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  • 1.  NLU is "swallowing" parts of the email address

    Posted 01-23-2026 15:12

    I'm trying to use the AI-powered slot to capture an email address, but the NLU seems to be failing regularly.  I say, "batman at gotham dot com", and it gives me the No-Match error.  When I go into the Execution History, I've seen all these options:

    batman gotham (most common)

    batman gotham. (with the dot)

    batman@gotham

    batman@gotham. (dot)

    batman gotham.com

    It sometimes accepts the slot (defined as "a full email address"), and if it does, I have it set up to verify and I can tell it "you're missing the dot com at the end" or "you're missing the at sign between batman and gotham" and the AI slot can fix it - but it sometimes takes a few times and someone not trying to code it wouldn't have the patience.  I'd estimate the success rate of getting both the @ and the .com to be heard is less than 5%.  I've used gmail and yahoo and my company email as well and it doesn't seem to be related to the fact that "gotham.com" may or may not be a made-up domain.

    Is there something I can/should configure, either to the AI slot or to the NLU config, that will make it recognize the "at" and the ".com" consistently?


    #Architect

    ------------------------------
    Steve Sukanek
    Lead Analyst
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  • 2.  RE: NLU is "swallowing" parts of the email address

    Posted 01-26-2026 21:56

    Hello Steve!

    Based on the response of our internal developers, this seems to be an issue with the ASR (Speech-To-Text) not returning the correct output with phrasing in this situation. They can't speak for what you can do in terms of the ASR, but on the NLU side, a possible workaround would be to include more examples in the AI slot type that include mistranscriptions such as on the ones in the post and their expected resolutions.

    For example:

    Example | Input | Expected

    Example 1: batham@gotham -> batman@gotham.com

    Example 2: batman gotham.com -> batman@gotham.com

    Example 3: batman gotham. -> batman@gotham.com

    It obviously depends on how broad of phrasing you want to capture but including examples like this should help the slot type resolve situations like this.

    Hope this helps.



    ------------------------------
    Ralph John Quiaoit
    Software Engineer (Developer Evangelist)
    ralph_john.quiaoit@genesys.com
    ------------------------------



  • 3.  RE: NLU is "swallowing" parts of the email address

    Posted 01-27-2026 10:10

    Thanks, Ralph - the problem was that it wasn't even getting the "gotham" part often; it was like the "@" and the "." were acting as breakpoints or spaces.  I worked around it by asking, "what's the part of your email before the at sign", confirming/spelling it, and then asking "at what?" and then combining slot.username + "@" + slot.domainname into flow.email and confirming that.  It's clunky and I still don't understand why it doesn't work the other way (I messed with the confidence and sensitivity a bunch), but I was able to seed the examples for domainname with the most common domains, so if it hears "gmail" it knows that means "gmail.com" and that eliminated some of the dropped phrase issues.



    ------------------------------
    Steve Sukanek
    Lead Analyst
    ------------------------------

    Original Message


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