Understand dictionary management

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.

Note: Dictionary management is only supported for Genesys Cloud native transcription dialects.

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

Key features

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:

Term	Example phrases	Sounds like
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
Acme	My favorite brand is Acme Acme brand pancakes Strong loyalty from acme I like acme	Acne Act knee Act me Hack me
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.