Posted On: Jan 26, 2022
Contact Lens for Amazon Connect now includes a new custom vocabulary capability that helps businesses improve the accuracy of speech recognition for product names, brand names, and domain-specific terminology by expanding the vocabulary of Contact Lens’ speech-to-text engine.
Businesses can provide a list consisting of domain-specific words and phrases, words that aren’t being recognized correctly, and proper nouns. They can also add custom pronunciations using International Phonetic Alphabet (IPA) characters for each out-of-lexicon term. Alternatively, businesses can use the standard orthography of a language to mimic the way that a word or phrase sounds. They can also designate exactly how a terminology should be displayed when it is transcribed (e.g. “Street” as “St.” versus “ST”).
Custom vocabulary is available for both real-time and post-call analytics use cases, and is supported in all AWS Regions where Contact Lens is available. The custom vocabulary capability works straight out-of-the-box in the Amazon Connect web application, without the need for any technical expertise. In addition, custom vocabularies can also be managed through APIs. Please visit the documentation to learn more about configuring and using the custom vocabulary capability.