Custom Vocabulary for CXone Mpower Transcription

Transcription uses an ASRClosed Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. model that has been trained on contact center conversations. The conversations used to train the model span a wide range of industries. However, every organization uses words that are unique, or that are used in unique contexts. This can affect the accuracy of transcription results.

You can customize the vocabulary of the language model that Transcription uses. This allows you to tune the model so it recognizes terminology that's unique to your organization. You may also want to tune it to recognize terminology that has a unique context in your line of business.

Transcription provides transcription in real time as a continuous stream. Currently, custom vocabulary tuning is only available in North American and International English. You can have one custom vocabulary per supported language.

The configuration of a custom vocabulary takes places in the Analytics application in CXone Mpower. You don't need a license for Analytics to customize your Transcription vocabulary, but you do need a license for Transcription. You must also have a license for the CXone Mpower application that uses Transcription, such as AutoSummary.

Customization Options

You can add the following customizations to your Transcription vocabulary: 

  • Add new words: Add words that aren't part of the default Transcription lexicon.
  • Boost or suppress words: Increase or decrease the likelihood that Transcription chooses a particular word when transcribing. This option is only available for words in the default lexicon.
  • Define word replacements: You can have Transcription replace certain words in the final transcription results with other words or phrases.