DialogFlow speech recognition not working when called from Genesys

Genesys Cloud Applications Architect
1

Hi,

I've made a DialogFlow CX flow to be used from a Genesys IVR flow

In the DF flow, I have an entity type of "family_name", with a single entity "tarling". When I test this via the DF console, the speech recognition is pretty good (it recognises me saying "tarling" ~80/90% of the time, and will get it on the second attempt)

When I use this flow from a Genesys Inbound Call flow, the DF flow fails to recognise "tarling" 100% of the time

Does anyone know why the behaviour would be different?

Thanks for any insight,
James

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2

The problem was fixed by either

  • making the DF flow have only en-gb language - the only way I found to do this was export, remove all references in the JSON to "en" / replace with "en-gb", and setting the language in the Genesys flow to en-gb
  • enabling Advanced NLU in the DF agent settings

Not sure which of these fixed it to be honest

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