Hi,
Im building out a agent assist integration, so far it works great with English. But how do i switch the transcription language? To Norwegian or Danish?
Ive read the About speech-to-text (STT) engines - Genesys Cloud Resource Center but so far nothing sticks out?
Br.
JB
If this is for the beta, we are only officially supporting English and Spanish for this program. After this, we will expand languages to support other languages and use cases. However, Agent ASsist uses the language set on the call via Architect
Im unsure what you refer to with "beta"(we are building our own version of agent assist based on voice transcription). I was able to get Italian to work by setting the language on Trunk. But this does not support Norwegian or Danish and i'm concerned with the scaleability of this approach(?). Ive been trying to use the set language(as described in point two here) actions on a "in-queue" task. But if i switch Norwegian (from English) transcription seems to stop.
Here is a screenshot of the in-queue task ive setup to switch language to Norwegian.
EDIT:
Ive also added the "Microsoft Azure Cognitive Services Text to Speech" integration, but its unclear to me how that would help the situation.
Hello,
Marc was referring to beta, because Genesys Agent Assist Integration is the name of a new Genesys Cloud feature/service, which is currently in beta.
As you didn't specify in your first post that it was your own implementation of an agent assist use caset, and that you were relying on Voice Transcription and I assume Transcription Notifications, we just assumed it was about Genesys Agent Assist integration.
I haven't used The Voice Transcription a lot so far.
But if you are using it with the Genesys loud Native Transcription, as far as I know Norwegian and Danish are not supported.
See Native voice transcription section on this page. Norwegian and Danish are not listed.
If you want to get Norwegian and Danish, it apparently appears in the list for the Extended Voice Transcription Service.
So you would need to enable/add the "Extended Voice Transcription Services" integration (Admin UI - Integrations - Integrations -> clicking on "+ integrations" and installing this integration which should appear there).
And configure voice transcription to use it as default Transcription engine.
As mentioned in the page: "By default, Genesys Cloud uses its own native Genesys Cloud Voice Transcription engine. Genesys also supports Extended Voice Transcription Services, which uses a third party transcription service for added flexibility and access to additional dialects and languages."
Using Extended Voice Transcription Services incurs an additional per minute charge. See pricing for more details.
Adding Microsoft Azure Cognitive Text To Speech (TTS) should have no effect.
Regards,
Nice! Now it works, thanks for pushing me in the right direction (again).
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