There are a couple of links that will help with this.
Ticket example: https://dirad.zendesk.com/agent/tickets/49363
It looks like adding terms and phrases via Dictionary Management and phrases to topics definition would help. I've added a screenshot of where you can find this under Admin>Quality>Dictionary Management or Topics. It looks like there are already some Topics added
https://help.mypurecloud.com/articles/improve-transcription-accuracy/
https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/
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