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Issue with Intent Recognition and Confidence Handling in Genesys Bot

  • 1.  Issue with Intent Recognition and Confidence Handling in Genesys Bot

    Posted an hour ago

    Hi Team,

    We are facing issues with voice recognition and intent handling in the Genesys bot.

    1. Intent Confirmation Issue
      Currently, the IVR is asking for intent confirmation even when the confidence score is matching the nearest intent. Our requirement is to bypass the confirmation step and route directly to the "No Intent" path when confidence is not sufficient.
      To handle this, I have set both the low and high confidence thresholds to 20. Please confirm if this is the correct approach or suggest a better way to bypass intent confirmation without impacting recognition performance.
    2. Voice Recognition / Utterance Issue
      Even though proper utterances are mapped to the intent, recognition is inconsistent. Out of multiple test calls, some are recognized correctly while others fail.
      In the Genesys transcripts, the spoken words appear correct, but the bot captures them incorrectly in utterances.

    Could you please help with:

    • The correct way to train or improve the bot's recognition accuracy?
    • Whether increasing utterances is sufficient,if yes same word was spoken every time in which some fails or if there are other recommended methods?
    • Possible reasons for mismatch between transcript and bot utterance recognition?

    This issue is impacting the reliability of the bot, so any guidance would be helpful.

    Thanks.


    #Architect
    #Integrations

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: Issue with Intent Recognition and Confidence Handling in Genesys Bot

    Posted 38 minutes ago

    Hello Shenbagamoorthy ,

    Great discussion you started here, I would like to contribute with my 2 cents, however, I would recommend you reaching out to our support team for further insights. First, making your High confidence the same as your Low confidence will lead to more False positives, the 20% confidence would lead the system to recognize Ananas as Bananas, so firstly, make sure that your High confidence is at least 40%.

    Second, NLU is not word matching. A lot of user get this confused, what will increase your accuracy more than the amount of utterance inside of the intents (which are great) is how well distinguished they are from one another. So make sure you don't have ambiguity in your intents. 

    I would recommend you attending to our course on Bot Flows in Genesys Education to know more about it: Genesys Cloud CX: Working with Dialog Engine Bot Flows - Voice.

    I hope this can work as a starting point for you!

    Kind regards, 



    ------------------------------
    Rodrigo Soares
    NALA Team Lead
    ------------------------------

    Original Message


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