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  • 1.  Sensitivity of Speech Recognition

    Posted 11-30-2023 03:39
    No replies, thread closed.

    Hello,

    is it possible to manage the sensivity of Speech recognition regarding Background noises? When a customer calls from a not quiet space (Car/Train etc.) or only is breathing in the phone it is recognized as an "Entry". Is there any way tho set the sensivity down?

    Thank You


    #Routing(ACD/IVR)

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    Dirk Krampe
    Sixt SE
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  • 2.  RE: Sensitivity of Speech Recognition

    Posted 12-07-2023 18:44
    No replies, thread closed.

    It sounds like you are not using Speech Recognition, but that lousy excuse for it in the Menus.  That is nothing more than phoneme matching or sound comparison with no real recognition at all, exactly like the old ININ Speech Rec.  You should really consider bot menus with Press or Say capability with a simple bot as a menu in your call flows.  We do this all the time instead of DTMF menus and we NEVER suggest using that stuff in the menus.  I am sure many here will agree.   



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Sensitivity of Speech Recognition

    Posted 09-11-2025 00:26
    No replies, thread closed.

    I concur, and "lousy" is an understatement :)



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    Vaun McCarthy
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    Original Message


  • 4.  RE: Sensitivity of Speech Recognition

    Posted 09-11-2025 10:25
    No replies, thread closed.

    I still have friends at Genesys so can't really call their baby ugly.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Sensitivity of Speech Recognition

    Posted 09-10-2025 15:45
    Edited by James Stefankiewicz 09-10-2025 15:45
    No replies, thread closed.

    Genesys DialogEngine Bot Flows have a Speech Detection Sensitivity property.  It's currently only enabled for Nuance Recognizer (not STT v1, v2 or v3).  As of 09/2025.

    https://help.mypurecloud.com/articles/set-up-user-input-for-a-bot-flow/ 

    • Speech Detection Sensitivity: Set the sensitivity of speech detection to configure how to treat noise (for example, breathing) and when to trigger speech detection. A value of 0 configures the system to be the least sensitive to noise while a value of 1 makes the system highly sensitive to noise and triggers speech detection on any noise. When you use a NOT_SET value, the default value of 0.5 is used.
      • Minimum value: 0
      • Maximum value: 1
      • Default value: 0.5



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    Jimmy Stefankiewicz
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