Genesys Cloud CX

 View Only
Discussion Thread View

Evaluating IVR Utterances at a Re-Useable Menu

  • 1.  Evaluating IVR Utterances at a Re-Useable Menu

    Posted 11-01-2021 19:38
    Hello All!

    Our main customer IVR uses a re-usable menu in Architect to allow the caller to say the reason they are calling. We give them a directive prompt like, "What kind of account information would you like to hear? You can say things like, account balance, payment information, recent deposits or claim status." We have 180+ different words/phrases they can say coded into the speech recognition config of the menus. In Genesys Cloud CX, how do I find out the utterances that callers are saying, so I can make sure there aren't missing some common words/phases in the speech reco of the menu. 

    Please advise. Thank you,



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources