Custom Dictionary for Improved Transcription Accuracy
Objective
This article aims to answer frequently asked questions on
our new 8x8 Custom Dictionary feature.
Applies To
- Custom Dictionary
- Admin Console
Frequently Asked Questions
What is the Custom Dictionary feature?
The Custom Dictionary feature is a new functionality in the
Admin Console that allows customers to create a list of specific terms, names,
or industry-specific language. This helps improve the accuracy of transcription
services by ensuring that words the standard transcription service might not
recognize are correctly transcribed in the output.
How do I access the Custom Dictionary feature?
Admins can access the Custom Dictionary through the
transcription policy screen in the Admin Console. This screen has been
redesigned with a tabular format for better user experience. Within this
section, customers can add the correct words they want to see in transcriptions
and optionally specify incorrect variations that the service should replace.
What are the different ways to add words to the Custom
Dictionary?
Admins have a few options for adding words: manually
entering the correct word (and optionally incorrect variations) through the
admin console interface or uploading a CSV file containing a list of
words.
NOTE: The imported file
will overwrite the existing content with the newly provided data.
They can also export the existing dictionary to a CSV file
for review and bulk editing.
When do the changes made in the Custom Dictionary take
effect?
After saving the changes, the words added or modified in the
custom dictionary will only be applied to new transcriptions and interactions.
The Custom Dictionary does not retroactively correct existing transcriptions.
Is the Custom Dictionary applicable to all types of
transcriptions?
The Custom Dictionary functionality applies to all
transcription types, including 8x8 Work calls and 8x8 Contact Center
interactions.
Can words be removed from the Custom Dictionary?
Admins can delete words from the Custom Dictionary if they
are no longer applicable or were added incorrectly.
Are there any plans to integrate the Custom Dictionary with
other parts of the platform, such as Supervisor Workspace?
While the initial release is focused on the Admin Console
due to its integration with transcription policies, there are considerations to
expand this functionality to other areas like the Supervisor Workspace in the
future to allow different user roles to access and contribute to the
dictionary.
Can Custom Dictionaries be applied at a more granular level,
such as to specific channels or phone numbers?
The possibility of applying Custom Dictionaries to specific
channels, queues, or phone numbers was raised and is being considered for
future development. The initial focus is gathering feedback on the current
functionality to understand customer needs and determine the best approach for
any potential enhancements in granularity.
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