ASR/TTS

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This topic is part of the manual Genesys Choice for version Current of System-Level Documentation.


Describes the ASR/TTS add-on, its capabilities, and measurement in Genesys Choice.

The Nuance Automatic Speech Recognition / Text-to-Speech (ASR/TTS) add-on provides natural language processing and speech synthesizing solutions to your contact center.

  • ASR - This add-on includes a single ASR language of your choice. You can purchase additional languages for ASR subscriptions for an additional monthly subscription fee.
  • TTS - This add-on includes a single TTS voice of your choice. You can purchase additional voices for TTS subscriptions for an additional monthly subscription fee.

Prerequisites

If you are purchasing the ASR/TTS add-on, you should have already purchased the IVR minutes as part of the IVR add-on. The purchased minutes of ASR and/or TTS does not need to equal the quantity of IVR minutes purchased.

Metric specification

Billable item ASR/TTS treatment of the call in milliseconds rounded to 20000+6000ms chunks.
Unit of measure Objects Count
Metric name gvp_asr_minutes, gvp_tts_minutes
Metric frequency Daily
Metric scope Region
Metric definition and capabilities

ASR

  • The ASR meter starts when the first recognition is initially invoked, and continues to run for as long as the call is in the IVR. The meter stops running when the caller hangs-up, or when the call is transferred to an agent or queue.
  • Minimum charge is 20 seconds, and individual calls will be rounded-up to the nearest 6 second increment.
  • The sum of all calls per day is rounded-up to the nearest minute.

TTS

  • The TTS meter reflects the number of seconds of TTS used within a call to the IVR.   
  • Minimum charge is 20 seconds, and individual calls will be rounded-up to the nearest 6 second increment.
  • The sum of all calls per day is rounded-up to the nearest minute.

ASR Capabilities

ASR, sometimes known as Natural Language Speech Recognition, can recognize, interpret, and assign meaning to particular words and phrases. It can also recognize natural numbers and currency amounts.

ASR supports the following grammar types:

  • Closed grammars accept a finite range of input and are implemented using finite-state grammars with traditional parsing. These grammars are usually authored in GRXML.
  • Open NLU grammars accept an essentially unlimited range of input and can be implemented using a variety of techniques based on statistical language models (used alone or in combination with statistical semantic models), finite-state grammars incorporating the GARBAGE rule, finite-state grammars used with robust parsing, and/or word lattice generation.

ASR Additional Language Capabilities

A single ASR language of the customer's choice is included with the ASR add-on. Additional languages for ASR subscriptions may be purchased for an additional monthly subscription fee.

The quantity of ASR Additional Language minutes must equal the quantity of Genesys Choice ASR minutes. This will entitle the customer to use any available ASR language.

For example, if your application operates in US English, Canadian French, and German, and if you need a total of 100 minutes of ASR, you must purchase 100 minutes of ASR and 100 minutes of ASR Additional Language. The total ASR usage across all languages will not exceed 100 minutes.
Contact your Genesys Account Representative to get a complete list of supported language options for ASR.

ASR Connector Capabilities (Private Edition only)

Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP grammar-based ASR resources. The quantity of ASR connector minutes must reflect the quantity of ASR minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice ASR.

TTS Capabilities

TTS permits applications to play speech directly from ASCII text by converting the text to synthesized speech. TTS minutes are counted until the synthesized audio playback is complete. The TTS is streamed during the call in real time and it cannot be saved to a file for subsequent playback.

TTS Additional Voice Capabilities

A single TTS voice of the customer's choice is included with the TTS add-on. Additional voices for TTS subscriptions may be purchased for an additional monthly subscription fee.

The quantity of TTS Additional Voice minutes must equal the quantity of Genesys Choice TTS minutes. This will entitle the customer to use any available TTS voice.

For example, if your application operates with TTS using a US English female voice (Samantha), Canadian French male voice (Nicolas), and a German female voice (Anna), and if you need a total of 100 minutes of TTS, you must purchase 100 minutes of TTS and 100 minutes of TTS Additional Voice. The total TTS usage across all voices will not exceed 100 minutes.
Contact your Genesys Account Representative to get a complete list of supported voice options for TTS.

TTS Connector Capabilities (Private Edition only)

Permits connection from Genesys Choice IVR to customer-provided Nuance MRCP TTS resources. The quantity of TTS connector minutes must reflect the quantity of TTS minutes used within the IVR and is calculated using the same measurement and invoicing rules as Genesys Choice TTS.
Data source GVP Reporting Server DB, Genesys Info Mart database
Deployment model For GVP Reporting Server (RS) database - an instance of GVP RS database per location. This instance can be used by a single tenant or shared between multiple tenants.