Configure and activate Nuance Recognizer as a Service for use with Architect

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Genesys Cloud integrates with Nuance Recognizer as a Service (NRaaS) through Architect to enable speech recognition capabilities across multiple languages and regions. The integration requires a Genesys Cloud CX license (versions 1-4) and a valid Genesys Dialog Engine Bot Flow subscription, along with Nuance Mix account credentials including OAuth Client ID and Client secret. Users can create free Nuance Mix accounts for testing with regional limitations, or contact Nuance representatives for production accounts. The integration supports 24 languages across multiple regions, including English (Australia, Great Britain, India, United States), Spanish (Spain, Latin America, United States), French (Belgium, Canada, France), German (Germany, Switzerland), and others including Basque, Catalan, Dutch, Chinese (Simplified and Traditional), Italian, Japanese, Korean, Portuguese, Russian, Galician, and Valencian, each with corresponding language tags and regional designations. Configuration requires accessing the Integrations menu and locating the Nuance Recognizer as a Service integration. Users must enter the appropriate regional endpoint URL based on the bot's supported language group, such as nr-apac4.api.nuance.com for multi-language support or nr-wu2.api.nuance.eu for European languages. The Recognizer Endpoint URL must match the language group's region to ensure proper routing. Credential configuration involves inputting client ID, client secret, private key ID, and private key from OAuth configuration and JSON files, selecting credentials corresponding to AU, EU, or US Nuance regions. Credentials must be configured for each regional endpoint used, even if overlapping with default credentials. The system lists all available authorization endpoint URLs for various Nuance language groups to facilitate proper authentication routing. For organizations requiring multiple language groups, users must map additional language tags to corresponding Nuance endpoints in the Advanced Configuration section using "endpointMappings" as a key-value object. Genesys Cloud validates advanced configuration against a downloadable JSON schema and attempts to use default regional endpoints and credentials for unmapped languages. After credential configuration and saving, users activate the integration by changing its status from Inactive to Active through the Status column dialog. This enables speech recognition capabilities within Genesys Cloud bot flows and supports multi-region language processing.

PrerequisitesClick to expand

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 license.
A valid Genesys Dialog Engine Bot Flow subscription. For more information, contact Genesys Cloud Sales.
If you have a Nuance Mix account, make sure that you have the Nuance OAuth Client ID and Client secret credentials. For more information, see the Nuance Mix documentation.
If you do not have a Nuance Mix account, complete one of the following steps:
- Based on your preferred Nuance region, navigate to the corresponding Nuance Mix home page to create a free account for testing purposes. For more information about the available regions, see Geographies in the Nuance Mix documentation. It is important to note that the free account has limits and you cannot use them for production traffic.
- Contact your Nuance representative directly to place your service order and create your production account.

To access the Nuance Recognizer as a Service (NRaaS) in Genesys Cloud, you must first add and configure the Nuance Recognizer as a Service integration, and then add your credentials.

Supported languagesClick to expand

Language	Region	Language tag
Basque	European Union	eu-ES
Catalan	Spain	ca-ES
Dutch	Netherlands	nl-NL
Chinese	Simplified - People's Republic of China	zh-CN
Chinese	Traditional - Hong Kong S.A.R.	cn-HK
English	Australia	en-AU
	Great Britain	en-GB
	India	en-IN
	United States	en-US
French	Belgium	fr-BE
	Canada	fr-CA
	France	fr-FR
German	Germany	de-DE
German	Switzerland	de-CH
Galician	Spain	gl-ES
Italian	Italy	it-IT
Japanese	Japan	ja-JP
Korean	Korea	ko-KR
Portuguese	Brazil	pt-BR
Portuguese	Portugal	pt-PT
Russian	Russia	ru-RU
Spanish	Spain	es-ES
Spanish	United States and Latin America	es-US
Valencian	Spain	va-ES

Note: For more information about language coverage, see the or contact your Nuance representatives directly.

To configure the Nuance Recognizer as a Service integration, perform the following steps, based on your organizational needs:

The bot supports one Nuance language groupClick to expand

In Genesys Cloud, click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
On the Integrations page, search for and open the Nuance Recognizer as a Service integration.
On the Nuance Recognizer as a Service integration page, click the Configuration tab.
Under Properties, locate the Recognizer Endpoint URL section.
In the Value field, enter the regional endpoint for the Nuance language group that your bot supports:
- For example, if you want to use Nuance Recognizer as a Service for en-US, ja-JP, and zh-CN, use nr-apac4.api.nuance.com.
- If your bot only supports one language, use the URI of a language group that includes the language and is closest to your organization’s location. For example, if your bot supports fr-FR by default and your organization exists in Switzerland, use nr-wu2.api.nuance.eu. For more information, see Language groups by region in the Nuance Recognizer documentation.
Click the Credentials tab. Genesys Cloud lists the credentials for all authorization endpoint URLs that you can use to authenticate to endpoints associated with the various Nuance language groups. Configure the credentials for the default recognizer endpoint only.
Note: To determine what credentials to configure for a specific language group, check what Nuance region the language group belongs to based on its corresponding endpoint URL. For more information, see Geographies in the Nuance Mix documentation.
Click the image to enlarge.
Click Configure for the Nuance Recognizer Credentials for the Default Recognizer Endpoint URL. The Configure Credentials dialog box opens.
Copy the “client_id” value from your OAuth configuration into the Nuance Client ID field. Use your AU, EU, or US client ID depending on whether your bot uses languages from the AU, EU, or US Nuance region.
Note: For example, if the regional endpoint URI you specified in step 4 ends in nuance.eu, use the client ID of your mix.nuance.eu credentials. If the URI ends in nuance.com, use the client ID of your mix.nuance.com credentials.
Click the image to enlarge.
Copy the “client_secret” value from your OAuth configuration into the Nuance Client Secret field. Use your AU, EU, or US client secret depending on whether your bot uses languages from the AU, EU, or US Nuance region.
1. Copy the “private_key_id” from the JSON file into the Nuance Private Key ID field.
2. Copy the “private_key” value from the JSON file into the Nuance Private Key field.
Click OK.
Click Save.
To activate the Nuance Recognizer as a Service status, in the Status column click Inactive. The Change Status dialog box opens.
Click Yes. The Nuance Recognizer as a Service integration status changes to Active.

