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 across multiple languages and dialects. The system accommodates up to 1,000 terms per dialect, with each term supporting up to 10 alternative phonetic spellings and 20 example phrases for contextual reference. Dictionary entries include three configurable components: "Sounds Like" (phonetic alternatives to guide recognition), "Display As" (controls how recognized terms appear in transcripts with up to), and "Boost Value" (ranges from 1.0 to 10.0, default 2.0, to prioritize terms over similar-sounding alternatives). Terms support case-insensitive matching with a 30-character maximum length, with character requirements varying by language—English accepts letters, apostrophes, and spaces; Spanish accepts English and Spanish letters including accented variants (á, é, í, ó, ú, ñ, ü) and spaces but excludes apostrophes and numbers. Dictionary management operates through a single organization-wide dictionary list where each term associates with a specific dialect and transcription engine. Updates apply automatically across the organization and improve transcription accuracy in both regular and low-latency modes, though propagation may require up to 30 minutes. Boost values are accessible exclusively through the API. For English, Spanish, and French variants using Genesys Native Transcription, example phrases are not utilized by the transcription model and do not impact existing dictionary terms or transcription outcomes. The feature is most effective for industry-specific terminology including product names (Louis Vuitton, Acme, Coca-Cola), acronyms (IRS, CEO, SIM), branded phrases, and addressing consistent recognition errors across specialized domains such as healthcare and neurological fields. Dictionary management supports both Genesys native voice transcription and Extended Voice Transcription Services, with administrators able to search and filter terms by dialect. The Display As field enables formatting for acronyms, capitalization, and punctuation preferences, while the Sounds Like field provides phonetic alternatives to improve recognition of spoken terms without affecting the recognition process itself

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

The attributes available for a dictionary term depend on the selected transcription engine and dialect.

Sounds Like – Provides phonetic alternatives that help the transcription engine recognize organization-specific or uniquely pronounced terms.
Example Phrases – Provides examples of how a dictionary term is used in context. This field appears only for dialects whose transcription model uses example phrases.
Display As – Defines exactly how a recognized term appears in interaction transcripts. Use Display As for acronyms, preferred capitalization, product or brand-specific spelling, numbers, punctuation, and other formatting. If Display As is empty, Genesys Cloud applies its standard transcript formatting behavior.
Boost Value – Controls the recognition weight of the dictionary term. A higher value makes the transcription engine more likely to favor the term when multiple interpretations are possible.

Notes:

Sounds Like and Display As serve different purposes. Sounds Like helps the transcription engine recognize a spoken term by providing phonetic alternatives. Display As controls how a term appears after it is recognized and does not affect recognition.
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. Removing the field does not affect transcription results or existing dictionary terms.

Term and Sounds Like field requirements

The following character rules apply to the Term and Sounds Like fields.

EnglishClick to expand

SpanishClick to expand

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.

Considerations

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 1000 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 for Genesys Native Transcription dialects that use example phrases.
Each term can have a maximum of 30 characters.
Terms are case-insensitive.
Administrators can configure a Boost Value from 1.0 through 10.0 for Genesys Native Transcription dictionary terms. The default value is 2.0.
Display As values can contain up to 50 characters and are available for all dialects supported by Genesys Native Transcription.
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
ceo			CEO
esim			eSIM
coa cola			Coca-Cola

For more information, see Work with dictionary management.

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