Genesys Cloud - Main

Hi all,

I am working on collecting a slot from a customer in a Genesys Bot Flow and need to implement a confidence-based validation mechanism:

• If the confidence threshold is greater than 90, accept the input without confirmation.

• If the confidence is between 70 and 90, prompt the user for confirmation.

• If the confidence is below 70, treat it as a no-match and reprompt.

Could anyone advise on the best approach to achieve this within Genesys Architect?

Thanks,

Karthik

Hi Karthik,

Did you ever manage to resolve this one?

Hi all,

I am working on collecting a slot from a customer in a Genesys Bot Flow and need to implement a confidence-based validation mechanism:

• If the confidence threshold is greater than 90, accept the input without confirmation.

• If the confidence is between 70 and 90, prompt the user for confirmation.

• If the confidence is below 70, treat it as a no-match and reprompt.

Could anyone advise on the best approach to achieve this within Genesys Architect?

Thanks,

Karthik

Yes i used the  below expression and it worked. 

Session.LastCollectionConfidence < 0.9 ? "always" : "never"

Hi Karthik,

Did you ever manage to resolve this one?

Hi all,

I am working on collecting a slot from a customer in a Genesys Bot Flow and need to implement a confidence-based validation mechanism:

• If the confidence threshold is greater than 90, accept the input without confirmation.

• If the confidence is between 70 and 90, prompt the user for confirmation.

• If the confidence is below 70, treat it as a no-match and reprompt.

Could anyone advise on the best approach to achieve this within Genesys Architect?

Thanks,

Karthik

I have tested with the build-in variable Session.LastCollectionConfidence in the past and it does not work quite as expected.

Genesys told me that the Session.LastCollectionConfidence is the result of the Speech to Text Confidence (STT) and not the intent/slot (NLU) confidence.

An example could be if I have an intent asking me for my favorite animal. I say "Spaghetti". STT detected the word "spaghetti" very confidently, but NLU would determine that it is not an appropriate intent, so the confidence would be very low if it matched anything at all.

Yes i used the  below expression and it worked. 

Session.LastCollectionConfidence < 0.9 ? "always" : "never"

Hi Karthik,

Did you ever manage to resolve this one?

Hi all,

I am working on collecting a slot from a customer in a Genesys Bot Flow and need to implement a confidence-based validation mechanism:

• If the confidence threshold is greater than 90, accept the input without confirmation.

• If the confidence is between 70 and 90, prompt the user for confirmation.

• If the confidence is below 70, treat it as a no-match and reprompt.

Could anyone advise on the best approach to achieve this within Genesys Architect?

Thanks,

Karthik

Hi Hafid,

Is there a way to access the confidence intent/Slot Confidence ? 

thanks,

Karthik

I have tested with the build-in variable Session.LastCollectionConfidence in the past and it does not work quite as expected.

Genesys told me that the Session.LastCollectionConfidence is the result of the Speech to Text Confidence (STT) and not the intent/slot (NLU) confidence.

An example could be if I have an intent asking me for my favorite animal. I say "Spaghetti". STT detected the word "spaghetti" very confidently, but NLU would determine that it is not an appropriate intent, so the confidence would be very low if it matched anything at all.

Yes i used the  below expression and it worked. 

Session.LastCollectionConfidence < 0.9 ? "always" : "never"

Hi Karthik,

Did you ever manage to resolve this one?

Hi all,

I am working on collecting a slot from a customer in a Genesys Bot Flow and need to implement a confidence-based validation mechanism:

• If the confidence threshold is greater than 90, accept the input without confirmation.

• If the confidence is between 70 and 90, prompt the user for confirmation.

• If the confidence is below 70, treat it as a no-match and reprompt.

Could anyone advise on the best approach to achieve this within Genesys Architect?

Thanks,

Karthik