Work with dictionary management

AI-generated summary

Genesys Cloud's dictionary management feature enables users to enhance transcription accuracy by adding organization-specific terms into the system to ensure proper recognition of names, acronyms, and industry language in transcripts. Users can access dictionary management through Admin > Quality > Dictionary Management or Menu > Conversation Intelligence > Speech and Text Analytics > Dictionary Management to view, add, edit, and delete dictionary terms. When adding a term, users must specify the term (maximum), select a dialect, and optionally add up to 10 "sounds like" words to improve phonetic recognition. Users must include at least three example phrases (maximum 20 phrases) containing the term, and can configure a "Display As" field (50 character limit) to control how terms appear in transcripts. Dictionary entries apply to specific transcription engines—either Genesys Native Voice Transcription or Extended Voice Transcription Services (EVTS) using Amazon Web Services (AWS) Transcribe—and are tied to specific dialects. The system enforces technical constraints: all entries are processed in lowercase, special characters and capitalization are not supported, and only standard alphanumeric characters (a–z, 0–9) are permitted. For EVTS dictionary entries specifically, numbers must be spelled out, hyphens and unsupported special characters are prohibited, acronyms require periods, and multi-word terms use spaces. Dictionary entries progress through status states—Pending, Active, Failed, or Invalid—indicating application success. Entries are applied automatically after saving, with updates typically taking effect within 15 minutes. Changes apply to new interactions, though ongoing interactions may not immediately reflect updates. Access requires appropriate permissions including View, Add, Edit, and Delete permissions under Speech and Text Analytics > dictionaryterm. Users can edit existing terms to modify "sounds like" terms and example phrases, or delete terms entirely from the dictionary. Dictionary entries are engine-specific and not automatically migrated between transcription engines; users must manually recreate terms when switching engines, though identical terms can exist across multiple engines. The system validates entries during creation and editing, returning errors for unsupported characters, invalid formatting, or unsupported dialect-engine combinations

PrerequisitesClick to expand

Dictionary management lets you improve transcription accuracy by adding organization-specific terms. These terms help ensure that names, acronyms, and industry language appear correctly in transcripts.

You can create dictionary entries for these services:

Genesys native voice transcription
Extended Voice Transcription Services (EVTS) using Amazon Web Services (AWS) Transcribe

Each dictionary entry applies to a specific transcription engine and dialect.

How dictionary management works

Dictionary entries influence how the transcription engine recognizes and displays words in conversations.

Each entry is tied to a transcription engine and dialect.
Entries are processed and applied automatically after you save them.
Updates typically take effect within 15 minutes.
Changes apply to new interactions; ongoing interactions may not reflect updates immediately.

For more information, see Understand dictionary management.

When working with dictionary management, you can perform these actions:

View existing dictionary termsClick to expand

Add a term to dictionary managementClick to expand

Click Menu > Conversation Intelligence > Speech and Text Analytics > Dictionary Management.
Click Add Term.
Select the Transcription Engine that you want to target:
- Genesys Native Voice Transcription
- Extended Voice Transcription Services (EVTS)
Add a new term for a Genesys Native Voice Transcription dialect:
1. Under Term, add the term. The term cannot be more than 30 characters.
2. Select a dialect.
3. (Optional) In the Sounds Like field, type a word that sounds like the term to add and then press Enter. You can add up to 10 words.
4. To add an example of a phrase that can contain the new term, click Add Phrase.
  Note: Add at least three phrases. You cannot add more than 20 example phrases. The dictionary management system does not support special characters or capitalization. All entries are processed in lowercase and must contain only standard alphanumeric characters (a—z, 0–9).
5. Click Add to Dictionary.
Add a new term for an Extended Voice Transcription Services (EVTS) dialect:
1. Under Term, add the term. The term cannot be more than 30 characters.
2. Select a dialect.
3. In the Display As field, define how the term is shown in the interaction transcript (for example, four o one k -> 401K).
4. Click Add to Dictionary.