Genesys Cloud enables you to integrate Nuance Recognizer as a Service into your Genesys Dialog Engine Bot Flows to provide grammar-based automated speech recognition. This allows you to capture multi-digit or numeric input from customers hands-free, reuse custom .grxml grammars, and combine ASR with bot capabilities to create a wider suite of directed dialog speech applications. The integration supports numerous languages across global regions. Nuance Recognizer leverages gRPC protocol for speech recognition requests and understands spoken and touchtone input using grammars to deliver seamless self-service interactions. Genesys Cloud's Nuance Recognizer as a Service integration offers storage and management of static GRXML and GRAM grammar files for voice and DTMF inputs across Nuance Tiers 1-3. It provides DTMF detection and fallback, top n-best recognition results and confidence scores, configurable speech and slot timeouts, multi-language support via Nuance Mix credentials, and integration of Nuance's grammar-based recognizer into Genesys Dialog Engine bot flows.
A valid Genesys Dialog Engine Bot Flow subscription. For more information, contact Genesys Cloud Sales.
If you have a Nuance Mix account, 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 limitations and cannot be used for production traffic.
Contact your Nuance representative directly to place your service order and create your production account.
Transactional IVR applications often need a multi-digit or numeric input. In addition to DTMF, your customers increasingly work in hands-free environments. As such, you must capture the information that you need via automated speech recognition (ASR). When you add ASR support for customer input, reuse custom and fine-tuned .grxml grammars from previous implementations, and combine them with bot capabilities, you can create a wider suite of ASR applications.
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
Note: For more information about language coverage, see the Nuance Recognizer documentation or contact your Nuance representatives directly.
Nuance Recognizer
Nuance Recognizer understands and interprets spoken and touchtone input to help deliver seamless self-service. The underlying recognition engine is grammar-based, which means it requires grammars to interpret a caller’s utterance.
Constrained grammar recognition engines are especially useful for:
Recognizing alphanumeric inputs such as account numbers and tracking numbers.
Small scoped applications that are designed for interactions with a small set of words and phrases to recognize.
Directed dialog to help with navigating a menu tree of items, either used for the first interaction of a caller, or as the basis of the system’s conversational design.
The gRPC protocol allows a client application to request speech recognition in all the programming languages supported by gRPC.
gRPC is an open-source RPC (remote procedure call) software used to create services. It uses HTTP/2 for transport and Protocol Buffers version 3 (“proto3”) to define the structure of the application.
Nuance Recognizer as a Service integration
When you install the Nuance Recognizer as a Service integration in Genesys Cloud, you can use a traditional, grammar-based ASR in your Genesys Dialog Engine Bot Flows. This implementation provides you with a simple, directed dialog speech application if you do not need natural language understanding and do not want to train and maintain it. A traditional, grammar-based ASR gives you higher accuracy for constrained domains and tighter control over the grammar tuning, and is easy to implement and tune. The integration increases the number of options available in terms of languages and voices in your customer interactions.
The Nuance Recognizer as a Service Integration offers the following features:
Storage and management of static GRXML grammar files (voice and DTMF) – Nuance Tier 1 to 3 grammar types
Storage and management of static GRAM grammar files (voice and DTMF) – Nuance Tier 1 to 3 grammars types
DTMF detection and fallback
Top result of the n-best recognition results
Top result of the n-best recognition confidence
Slot-level complete timeout and incomplete timeout
Slot-level confidence
Speech Detection Sensitivity
Max Speech Timeout
Multi-language support and the ability to configure multiple Nuance Mix credentials
Add the grammar-based Nuance Recognizer as a Service integration and then choose from the Nuance voice and language options in the Ask for Slot action in Genesys Dialog Engine Bot Flows actions in Architect: