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Nuance Recognizer ASR

  • 1.  Nuance Recognizer ASR

    GENESYS
    Posted 03-31-2023 11:55
    The Nuance Recognizer ASR feature team is pleased to open applications for Beta candidates.  Please join our Self-Service & Automation Community to know more!


    This feature will enable Genesys Cloud customers to lift and use Nuance Recognizer grammar based ASR in Cloud Architect flows, allowing your business to design a much wider suite of ASR applications.

    We are currently looking for organizations that meet the following criteria to participate in this Beta:
    * Have Nuance ASR grammars and need to use them in their Cloud Architect flows for specific input capturing.
    * Willing to be hands on and learn about bots along the way!

    If you and your organization would like to be considered for participation in the Nuance Recognizer ASR Beta, please complete this survey.  Upon submission, your Org will be added to the pool for consideration. 

    #BetaAnnouncement 
    #NuanceRecognizerASR
    #SSA 


    #BetaAnnouncement

    ------------------------------
    Alejandra Santiago
    Genesys - Employees
    ------------------------------


  • 2.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 04-18-2023 06:03

    FYI - BETA Registration is still open!! please complete this survey :)



    ------------------------------
    Alejandra Santiago
    Genesys - Employees
    ------------------------------



  • 3.  RE: Nuance Recognizer ASR

    Posted 04-19-2023 02:12

    Hello
    Will this version support VoiceXML? we use this in our engage solution today towards an external provider.



    ------------------------------
    Eystein Kylland
    DnB Bank ASA
    ------------------------------



  • 4.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 04-20-2023 04:33

    Hi Eystein,

    Unfortunatelly this version will not support VoiceXML. You will be able to use Cloud Architect to design your flows, and import your grxml files to capture input.

    Kind regards,
    Ales.



    ------------------------------
    Alejandra Santiago
    Genesys - Employees
    ------------------------------



  • 5.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 04-21-2023 09:21

    Further to Ales comment, the Engage VXML is heavily tagged with internal features that would not work. Realistically a rebuild in Architect allows for a redesign and the uploading of the GRXML is most of the customisation that was done. If you need any help, I worked on Composer for 10 years and now Architect for the last 3.



    ------------------------------
    Marc Sassoon
    Genesys - Employees
    ------------------------------



  • 6.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 04-26-2023 06:53

    Great news everyone!

    We will keep the Beta registration open for a few more weeks,  please complete this survey and I'll keep you posted!

    Kind regards,
    Ales.



    ------------------------------
    Alejandra Santiago
    Genesys - Employees
    ------------------------------



  • 7.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 05-24-2023 10:02

    Hi all,

    We are in the final pull to bring BETA live, here it is a list of the main features it will pack for you:
    - Botflow centric. All managed from your favourit type of Architect flow.
    - BYOT. If you already have botflows, just configure our new AppFoundry integration app with your Nuance Recognizer as a Service credentials. 
    - Support for static GRXML grammars, voice and DTMF. Bring your complex grxml grammars to our grammar repository and use them in any of your botflows.
    - Slot-to-grammar binding. Apply your grammar to a slot(s) and get your user input recognised faster.
    - New voice specific settings. Tune your input recognition sensitivity in your flow.
    - Access your last collected& matched utterance. User your last recognition result for call steering.

    All in one place, all in Cloud Architect :) 

    #BetaAnnouncement 
    #NuanceRecognizerASR
    #SSA



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 8.  RE: Nuance Recognizer ASR

    Posted 05-25-2023 11:28

    Hi Alejandra and team,

    Would you be able to provide me with some details of this Nuance Recognizer ASR offering? 

    We are looking to migrate from PureConnect and we currently leverage Nuance Mgmt Station 6.2 and Recognizer 11.3 for a pretty simple prompt asking inbound voice callers to (a) speak their employee number or (b) enter their employee # via DTMF. For DTMF, we have a custom grammar that maps the * key to be a minus as some of our employee numbers do begin with a "-". 

