IVR Change Management Ideas Portal
Need Eric to work with vendor for Feedback Mgr. tool to improve transcription quality of survey open comments for GRC Managers. Current transcription is not accurate enough and managers must default to call recordings, very cumbersome.
| Priority | Medium |
| Contact Center(s) | GRC |
| Start date | Mar 20, 2023 |
| Needed By | Dec 29, 2023 |
Status Notes
Eric met with FM Product Mgr. team at Nice; Provided product information to them. Needs to put together list of other terms (i.e. Life Sciences terms) that might not be in their base directory. Also provided them information on some dictionary word failures; Eric to provide more extensive list.
2023-03-30 - Eric reported via email that 'NICE has updated the “phrase pack” that is applied to the speech recognition engine’s lexicon for the Feedback Manager software.
2023-04-10 - Changed date to the end of the year as this will be an ongoing process.
2023-4-13 - Added another phrase pack. Still working on getting recognition of pharmacist but nurse seems to be working. Technical issue of not having phrase pack identified has been resolved. Asked Robin to add two columns to spreadsheet on whether the person was clear (1-5 "clear") and whether background noise was at issue (1-5 "loud").
24-Apr-2023 - Phrase packs are added on an approximately weekly basis on Mondays. Included the medical glossary in the last update.
2-June-2023 - Last phrase pack went in on 5/26/23. May pause on next phrase pack until possible move to new lexicon engine.
20-June-2023 - There are a couple tickets open with the vendor that are pending resolution.
15-Aug-2023 - Tagging from report now works on historical data.
6-Oct-2023 - Latest plan is to migrate us to Elevate AI but Eric is pushing back on that because Elevate AI currently has no means to add GSK drug names to its lexicon.