Introduction to Interaction Speech Recognition

Interaction Speech Recognition is a native Automatic Speech Recognition (ASR) engine for CIC that Genesys introduced in CIC 4.0 SU4. Interaction Speech Recognition can recognize utterances (speech patterns), convert those utterances to data, and send the data to CIC. CIC can then take specific actions, such as direct a call to a specific extension or play more prompts.

Interaction Speech Recognition is an integrated feature of CIC. As such, Interaction Speech Recognition does not have an installation program nor can it reside on a separate host server.

The following PureConnect products support Interaction Speech Recognition:

• CIC server

• Interaction Media Server

• Interaction Attendant

• Interaction Administrator

• Interaction Designer (handlers)

For more information about these products, see the PureConnect Documentation Library at https://help.genesys.com/cic.

Limitations

Interaction Speech Recognition currently has the following limitations:

• Limited support of the Semantic Interpretation for Speech Recognition (SISR) standard

• Diagnostic recordings for Interaction Speech Recognition don't transfer to the CIC server when the process of terminating of the recording exceeds 5 seconds.

• Interaction Speech Recognition does not currently support hotword barge-in. A hotword barge-in is an utterance that a caller speaks during the playing of a prompt that matches a defined word or phrase in a loaded grammar. When this utterance occurs, the current prompt stops and Interaction Speech Recognition returns the data associated to the match of the utterance.