    Curious of the details of this Recognizer ASR offering and if something like the above would be supported in an Architect Inbound Call flow?

    Thank you in advance and please let me know if you need any additional info.



    ------------------------------
    Shane
    ------------------------------



  • 9.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 05-26-2023 06:30

    Hi Shane,

    Thanks for contacting!

    Speaking at high level, your use case could be a good candidate to be implemented in the Nuance ASR integration.

    You will be able to lift your custom static grxml grammar file from your PureConnect deployment, copy into the Architect grammar management tool and use it in an Architect Dialog Engine Botflow to recognise your numeric slot. Lastly, you will only need an Architect Inbound call to invoque your Dialog Engine Botflow containing the logic.

    Please please complete this survey if you think you could be interested in joining the Beta when it launches.

    Also, here it is an URL that links to the Nuance Recognizer API details for their Cloud offering: https://docs.nuance.com/mix/apis/nr-grpc/

    Kind regards,
    Ales.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 10.  RE: Nuance Recognizer ASR

    Posted 06-01-2023 09:56

    Excellent, thank you Ales! I will complete the survey as I would like to test this out once the Beta becomes available.

    Thanks again,



    ------------------------------
    Shane
    ------------------------------



  • 11.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 06-22-2023 11:10
    Edited by Alejandra Santiago 07-07-2023 04:44

    Hi all,

    We are a few weeks away to release a definitive BETA date. For those of you who have requested it for your orgs, you should be receiving an email very soon with your confirmations.

    But before then, a few pre-requisites for you to get your org ready for it and speed up your initial setup:

    • Make sure you have a valid Genesys org with a GC1, GC2 or GC3 license.
    • You will need a valid "Dialog Engine Botflows for voice" subscription setup in your Genesys org, before installing Nuance Recognizer as a Service (NRaaS). Please contact your Genesys sales representative to get BotFlows today!
    • The NRaaS installation will be activated by configuring the appropriate Nuance NRaaS credentials.
    • Genesys Nuance Recognizer ASR Beta will only support US regional endpoints and language pack: en-us and es-us. For more information about EU regions and further language releases, please check the Nuance Recognizer documentation or contact your Nuance representatives directly.
    • Genesys NRaaS is a BYOT pricing policy with no surcharges when installed. Each botflow call using NRaaS will be billed by botflow voice usage. However, Nuance's API consumption charges will be added. For further details on Nuance's specific fees, please check their website or contact your Nuance representative.
    • Definitive Beta date and documentation resources will be posted in the next few weeks on the Genesys Beta HQ.
    Finally, as soon as NRaaS Beta goes live it will be enabled automatically in the org ID/region you specified when completing this survey.  If you are unsure or you need to make amendments to your request, please let us know!
    Thanks for your patience, we cannot wait for you to see what we have built and to get your impressions!



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 12.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 06-30-2023 06:44

    Hi all,

    It's official! WE ARE GOING BETA NEXT WEEK!

    For those of you who have joined the beta program, you will be receiving an email on or about Wednesday 5th of July when your registered org is being enabled. You will also receive a link to the instructions you need to follow to install your Nuance Recognizer as a Service integration.

    If you haven't received your confirmation email by next Friday, please contact me directly!

    It is the final countdown!

    #BetaAnnouncement 
    #NuanceRecognizerASR
    #SSA 


    #GeneralAnnouncements



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 13.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 07-07-2023 04:44
    Edited by Alejandra Santiago 07-07-2023 04:45
    Hi all,
     
    It's official, WE ARE BETA!
     
    For those of you who have joined the beta program, you don't have to do anything else, as we've already enabled Nuance's integration for you! 
     
