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About dictionary management

Dictionary management enables you to improve transcription accuracy and control how organization-specific terminology appears in interaction transcripts. Administrators can add business-specific terms, names, acronyms, and industry terminology, provide phonetic alternatives to improve recognition, define how recognized terms appear in transcripts, and adjust the recognition weight of important terms.

The fields available when you create or edit a dictionary term depend on the selected transcription engine and dialect. This ensures that administrators configure only the information used by the underlying transcription model.

Dictionary term configuration

Depending on the transcription engine and dialect, dictionary terms can include:

  • Sounds Like – Provides alternative pronunciations or phonetic representations to help the transcription engine recognize a term.
  • Example Phrases – Provides examples of how a term is used in context when the selected transcription model uses example phrases.
  • Display As – Defines exactly how a recognized term appears in the transcript. Use Display As for acronyms, preferred capitalization, product or brand-specific spelling, numbers, punctuation, and other formatting.
  • Boost Value – Controls the recognition weight of a dictionary term. Increasing the value makes the transcription engine more likely to favor the term when multiple interpretations are possible.
Note: For English, Spanish, and French language variants that use Genesys Native Transcription, Example Phrases are not used by the transcription model and are not displayed in Dictionary Management. Dictionary terms continue to work without example phrases.

Understand dictionary management

Learn about dictionary management.  

Work with dictionary management

Administrators and analysts add terms into the dictionary to recognize detailed insights within interactions, targeting transcripts with precision.