August 16, 2023
Additional voice transcription accuracy improvements for Japanese
Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). This improvement adds the ability to automatically boost the recognition of specific words and phrases through topic configuration. For more information, see Understand program, topics and phrases. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud EX.
Sensitive Data Masking for voice interactions
Genesys Cloud now masks sensitive data in voice interactions. When administrators enable this feature in their org settings, Genesys Cloud redacts the voice recordings sections and voice transcripts that contain PCI or PII data. To access this information, users must have the Recording > Recording > View Sensitive Data permission. Genesys Cloud only masks sensitive data for transcribed voice interactions. For more information, see Understand voice transcripts, Work with a voice transcript, Work with an interaction overview, and View an interaction’s details. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.
Additional CX 1 Digital Add-On II capabilities
Genesys Cloud CX 1 organizations with the Digital Add-on II license can now leverage additional digital capabilities, including agentless digital notification APIs, email and SMS campaigns, and co-browse for web messaging. Genesys Cloud automatically adds co-browse for web messaging and agentless digital capabilities for SMS, open messaging, and WhatsApp. Organizations must request agentless email notifications and email campaigns access. Direct Genesys Cloud customers can add these capabilities from Outbound Email Campaigns and Agentless Email Notifications in the AppFoundry. Indirect customers can work with their partner to amend their subscription. For more information, see Add a bundle of digital channels to your subscription and the Genesys Community post. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II.