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.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-30-2023 03:39
From: Dirk Krampe
Subject: Sensitivity of Speech Recognition
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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