FAQs for 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.

Defining custom vocabulary improves Gong’s ability to identify these terms, resulting in better transcription and analytics for you.

You need to be a business admin or higher.

Add any non-standard names, like Airbnb, terms that may be mispronounced, or terms that are pronounced differently in other languages.

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.

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.

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.

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.

Yes, you can add as many alternative transcriptions as needed. Separate them with a comma.

New alternative transcriptions become effective immediately in all new calls. In previous calls, the replacements are applied and processed in the background. Previous calls can usually be available for a search within a few hours.