    Here are the instructions on what to do next:
    1. Log out from your Genesys Cloud registered org, refresh your browser and log back at least 10 mins after the reception of this email.
    2. If your user has the appropriate permissions, navigate to your Genesys Cloud admin panel and locate the "Integrations" section. 
    3. When opening your integration's list, you will be able to see your new Nuance Recognizer ASR app. 
    4. Configure and activate your integration with your provided Nuance's credentials as shown in the documentation.
      1. Nuance Recognizer Endpoint URL
      2. Nuance's client Id
      3. Nuance's client secret
    5. If you are not able to see the integration at step 3, repeat step all steps a few minutes later. The changes might not have been propagated yet to your region/org.
    6. Please allow a minimum of 24h after the reception of this email to reply to this email for changes to be completely rolled out. 
    7. Here it is the link to the online resources for your reference that will show you how to create a botflow, configure NRaaS and use it in your slots amongst other interesting topics. 
    But just before starting, make sure you have everything in the following list:
    • Make sure you have a valid Genesys org with a GC1, GC2 or GC3 license.
    • You will need a valid "Dialog Engine Botflows for voice" subscription setup in your Genesys org, before installing Nuance Recognizer as a Service (NRaaS). Please contact your Genesys sales representative to get BotFlows today!
    • Genesys Nuance Recognizer ASR Beta will only support US regional endpoints and language pack: en-us and es-us. For more information about EU regions and further language releases, please check the Nuance Recognizer documentation or contact your Nuance representatives directly.
    • Genesys NRaaS is a BYOT pricing policy with no surcharges when installed. Each botflow call using NRaaS will be billed by botflow voice usage. However, there will be extra charges from the Nuance's API usage. Please contact your Nuance representative to know more.
    As part of our ongoing efforts to bring in a better experience to our customers, we will be contacting you again in a few weeks to request any feedback that you might be willing to share with us. We are trying to improve in an ongoing basis and your input is key in that proces.
    Lastly, this feature has been built with resilience and availability in mind, so you don't need to worry about anything else other than designing your optimal customer's conversational needs. However, this is still in BETA phase and issues might arise. Please contact this email directly with any problems you may encounter.
    Let's build together!



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 14.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 07-11-2023 11:42

    Hi Community,

    If you wish to join our beta, it will still be open until the first week of August. Please submit your applications via AppFoundry here.

    A few requirements to take into account:

    • NRaaS is only available in Dialog Engine Bot Flows (DEBF) and will incur Dialog Engine Bot Flow voice usage charges. Make sure you have a valid DEBF subscription in your org.
    • You will need a valid set of credentials from Nuance (Client ID and secret) to be able to see/execute NRaaS grammar requests. Please contact your Nuance representative for those.
    • Genesys Nuance Recognizer as a Service (NRaaS) applies a BYOT pricing policy with no surcharges when you purchase the integration from AppFoundry. Please contact your Nuance representative for any further billing details for test/production accounts.



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 15.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 07-13-2023 07:41
    Edited by Alejandra Santiago 07-13-2023 07:45

    Hi Community,

    There has been a bit of confusion about which credentials you are meant to use for the Genesys NRaaS integration.

    For those of you not familiared with where to find those Nuance credentials, here is a in detail guide for you. We will be adding these steps soon to our docs.

    • Nuance Client ID and Secret are obtained via Nuance Mix UI interface, however Nuance Mix is NOT a pre-requisite for this NRaaS. To access Mix, navigate to https://mix.nuance.com/v3/landing/ and click Sign Up. This will set up an account based on the email address used during that Sign-up process.  It is recommended that the end customer does this possible with a group email address.  This would hopefully keep the credentials static as they could be impacted if someone regenerated the secret.  It will require someone to verify the email address by responding to an email sent to that address.
    • To obtain the credentials needed for NR, it will be necessary to do the following:
      • Select Applications on the lower left
      • Under that section, you should have something called Mix Sample App.  To the right of that, click the Settings cog wheel  You should see a section called Sandbox, you will need to expand the Client Name: default section
      • Under that, you will have the Client ID for the NR Integration (make sure to use the whole thing including appID
      • For the Client Secret, you will need to click Generate Client Secret:

    This will give you the Client Secret you need for the NR Integration.  You will want to document that Secret as it will be hidden after you navigate away from the page.  If need be, you can regenerate it, but it will then be necessary to update the Integration with the new Secret or it will fail.

