FAQs: Speech and text analytics
Interaction transcripts are encrypted and safely stored to protect them from unauthorized… [More]
With speech and text analytics users within your organization can gain deep… [More]
To create topics for your business, best practice recommends that you follow… [More]
To set up voice transcription, best practice recommends that you follow these… [More]
The amount of time you can search for and retrieve an interaction… [More]
Voice transcription storage does not generate an extra cost. Transcripts do not count towards the… [More]
Voice transcription is a speech and text analytics feature and it is… [More]
Currently, voice transcription usage cannot be monitored externally. Genesys does measure voice… [More]
Speech and text analytics features are included as part of the Genesys… [More]
For transcripts, sentiment analysis is always automatically performed after transcription is complete,… [More]
Sentiment analysis automatically highlights the exact moment when a customer conveys positive,… [More]
Overall customer sentiment score The customer sentiment score aims to capture the… [More]
Currently, sentiment analysis is based solely on textual content that conveys specific… [More]
The sentiment trend is determined by comparing the sentiment events found in… [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]
No, email and chat attachments are not analyzed. Speech and text analytics… [More]
The speech and text analytics solution includes a variety of out-of-the-box topics… [More]
Although they are similar concepts, topics and bots are unique and serve… [More]
Yes, it is possible to turn off topic spotting in the IVR… [More]
To create a program and configure it as a default program, you… [More]
To generate and use out-of-the-box topics, you must invoke the create general… [More]
A program is a group of topics that provide instructions to speech… [More]
A topic encapsulates a business level intent detected within interactions. Key phrases… [More]
You can export transcripts from one or more interactions using the speech… [More]
The speech to text transcription model adapts and expands when phrases are added… [More]
Voice transcription – How do I make sure that custom words, product names, and brand names are transcribed correctly?
You can add new or custom words to the recognition engine lexicon… [More]
Voice transcription – Is voice transcription supported using third parties such as Amazon, Google, or Microsoft?
Third-party transcription engines are currently not supported.
Transcription accuracy rates can vary significantly within the contact center. Transcription accuracy is… [More]
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]