What is custom vocabulary?
Custom vocabulary is a list of terms meaningful to the language of your business. For example, a company name like Airbnb or an acronym like GDPR.
Why should I define custom vocabulary?
Defining custom vocabulary improves Gong’s ability to identify these terms, resulting in better transcription and analytics for you.
What permissions do I need to access the custom vocabulary?
You need to be a business admin or higher.
What types of words should I add to the custom vocabulary?
Add any non-standard names, like Airbnb, terms that may be mispronounced, or terms that are pronounced differently in other languages.
What is classification?
Classification indicates to Gong what this term is about. Is it your company's name? Another company's name? Another term altogether.
Classification helps Gong understand the term in its correct context when mentioned.
Note that if you add a frequently used term as a company name, for example, Monday, in Gong it will appear as both the company name and other uses of the term.
What is affected by custom vocabulary?
When Gong transcribes a call, it identifies your custom vocabulary so that you can later search for it or track it using trackers.
Transcriptions are used in Gong for searches, trackers, and topics.
What are alternative transcriptions and how are they used?
Gong attempts to understand the correct pronunciation of the terms in your custom vocabulary. If you find that a meaningful term is transcribed incorrectly, add that term to the custom vocabulary, with the incorrect transcription used as an alternative. Gong replaces the alternative with the correct term.
How can I determine which alternative transcription to add?
When you add a term to the custom vocabulary, Gong analyzes it and assesses how it's pronounced. When the pronunciation is non-standard, Gong may be unable to transcribe the word correctly. In such cases, if you spot incorrect transcriptions (for example: "air be and be" instead of "Airbnb"), you can add an alternative transcription. Gong then replaces the occurrences of the transcription you add with the correct term.
In many cases, the alternative descriptions are obvious and reflect a break down of a name into its components. For example, a natural alternative for "Facebook" is "face book".
In some cases, it's harder to tell in advance what the potential alternatives are. If you are not sure, you can pick up inaccurate word combinations as you encounter them and add them to the list.
Can I add more than one alternative transcription for a term?
Yes, you can add as many alternative transcriptions as needed. Separate them with a comma.