FAQs: Speech and text analytics

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

The best way to generate business value from speech and text analytics… [More]

Best practices when creating topics for your business

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]

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

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

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

Sentiment analysis is part of the voice transcription service, and the two… [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 customer sentiment score calculated?

The customer sentiment score represents the customer’s overall sentiment from -100 to… [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 customer sentiment trend is determined by comparing the sentiment in the… [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 – 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]

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 increase the accuracy of voice transcription?

The speech to text transcription model adapts and expands when phrases are added… [More]

Voice transcription – What is the expected level of accuracy when working voice transcription?

Transcription accuracy rates can vary significantly within the contact center.   Transcription accuracy is… [More]

Voice transcription – What makes Genesys voice transcription unique and better than third parties?

The language model used within the Genesys voice transcription capability is trained based on contact center conversations. … [More]

Voice transcription – When I play back a recording the transcript time and the audio are not synchronized. What should I do?

Interaction player and transcription synchronization mismatches occur when there is a clock… [More]

Voice transcription – Why are there so many ellipses (…) in my voice transcriptions instead of words?

The transcription confidence filter dictates the frequency of finding ellipses (…), in… [More]