    At that point, you should have the required information to set up the Nuance Recognizer Integration.  There should be no longer be a need to log back into the Mix account.

    Hope this helps!

    Ales



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 16.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 09-15-2023 04:49

    Hi all,

    It has been a while since we launched the Beta program for Genesys Nuance Recognizer as a Service in App Foundry, and we would like now to collect some feedback about how our customers and partners are using it, and how we can improve.

    Below, we provide you with some examples on what we would like to know about. However, any feedback you feel like sharing is completely voluntary and free form.

    1. General - General input about the service, integration ease, documentation, use, etc in the form of qualitative guidance.
    2. Latency – any comments on latency, ideally with some test figures, and changes from what is observed on premise / acceptability of such.
    3. Grammars – what grammars have been tested, complexity, any example you could send us for testing?

    We truly appreciate your help and time spent in our integration!

    Ales.

    #BetaAnnouncement 
    #NuanceRecognizerASR
    #SSA 


    #GeneralAnnouncements



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 17.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 01-05-2024 06:14

    Hi all,

    It is with great pleasure to inform you all that the Nuance Recognizer ASR project has been approved to go Limited Availability starting next Wednesday 10th of January

    A few considerations to take into account:

    • How can I get Nuance recognizer as a service in my org?
    • I've already downloaded and installed the integration and I still don't see it in my org, why?
      • Do not worry! To enhance stability, Genesys has started pacing out all our regional feature releases, beginning on Wednesdays and ending either Friday or Monday. Please allow 24 to 72h after the announced date to see it in your region.
    • What are the charges to use Nuance Recognizer?
      • NRaaS is a premium app and applies a BYOT pricing policy with no surcharges when you purchase/download the integration from AppFoundry. NRaaS is only available in Dialog Engine Bot Flows and incurs Dialog Engine Bot Flow voice usage charges.
      • To know more about how Nuance Recognizer charges are calculated, please check this summary table.
    • Why Limited Availability?
      • As of today, Nuance ASR API is only available in 2 Nuance datacenters (US and EU) with limited language support. To know more about which languages are available and which URL to use for each language, please check this Nuance website or contact your Nuance representatives for timelines.
      • Make sure you enter the correct Nuance Mix credentails (client ID and Client secret ID) for your Genesys integration:
        • If you want to use a Botflow in us-en (American English) you will need Nuance Mix credentials for the US.
        • If you want your botflow to use it-IT (Italian), you will need Nuance Mix credentials for EU. 
          • For more information on how to get Nuance Mix client ID and secret ID, check Nuance Mix website.
      • You can only configure 1 URL and set of credentials per Nuance Recognizer integration (for now)
    • When will Nuance Recognizer be GA?
      • First we need to add support for Nuance's multi-region architecture. This will allow users to configure more than 1 set of Nuance mix credentails simultaneously AND specify the mapping between bot supported languages and Nuance URLs.
      • GA is planned for Q1 2024. We will announce an approx date in the next month.

    Hope this helps out addressing most of your questions.

    Kind regards,

    Ales.

    #NuanceRecognizerASR
    #SSA


    #GeneralAnnouncements



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



  • 18.  RE: Nuance Recognizer ASR

    GENESYS
    Posted 01-11-2024 09:19

    Hi all!

    We're happy to announce that Limited Availability deploy has been concluded.

    Feel free to go to AppFoundry, click purchase, read and accept the T&Cs and download it to your org!

    We will keep you updated on timelines for the multiregion support. Remember that this enhancement will allow users to configure more than 1 set of Nuance mix credentails simultaneously AND specify the mapping between bot supported languages and Nuance URLs.

    GA is planned for Q1 2024. We will announce an approx date in the next month.

    Kind regards,

    Ales.

    #NuanceRecognizerASR
    #SSA


    #GeneralAnnouncements



    ------------------------------
    Alejandra Santiago Veiga
    Genesys - Employees
    ------------------------------



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