Genesys Cloud supported languages

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Architect-provided, generic prompts to indicate numbers, dates, days of the week, and months.

Audio playback that indicates a customer's wait time, designated order in queue, and verified customer input.

The dial-in menu for setting the voicemail greeting and PIN, and for accessing voicemail recordings. The ringback is what the caller hears before the agent answers before the call connects to an agent in an in-queue flow or similar, and is language-dependent.

Allows the agent to receive whisper audio, which lets them know what queue the caller entered before the agent connects to the call.

Converts spoken words to text within an Architect flow.

Converts text into audio for playback within an Architect flow.

Converts text into audio for playback within an Architect flow.

Converts audio into text for playback within an Architect flow. For more information, see About speech-to-text (STT) engines.

Uses Genesys native engine to transcribe contact center voice interactions into text.

* Genesys is actively seeking audio data to train voice transcription for these specific languages. For more information or to express interest, contact your Genesys account team.

Uses a third-party transcription engine to transcribe contact center voice interaction into text.

* This language is not available in the Singapore and Mexico AWS regions.

On demand translation of voice and digital voice transcripts. Translation comes from AWS Translate, based on language availability in the Supported languages and language codes in the AWS Amazon Translate Developer Guide.

Sentiment analysis classifies customer phrases as positive, negative, or neutral based on the words that are used. Agent empathy analysis analyzes an agent's level of empathy and emotional intelligence during interactions with customers, and classifies agent phrases as empathetic or unhelpful based on the words that are used.

* Genesys accepts data for training sentiment and agent empathy models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

Automatically redacts Payment Card Industry (PCI) data and Personally Identifiable Information (PII) data from recordings and transcripts.

* Genesys accepts data for training sensitive data masking models to improve accuracy across all dialects, but more specifically the indicated dialect. For more information or to express interest, contact your Genesys account team.

Spot important phrases in interactions for analysis, search, and reporting.

Discover topics and phrases of interest to add to your speech and text analytics program.

A predefined message window and launcher button that customers use to interact with bots and agents.

A tool to build bots within Architect and then integrate them into voice bot flows.

A tool to build bots within Architect and then integrate them into chat, email, and message flows.

Automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules.

Analyze chat, message, and transcripts to determine customer intents and utterances.

Add content sources and knowledge configurations that allow Knowledge Fabric to understand and respond to conversations, and ensure that customers get the answers they need.

A tool that allows knowledge authors to create and manage articles, refine the search process, and view performance. For information about knowledge base content search language support, see Knowledge base content search overview.

A tool that enables agents to offer potential answers to customer questions, either based on the content of the chat conversation or by manual search.

**Supported in outbound conversations.

A tool that enhances communication between the agent and the customer by determining customer intent and providing the relevant next best actions to the agent.

A tool that enables you to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can.

AI Studio: A tool that enables you to create an advanced conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations. Includes:

• AI Guides: A tool that enables you to create an advanced, conversational bot powered by Genesys AI that can respond intelligently to customer context, adapt their behavior dynamically, and act more naturally within conversations.
• Custom summaries:  As an organization, you can use customization to match your own writing style and easily capture business-relevant information. The customization capabilities encompass important dimensions, including conciseness, format, Personally Identifiable information (PII) redaction, custom insights about the conversation.

Automated, AI-generated capabilities that enable you to understand agent performance and either receive next best action recommendations or follows a meaningful action. Includes AI scoring, AI summaries, and AI insights. Transcript translation is part of Virtual Supervisor and Copilot.