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.
Since Genesys voice transcription focuses on your specific contact center conversations, it is best suited to transcribe your conversations. As a result, it consistently produces more accurate transcriptions of call center conversations when compared to general transcription engines.
The speech to text transcription model adapts and expands when phrases are added as part of a topic. By doing this, the recognition engine is tailored to find and highlight actionable areas in the transcription that facilitate targeted data search and retrieval.
For more information, see Understand voice transcripts.