Tune Transcription Vocabulary

Tuning the CXone Mpower Transcription vocabulary allows you to customize its language model. This means you can configure it with words that are unique to your company and increase the accuracy of transcription results.

The custom vocabulary for each language can have a draft version and an active version. Active versions are live and available for Transcription to use. Draft versions are available when you save a change but are not activated.

Manage Your Custom Vocabulary

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

  2. Click Language Model > Realtime Transcription Custom Vocabulary.
  3. Select the language you want to work with from the drop-down near the top of the page.
  4. Enter a search term in the search bar at the top of the page to locate an existing vocabulary customization.
  5. 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.
  6. Click the + on the right side of the page to add a customization.

  7. Enter a word in the field in the Terms column.

  8. Select the type of customization you want to add from the Select Tuning Type drop-down.

    Field Details
    Add to Lexicon Add a word to the custom vocabulary for the selected language.

    Boosting

    Boost or suppress the word specified in the Terms column to increase or decrease the likelihood that Transcription uses it.

    Find and Replace Replace a word or phrase with the word or phrase specified in the Terms column.

  9. Configure the customization based on the type you added:

  10. Add another customization for the specified term, if necessary.
  11. 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.
  12. Click Save.
  13. To activate the current draft version of the vocabulary, click Activate.

Add a Word to the Lexicon

You can add words to the custom vocabulary when there are words that Transcription does not have in its lexicon. When you add a word, you must choose or provide the phonetic representation of the word. This allows Transcription to recognize the word when contacts speak it.

Phonetic representation breaks a word down into sounds (phonemes) and syllables. For example, the phonetic representation of the word apple is APP-UL. The phonetic representation of the word glamour is GLAM-OR.

A phonetic representation of a word can only be assigned to one custom vocabulary entry per language. Adding a word to the lexicon happens before the transcription engine applies punctuation and other attributes, such as capitalization, to the text. This means that new vocabulary words will be appropriately capitalized based on where they appear in the sentence, so more than one entry per word is not necessary.

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

  2. Click Language Model > Realtime Transcription Custom Vocabulary.
  3. Select the language you want to work with from the drop-down near the top of the page.

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

  5. Select Add to Lexicon from the Select Tuning Type drop-down. The Add To Lexicon drop-down updates with any matching pronunciations that are currently in the vocabulary for the selected language.

  6. Select the pronunciations that match the term you entered.

  7. To add other pronunciations, click Create New, enter the phonetic representation, and press Enter.

  8. Click Save.

Boost or Suppress a Term

Boosting a term a increases the likelihood that Transcription chooses that particular word when transcribing. Suppressing a term decreases the likelihood that the word is selected. This option is only available for words in the default lexicon.

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

  2. Click Language Model > Realtime Transcription Custom Vocabulary.
  3. Select the language you want to work with from the drop-down near the top of the page.

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

  5. Select Boosting from the Select Tuning Type drop-down. The default is a boost setting of 5. If the Boosting option is unavailable, the word you specified is not in the default lexicon and cannot be boosted or suppressed.

  6. Click the 5 that appears in the Boosting customization field, then move the slider to the setting you want for the specified term: 

    • To boost the term, move the slider to a number between 1 and 10. Setting it to 10 provides more boost than 1. The default is 5. You may want to accept the default and see how it performs, then adjust the setting up or down later.

    • To suppress the term, move the slider to a number between -1 and -10. Setting it to -10 provides more suppression than -1. The maximum suppression is -10.

  7. Click Save.

Configure a Find and Replace

You can configure a word or phrase to replace an existing word or phrase. When Transcription encounters the existing word or phrase, it replaces it with the specified word or phrase.

The transcription engine performs the find and replace action after the transcription engine applies punctuation and other attributes to the transcript. This means that words inserted into the transcription by find and replace will be inserted exactly as you enter them in the Find and Replace field. You can use this to ensure that certain words are always capitalized or lowercase. For example, if you want the word "Cobra" to always be capitalized, you can configure a find and replace to have cobra replaced with Cobra.

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

  2. Click Language Model > Realtime Transcription Custom Vocabulary.
  3. Select the language you want to work with from the drop-down near the top of the page.

  4. 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.

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

  6. 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] in the Terms column and ploppers in the Find and Replace field. These terms are case-sensitive.

  7. Click Save.