Understand dictionary management

AI-generated summary

Genesys Cloud provides dictionary management capabilities through Extended Voice Transcription Services (EVTS) to enhance transcription accuracy by enabling organizations to add and manage organization-specific terms, including brand names, acronyms, industry terminology, and internal language across multiple languages and dialects. The system accommodates up to 500 terms per dialect, with each term supporting up to 10 alternative spellings and 20 example phrases for contextual reference. Dictionary entries define how terms display in interaction transcripts (for example, "four o one k" displays as "401K") and support phonetic recognition through alternative spellings and example phrases. Configurable term attributes include phonetic "sounds like" information to guide pronunciation interpretation, example phrases to demonstrate usage context, and boost values to prioritize terms over similar-sounding alternatives. Terms are limited to maximum length and support case-insensitive matching. Dictionary management operates through a single organization-wide dictionary list where each term associates with a specific dialect and transcription engine, with administrator search and filter capabilities by dialect. The feature supports both Genesys native voice transcription and Extended Voice Transcription Services (EVTS), enabling accurate recognition of product names, acronyms, internal terminology, and other organization-specific language in transcripts. Dictionary updates apply automatically organization-wide and improve transcription accuracy in both regular and low-latency modes. Updates to terms, examples, display names, phonetic variations, or boost values may require up to 30 minutes to propagate across the organization. Boost values are accessible exclusively through the API. Dictionary management is recommended when organizations have manageable lists of critical business terms such as product names, acronyms, or branded phrases; when consistent recognition errors occur in transcripts; or when launching new products or services with non-standard terminology

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

Dictionary management supports both Genesys native voice transcription and Extended Voice Transcription Services (EVTS).

Examples of terms

Product or brand names: ProSecure XL, Louis Vuitton
Acronyms: RMA (Return Merchandise Authorization), IRS
Internal terminology: Tier Zero Support, QuickPay Plan

Term attributes you can configure

Genesys Native Transcription specific dictionary entries.
Sounds like: Provides phonetic hints to guide how the term should be interpreted, improving recognition of brand names or uniquely spelled words.
Example phrases: Let you provide sample sentences that include the dictionary term, helping the transcription model understand how the term is used in context.
Boost value: Increases the priority of a term, helping the transcription engine favor it over similar-sounding alternatives. Boost values are only available via the API.
Extended Voice Transcription Services (EVTS) specific dictionary entries:
Display As: Defines how the term is shown in the interaction transcript (for example, four o one k -> 401K).

When to use dictionary management

When you have a manageable list of industry-specific terms such as product names, acronyms, or branded phrases that are critical to your business.
When you notice consistent recognition errors in transcripts (for example, key terms being misheard, split incorrectly, or omitted).
When launching new products, services, or campaigns with terminology not commonly recognized by standard transcription engines.

Key features

A single dictionary list is used across the entire organization.
Each term is associated with a single dialect and transcription engine.
Administrators can search terms and filter by dialect.
Each dialect can contain up to 500 terms.
Administrators can add up to 10 alternative spellings per term to aid phonetic recognition – Genesys Native Engine dictionary entries only.
Up to 20 example phrases can be added per term to provide context – Genesys Native Engine dictionary entries only.
Each term can have a maximum of 30 characters.
Terms are case-insensitive.
Boost values can only be updated via the API – Genesys Native Engine dictionary entries only.
Updates to terms, examples, Display As, “sounds like,” or boost values can take up to 30 minutes to propagate across the organization.
Dictionary management improves transcription accuracy in both standard and low-latency modes.

The following table contains more examples:

Term	Example phrases	Sounds like	Display As
Neurological	He has a neurological condition Neurological degeneration A neurological disease Severe neurological disorder	Neuro logical Euro logical
Healthcare	Qualified healthcare provider	Health care Health car Earth care
Priming	Priming the pump Priming the charge Priming the brain	Prime ing Prim ing Timing Pry ming
IRS	An IRS audit Following IRS direction Reviewed by the IRS Requested by the IRS	Eye are ess Eye Are es I R S Ire rest I RS IR S Aye heiress I heiress	I.R.S.
Acme	My favorite brand is Acme Acme brand pancakes Strong loyalty from acme I like acme	Acne Act knee Act me Hack me	ACME
Louis Vuitton	My favorite brand is Louis Vuitton I like Louis Vuitton hand bags I’d like to order a Louis Vuitton suitcase	Lui vito Loo e v ton Loo e bitten

For more information, see Work with dictionary management.

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