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Genesys Cloud – speech and text analytics tag

List of the Genesys Cloud release notes that include the speech and text analytics release notes tag.

Customer engagement

  • DMARC monitoring for custom email domains
  • Contactable time sets for outbound WhatsApp campaigns

Data, analytics, and reporting

  • Semantic topic spotting for topic configuration
  • AI Summary and AI Insights in Danish, Finnish, Italian, Norwegian, Polish, Swedish, Thai, and Turkish

Employee productivity

  • Queue-based outbound calling in Communicate mobile app
  • Control download access for voicemail recordings

Open platform

  • Agents can place outbound calls on behalf of a queue from ServiceNow

Self service and automation

  • Increasing limits for social data ingestion and escalation
  • Configurable error handling for agentic virtual agents
  • Genesys native speech-to-text available as a bot transcription engine
  • Bot users can skip a question when they don’t know the answer
  • Improvements to comfort statements in AVA virtual agent

Deprecations

  • Deprecation: Native voice transcription for Polish (pl-PL)
  • Deprecation: Genesys Predictive Engagement (GPE) tracking snippet and GPE Tracking SDKv1
  • Deprecation: Any future permissions no longer included when selecting all permissions in a domain postponement

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