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  • 1.  Bot Speech Sensitivity Recommendations

    Posted 07-03-2025 08:02
    No replies, thread closed.

    Hey All, 

    We recently deployed a voice bot to help enhance call routing to various destinations/teams. We were having a relatively low match rate, only about 55% initially. A lot of this seems to be contributed to what the bot was hearing. We started to modify the "Speech Detection Sensitivity" by -.1 from the default value of .5. We now have the threshold set at .05 and have seen a pretty good improvement overall, match rate 75-80%. I was curious what value other organizations are using? Have you noticed a threshold that works best or better? Ideally, we would like to continue to increase the strictness of what is heard; but we are concerned about restricting it too much.

    Thanks!


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Tyler Merk
    NA Bon Secours Mercy Health
    tmerk@mercy.com
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  • 2.  RE: Bot Speech Sensitivity Recommendations
    Best Answer

    Posted 07-03-2025 11:37
    No replies, thread closed.

    Hi Tyler,

    Hopefully others in the community can help with how they have setup their Speech Detection Sensitivity, but I believe you are working in the right direction and are correct, that once it gets to a certain strictness it will potentially reduce the match rate.  Looks like you have already seen Speech Recognition Parameters in the resource center



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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