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Improved language models for Interaction Analyzer and Interaction Media Server

Added Oct. 4, 2016

CIC 2016 R4 introduced new language models that improve accuracy in keyword spotting for Interaction Analyzer and call analysis in Interaction Media Server.

Caution!

The new language models increase CPU resource utilization for Interaction Media Server and could overtax the server resulting in audio errors during interactions or probation periods. In CIC environments where Interaction Analyzer and call analysis are not used, the new language models do not impact Interaction Media Server performance. To ensure that your current Interaction Media Servers have sufficient CPU resources to facilitate the increase processing load of the new language models, download and use the Interaction Media Server sizing calculator.

For CIC 2016 R4 Patch 0 through 2016 R4 Patch 4, the upgrade process for Interaction Media Server automatically installs and enables the new language models. However, due to the possibility of Interaction Media Servers being placed on probation by the CIC server because of increased utilization of CPU resources, CIC 2016 R4 Patch 5 reinstalls the previous language models. This change ensures that no unforeseen impacts occur to the ability of your Interaction Media Servers to handle and process interactions.

If you install 2016 R4 Patch 5 or later, you can control which language models Interaction Media Server uses for keyword spotting and call analysis. Using Interaction Administrator, set the UseNewAnalyzerModels server parameter to True to enable the new language models. Set the server parameter to False to use the previous language models.

Note:

In CIC 2017 R1, only the new language models will be installed and enabled. The older language models will not be available. Therefore, always set the UseNewAnalyzerModels server parameter to True. Genesys strongly recommends that customers using Interaction Analyzer re-evaluate their Interaction Media Server sizing forecast with the updated sizing calculator to validate that you have sufficient Interaction Media Server resources to support the additional CPU resource requirement prior to upgrading. If you require additional Interaction Media Servers, Genesys recommends that you reduce the amount of keyword spotting until you can implement additional Interaction Media Servers. To reduce the amount of keyword spotting, modify recording policies to reduce the percentage of calls being analyzed.