Genesys Cloud - Main

What approaches have your clients taken when trying to optimize name recognition, particularly for the more unusual names and spellings? I have a Digital Bot Flow that takes a dynamic slot and populates it with agent names retrieved via a Data Action. But because of the pronunciations/spelling of some names, we are only achieving a 50% hit ratio.  

I am thinking about adding additional synonyms to represent spelling variations for each slot, but just checking to see what other suggestions are out there.

#ConversationalAI(Bots,AgentAssist,etc.) #SpeechRecognition 

------------------------------
Lee Clements
Solution Architect
------------------------------

Great question, cant wait to see what the community can suggest

What approaches have your clients taken when trying to optimize name recognition, particularly for the more unusual names and spellings? I have a Digital Bot Flow that takes a dynamic slot and populates it with agent names retrieved via a Data Action. But because of the pronunciations/spelling of some names, we are only achieving a 50% hit ratio.  

I am thinking about adding additional synonyms to represent spelling variations for each slot, but just checking to see what other suggestions are out there.

#ConversationalAI(Bots,AgentAssist,etc.) #SpeechRecognition 

------------------------------
Lee Clements
Solution Architect
------------------------------

Hi Lee

Although you haven't had any answers here, have you managed to progress with this? Do you have any insights you have found that maybe helpful for others?

Great question, cant wait to see what the community can suggest

What approaches have your clients taken when trying to optimize name recognition, particularly for the more unusual names and spellings? I have a Digital Bot Flow that takes a dynamic slot and populates it with agent names retrieved via a Data Action. But because of the pronunciations/spelling of some names, we are only achieving a 50% hit ratio.  

I am thinking about adding additional synonyms to represent spelling variations for each slot, but just checking to see what other suggestions are out there.

#ConversationalAI(Bots,AgentAssist,etc.) #SpeechRecognition 

------------------------------
Lee Clements
Solution Architect
------------------------------

Hi Sam, 

I think we all know that name recognition is inherently challenging, even for us humans. We are currently validating my original idea of using dynamic slots (building a list of names from a data action) and using synonyms to add various phonetic spellings that we have taken from the existing transcripts as well as using ChatGPT to provide alternative spellings for speech transcription. 

The results so far have been very promising and we've improved the recognition significantly. It's a work in progress. 

Cheers,

Lee

Hi Lee

Although you haven't had any answers here, have you managed to progress with this? Do you have any insights you have found that maybe helpful for others?

Great question, cant wait to see what the community can suggest

What approaches have your clients taken when trying to optimize name recognition, particularly for the more unusual names and spellings? I have a Digital Bot Flow that takes a dynamic slot and populates it with agent names retrieved via a Data Action. But because of the pronunciations/spelling of some names, we are only achieving a 50% hit ratio.  

I am thinking about adding additional synonyms to represent spelling variations for each slot, but just checking to see what other suggestions are out there.

#ConversationalAI(Bots,AgentAssist,etc.) #SpeechRecognition 

------------------------------
Lee Clements
Solution Architect
------------------------------