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  • 1.  How to Improve STT Accuracy

    Posted 07-30-2024 01:09
    No replies, thread closed.

    Hi Folks,

    I am new to Genesys Bot flows and need help understanding a few concepts.

    We have both inbound call flows and digital engine bot flows in our environment.

    Problem Statement:

    1. When working with just inbound call flows, the transcription of the call is often inaccurate. This leads to less accurate summaries generated by Agent Assist. The default Speech-to-Text (STT) engine is Genesys TTS.

    Understanding:

    1. Inbound Calls Flows: These do not have NLU capabilities like intents and utterances.

    2. Digital Flows: I have read that digital flows support intents and utterances and that these can be called by inbound call flows.

    Given this background, I have a few questions:

    1. Differences: What are the major differences between inbound call flows and digital flows (voice)? When should each be used?

    2. Improving STT: Is there a way to improve STT/speech recognition using just inbound call flows?

      • If yes, how can I improve the STT and transcription accuracy which will automatically improve the summary accuracy?
      • If no, does that mean we need to use a digital flow (as intents and NLU will help improve the accuracy?) and call that in the inbound call flow?

    Any insights, link to article or guidance on these questions would be greatly appreciated. Thank you!


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Ramsha Shaikh
    Newfold Digital
    ------------------------------


  • 2.  RE: How to Improve STT Accuracy
    Best Answer

    Posted 07-30-2024 10:01
    No replies, thread closed.

    Hi Ramsha, the NLU is a big difference in this scenario. You can use another STT (no native Genesys): https://help.mypurecloud.com/articles/bring-your-own-technology-services-model-per-turn-minute-rates-current-model.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: How to Improve STT Accuracy

    Posted 07-30-2024 11:11
    Edited by Ramsha Shaikh 07-30-2024 11:11
    No replies, thread closed.

    Hi,

    Thank you for your response. Could you please clarify what you mean by "difference"? Are you referring to accuracy?

    To ensure I understand correctly, if we switch to another STT system, will it enhance accuracy without requiring digital bots(intents)? Alternatively, if we continue using the default Genesys STT, would improving accuracy involve adding digital flows and intents?

    Thank you!



    ------------------------------
    Ramsha Shaikh
    Newfold Digital
    ------------------------------

    Original Message


  • 4.  RE: How to Improve STT Accuracy

    Posted 07-30-2024 13:23
    Edited by Breno Canyggia Ferreira Marreco 07-30-2024 13:24
    No replies, thread closed.

    Hi Ramsha, yes, you can improve STT by not using the native one.

    In the bot digital you go beyond. Because you can understand intent and context, this is the better.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


  • 5.  RE: How to Improve STT Accuracy

    Posted 07-31-2024 01:09
    No replies, thread closed.

    Got it, we can change the default STT using BYOC which can improve the accuracy without having to configure digital flows. Thanks so much! it makes sense now.



    ------------------------------
    Ramsha Shaikh
    Newfold Digital
    ------------------------------

    Original Message


  • 6.  RE: How to Improve STT Accuracy

    Posted 08-02-2024 09:15
    No replies, thread closed.

    Hi, I have another question,

    Could you please help me understand what the difference is between the Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows? 

    I am struggling to understand the following release note: March 15, 2023 - Genesys Cloud Resource Center (mypurecloud.com)



    ------------------------------
    Ramsha Shaikh
    Newfold Digital
    ------------------------------

    Original Message


  • 7.  RE: How to Improve STT Accuracy

    Posted 08-05-2024 11:14
    No replies, thread closed.

    Digital bot flows can only be used in digital interactions, i.e. from an inbound message or inqueue message flow.  A bot flow can be used in call or digital interactions.  For digital interactions, a digital bot flow is better because it can do some unique things that are only applicable to digital-type stuff instead of all interaction types.



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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