Genesys Cloud - Main

Hi, I'm working on building a voice bot to take a customer's tracking number and return the status of the shipment.

I have the bot working, but sometimes I'm running into the issue where its not recognizing the input when someone says C (it thinks they said D or V) or an O (it automatically translates it to zero instead of the letter O). 

Is there:

a) a way that I can adjust how it resolves the speech input or 
b) train it to not translate the letter O to a zero?

Thanks,

Craig

#ConversationalAI(Bots,AgentAssist,etc.)

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Craig Gillett
CEVA Logistics U.S., Inc.
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The c and v issue is always going to be tricky.  How many times have you as a human has had to repeat or clarify letters like that or b and d and p?  If you want the best be sure to use a very strict REGEX pattern.   What are the patterns for the tracking number?

UPS:

/\b(1Z ?[0-9A-Z]{3} ?[0-9A-Z]{3} ?[0-9A-Z]{2} ?[0-9A-Z]{4} ?[0-9A-Z]{3} ?[0-9A-Z]|[\dT]\d\d\d ?\d\d\d\d ?\d\d\d)\b/

Fedex:

/(\b96\d{20}\b)|(\b\d{15}\b)|(\b\d{12}\b)/
/\b((98\d\d\d\d\d?\d\d\d\d|98\d\d) ?\d\d\d\d ?\d\d\d\d( ?\d\d\d)?)\b/
/^[0-9]{15}$/

USPS:

/(\b\d{30}\b)|(\b91\d+\b)|(\b\d{20}\b)/
/^E\D{1}\d{9}\D{2}$|^9\d{15,21}$/
/^91[0-9]+$/
/^[A-Za-z]{2}[0-9]+US$/

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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