Tune Transcription Vocabulary

Tuning the CXone Mpower Transcription vocabulary allows you to customize its language model. This means you can make the transcription results more reliable.

When you create or update vocabulary customizations they are saved as a draft. Transcription doesn't use them until you activate them. Each time you make changes, they're saved as a draft. To apply the changes, you need to activate the draft.

Boost a Word

You can adjust how likely Transcription is to choose certain words by boosting them. Boosting a word makes it more likely to appear in a transcript. 

Before setting up this option, read the Before Customizing Vocabulary section. Transcription supports boosting a maximum of 50 words.

  1. In CXone Mpower, click the app selector and select Analytics.

  2. Click Language Model > Realtime Transcription Custom Vocabulary.

  3. Enter a single word in the field in the Terms column.

  4. Select Boosting from the Select Tuning Type drop-down.

  5. To remove a boost from a term:
    • To remove a boost but leave find and replace tunings, click the X on the Boosting field in the Tuning column.
    • To remove a term and all of its customizations, click the three stacked dots Icon of three dots stacked vertically. next to the customization and select Delete.
  6. Click Save.
  7. To activate the current draft version of the vocabulary, click Activate.

Configure a Find and Replace

You can set up Transcription to replace one word or phrase with another. When Transcription hears the original word or phrase, it swaps it with the one you've chosen. If there are several common wrong transcriptions for the same word, configure a find and replace for each mistake.

The replacement happens after Transcription transcribes the audio. This means the word or phrase you provide will appear exactly as you type it in the configuration. You can use this to control how certain works look. For example, to make sure that "Cobra" is always capitalized, you can set up a find and replace to have cobra replaced with Cobra.

Before configuring this option, read the Before Customizing Vocabulary section. Transcription supports a maximum of 200 find and replace terms.

  1. In CXone Mpower, click the app selector and select Analytics.

  2. Click Language Model > Realtime Transcription Custom Vocabulary.

  3. Enter a word or phrase in the field in the Terms column. This is the word or phrase that will be added to transcriptions in place of a word or phrase you will specify in a later step. Enter the text exactly as you want it to appear in transcripts.

  4. Select Find and Replace from the Select Tuning Type drop-down.

  5. Click the + that appears in the Find and Replace customization field, then enter the word or phrase that you want to replace. For example, to replace instances of ploppers with [bleep], enter [bleep] under the Terms column and ploppers in the Find and Replace field. The replacement terms are case-sensitive, but the find terms are not. So following the example, ploppers, Ploppers, and PLOPPERS would all be replaced with [bleep].

    To have more than one word replaced by the specified term, repeat this step.

  6. Click the X on any entity in the Find and Replace field to delete it. Click the X on the Find and Replace field to delete the entire set.

  7. Click Save.
  8. To activate the current draft version of the vocabulary, click Activate.

Manage Custom Vocabulary Configurations

  1. In CXone Mpower, click the app selector and select Analytics.

  2. Click Language Model > Realtime Transcription Custom Vocabulary.
  3. To locate an existing vocabulary customization: 
    1. Enter a search term in the search bar at the top of the page.
    2. Click the filter Icon of a funnel. next to Activate to narrow the list of customizations by the customization type. You can: 
      • Click the X to remove a customization type if you don't want that type to appear in the list.
      • Click the drop-down arrow and select the customization type you want to appear in the list, if it's not currently showing.
  4. Click the + on the right side of the page to add a customization
  5. To remove a term and all of its customizations, click the three stacked dots Icon of three dots stacked vertically. next to the customization and select Delete. If you only want to remove a customization, click the X on the customization.
  6. Click Save.
  7. To activate the current draft version of the vocabulary, click Activate.