Topic spotting – What are programs used for?

A program is a group of topics that provide instructions to speech… [More]

Topic spotting – What are topics used for?

A topic encapsulates a business level intent detected within interactions. Key phrases… [More]

Topic spotting – What is the best way to organize my topics ?

The best way to organize topics is to tag them. Tags provide… [More]

Voice transcription – Can I download a voice transcript?

You can export transcripts from one or more interactions using the speech… [More]

Voice transcription – How do I make sure that custom words, product names, and brand names are transcribed correctly?

A variety of factors can affect transcription accuracy. For more information, see… [More]

Voice transcription – How does Extended Voice Transcription Services provide customer data security?

Extended Voice Transcription Services streams media outside of Genesys Cloud to a… [More]

Voice transcription – How much does Extended Voice Transcription Services cost?

Extended Voice Transcription Services is billed based on per minute usage. For… [More]

Voice transcription – Is voice transcription supported using third parties such as Amazon, Google, or Microsoft?

Genesys Cloud uses its own native transcription engine and includes Extended Voice… [More]

Voice transcription – What is dictionary management ?

Dictionary management provides a means of improving recognition for business or domain-specific… [More]

Voice transcription – What is the accuracy of voice transcription and how do I increase it?