Genesys Cloud – Deprecation: native voice transcription (V2) for Polish (pl-PL)

On the effective date, Genesys Cloud will deprecate the native voice transcription engine for Polish (pl-PL) and transition customers to extended voice transcription (EVTS).

The native transcription engine for Polish is based on a legacy architecture and does not meet current accuracy and quality standards. Genesys Cloud will standardize on EVTS as the supported transcription service for Polish moving forward.

FAQs

Am I affected?

You are affected if your organization currently uses native voice transcription for Polish (pl-PL).

You may be impacted if:

• You have voice transcription enabled for Polish using the native engine.
• You rely on transcription outputs for analytics, compliance, or downstream AI features.

What do I need to do before the removal date?

Before the effective date, Genesys recommends that you perform the following preparatory steps:

• Identify where Polish transcription is currently used in your organization.
• Confirm whether native transcription is enabled for Polish.
• Coordinate with your Genesys account team to plan migration to EVTS.
• Select the transcription engine from the Program page within Speech and Text Analytics.
• Validate EVTS transcription behavior in a test environment, if applicable.

What is the impact on my existing configuration?

• Native voice transcription for Polish will no longer be available after the effective date.
• Transcription for Polish will be provided through EVTS.
• Transcription output quality and formatting may differ due to improvements in the EVTS engine.

How can I prepare for this deprecation?

If your organization uses native Polish transcription, ensure that you migrate to EVTS before the effective date by using the following guidelines:

• Work with your account team to transition to the EVTS transcription service.
• Update licensing to include the SKU: GC-170-NV-VOICETRANSCRIPTION, which includes fair use allocation for EVTS.
• Validate transcription outputs for your use cases, including analytics and downstream processing.
• Update any dependencies that rely on legacy transcription behavior.

EVTS provides:

• Improved transcription accuracy.
• A modern, scalable architecture.
• Ongoing model updates and support for future AI capabilities such as insights, summarization, and sentiment analysis.

What if I need help or have questions?

Contact your Genesys account team. You can also visit Genesys Product Support for more assistance.