The bot supports multiple Nuance language groupsClick to expand

In Genesys Cloud, click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
On the Integrations page, search for and open the Nuance Recognizer as a Service integration.
On the Nuance Recognizer as a Service integration page, click the Configuration tab.
Under Properties, locate the Recognizer Endpoint URL section.
In the Value field, enter a regional endpoint based on the following criteria:
- If a language group includes all the languages that your bot supports, use its corresponding URI. For example, if you want to use Nuance Recognizer as a Service for en-US, ja-JP, and zh-CN, use nr-apac4.api.nuance.com. If your bot only supports one language, use the URI of a language group that includes the language and is closest to your organization’s location. For example, if your bot supports fr-FR by default and your organization is based in Switzerland, use nr-wu2.api.nuance.eu. For more information, see Language groups by region in the Nuance Recognizer documentation.
- If the languages that your bot supports and you want to use Nuance Recognizer as a Service for belong to multiple language groups, use a URI of a language group that includes a language that your bot supports by default. Specify the URIs of the other language groups under the Advanced tab. For more information, see Language groups by region in the Nuance Recognizer documentation.
Click the Advanced tab.
To
configure mappings for the languages that Nuance does not serve through the default endpoint you previously specified in the Recognizer Endpoint URL section, follow these steps:
Notes:
- Except for the languages that the default regional endpoint covers, be sure to map all the languages to an appropriate Nuance endpoint.
- If you map a language to a regional Nuance endpoint, then you must set the credentials for that language region under Credentials, even if the default regional endpoint and its corresponding credentials would cover that language.
- If a language does not have a mapped value in the Advanced Configuration section, then Genesys Cloud attempts to use the default regional endpoint with the default credentials.
1. (Optional) To download and inspect the JSON schema that Genesys Cloud validates your advanced configuration against, click Download Schema.
2. Add a property named “endpointMappings” as an object.
3. Add the language tags of your supported languages and the corresponding Nuance endpoints as key-value pairs to the object:
  Note: The user interface validates the object against the expected JSON schema and informs you if the object does not comply.
Click the Credentials tab. Genesys Cloud lists the credentials for all authorization endpoint URLs that you can use to authenticate to endpoints associated with the various Nuance language groups.
Note: To determine what credentials to configure for a specific language group, check what Nuance region the language group belongs to based on its corresponding endpoint URL. For more information, see Geographies in the Nuance Mix documentation.
Click the image to enlarge.
Click Configure. The Configure Credentials dialog box opens.
Copy the “client_id” value from your OAuth configuration into the Nuance Client ID field. Use your AU, EU, or US client ID depending on whether your bot uses languages from the AU, EU, or US Nuance region.
Note: For example, if the URI of the regional endpoint you want to configure credentials for ends in nuance.eu, use the client ID of your mix.nuance.eu credentials. If the URI ends in nuance.com, use the client ID of your mix.nuance.com credentials.
Click the image to enlarge.
Copy the “client_secret” value from your OAuth configuration into the Nuance Client Secret field. Use your AU, EU, or US client secret depending on whether your bot uses languages from the AU, EU, or US Nuance region.
1. Copy the “private_key_id” from the JSON file into the Nuance Private Key ID field.
2. Copy the “private_key” value from the JSON file into the Nuance Private Key field.
Click OK.
Repeat step 8 for all other credentials that you must configure.
Notes:
- If you configured an endpoint mapping for a language in the Advanced tab, then you must configure the credentials for the specific Nuance authorization endpoint URL that the language’s group is associated with.
- If you have not configured any endpoint mapping for the language in the Advanced tab, then you must configure the credentials for the default regional endpoint that you previously specified under the Properties tab.
Click Save.
To activate the Nuance Recognizer as a Service status, in the Status column click Inactive. The Change Status dialog box opens.
Click Yes. The Nuance Recognizer as a Service integration status changes to Active.

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Language

Region

Language tag

Basque

European Union

eu-ES

Catalan

Spain

ca-ES

Dutch

Netherlands

nl-NL

Chinese

Simplified - People's Republic of China

zh-CN

Traditional - Hong Kong S.A.R.

cn-HK

English

Australia

en-AU

Great Britain

en-GB

India

en-IN

United States

en-US

French

Belgium

fr-BE

Canada

fr-CA

France

fr-FR

German

Germany

de-DE

Switzerland

de-CH

Galician

Spain

gl-ES

Italian

Italy

it-IT

Japanese

Japan

ja-JP

Korean

Korea

ko-KR

Portuguese

Brazil

pt-BR

Portugal

pt-PT

Russian

Russia

ru-RU

Spanish

Spain

es-ES

United States and Latin America

es-US

Valencian

Spain

va-ES

Configure and activate Nuance Recognizer as a Service for use with Architect

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Configure and activate Nuance Recognizer as a Service for use with Architect

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