1. Introduction
This guide describes the AI Dictionary feature, which is used to improve the accuracy of call transcripts in Call Center Studio. This feature empowers System Administrators to enhance transcription quality by defining commonly misunderstood words or phrases and their correct counterparts. This feature is specifically designed for System Administrators.
2. Prerequisites
To access and utilize this feature, your project manager should activate it:
Within the AI Features section (located under "System Administrator" > "Advanced Settings"), at least one of the following options must be active:
"Enable AI Transcription"
"Activate CX Insights"
3. Step-by-Step Instructions
Follow these steps to improve call transcript accuracy using the AI Dictionary:
Log in to Call Center Studio with your System Administrator credentials.
From the left navigation menu, click on the "System Administrator" menu.
In the sub-menus that appear, hover your mouse over "AI Navigator" and then click on the "AI Analytics" sub-menu.
On the AI Analytics page, locate and click the "AI Dictionary" button, typically found in the top banner.
You will be redirected to the AI Dictionary page. This page displays all existing dictionary entries.
Adding a New Phrase:
On the AI Dictionary page, click the "+ New" button, usually located in the top right corner.
An "Add Phrase" modal window will appear.
In the "Wrong Phrase" field, enter the word or phrase that you've observed is frequently misunderstood in transcripts.
Constraint: Maximum of 50 characters (including spaces).
Constraint: The phrase must not have been previously added.
A character counter is displayed below the field for your convenience.
In the "Correct Phrase" field, enter the accurate version of the phrase you entered in the "Incorrect Phrase" field. This is how it should appear in the transcript.
Constraint: Maximum of 50 characters (including spaces).
A character counter is displayed below the field.
Click the "Save" button to store the new entry.
The newly added phrase will now appear in the table on the page. The "Wrong Phrase," "Correct Phrase," "Created by," and "Creation Date" columns will be automatically populated.
The "Updated by" and "Update Date" columns will be populated if any future modifications are made to this entry.
Important: This new rule will automatically apply to all new call transcripts generated after the date and time you saved it.
Editing an Existing Phrase:
Locate the phrase you wish to modify in the table on the AI Transcript Dictionary page.
Click the three-dot menu icon (⋮) located to the left of the relevant row.
From the dropdown menu that appears, select the "Edit" option.
An "Edit Phrase" modal window will open.
Update the information in the "Wrong Phrase" or "Correct Phrase" fields as needed. Remember to adhere to the character limits.
Click the "Save" button to apply your changes.
A confirmation modal will appear. Click the appropriate button to confirm the modification.
The corresponding row in the table will be updated. The "Updated by" and "Update Date" columns will now reflect your user information and the time of the update.
Important: The edited rule will apply to transcripts generated after the rule's original creation date and to all future transcripts.
Deleting an Existing Phrase:
Find the phrase you want to remove in the table on the AI Dictionary page.
Click the three-dot menu icon (⋮) to the left of the relevant row.
From the dropdown menu, select the "Delete" option.
A confirmation modal will appear. Click the appropriate button to confirm the deletion.
The phrase will be permanently removed from the table.
Important: The deleted rule will no longer be applied to any new transcripts generated after this action.
4. Tips and Best Practices
Prospective Application: Phrases added to the AI Dictionary will only affect transcripts generated after the addition. Existing, previously generated transcripts will not be retroactively changed.
Case Insensitivity: The "Wrong Phrase" field is not case-sensitive. For example, the system will treat "Core" and "Call" as identical.
Entry Limit: There is a system-wide limit of 1000 phrase entries.
If you reach this limit, the "+ New" button will become inactive (grayed out), and an informational message will be displayed.
To add new entries once the limit is reached, you will need to either edit or delete existing entries to free up space.