The speech to text transcription model adapts and expands when terms are added using the Dictionary Management capability. If there is an important term that is consistently misinterpreted in voice interaction transcriptions, you can use dictionary management to improve accuracy. For more information, see What is dictionary management?. You can add terms, along with example phrases where they are likely to appear, and specify their pronunciation using the Dictionary Management API.

If there is an important term that is consistently misinterpreted in interaction transcriptions, you must perform the following to increase transcription accuracy:

  1. Add the term to the phrase list within a new or existing topic.
  2. Verify the specific topic is added to the topic list of the program used to transcribe the interactions.
 Note: Do not add phrases that include misspelt words or words you do not want transcribed.

For example, if the word COVID is regularly transcribed as covert, you should modify an existing topic, or create a new topic with phrases that contain the word covid. For instance, “tested for COVID,” “the COVID situation,” “COVID lockdowns,” and so on.

For more information, see Improving transcription accuracy, and Work with a phrase.