辞書管理を理解する

Dictionary management allows you to fine-tune transcription accuracy by adding organization-specific terms that the engine may not recognize by default.

With dictionary management, Genesys Cloud voice transcription can better recognize unique language subtleties, brand names, industry-specific terms, and internal acronyms across languages and dialects. You can also define correct pronunciation and provide “sounds like” hints to improve recognition.

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

• Sounds like: Provides phonetic hints to guide how the term should be interpreted, improving recognition of brand names or uniquely spelled words.
• 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.

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

主な特徴

• A single dictionary list is used across the entire organization
• Each term is associated with a single dialect
• 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
• Up to 20 example phrases can be added per term to provide context
• Each term can have a maximum of 30 characters
• Terms are case-insensitive
• Boost values can only be updated via the API
• Updates to terms, examples, “sounds like,” or boost values may 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 additional examples:

For more information, see Work with dictionary management.