Voice changing mid call

[Carlos_Mejia_Castelo]

We have been working with a PureCloud flow for a while now and today we ran into a weird bug, we are using Amazon Polly as the engine with Matthew's voice, but today midcall the voice changed from Matthew to a very robotic female voice, at first it only happened for one response and the next one had the Matthew voice Back, here's the interaction for that call:
https://apps.mypurecloud.com/directory/#/engage/admin/interactions/1a4f9090-9df7-465c-9fb2-216a09c7b02a

Around the 53 second mark we get a response in a different voice, that particular response came from an Amazon Lex interaction, however in a different call Purecloud stayed silent at the beginning and it used the wrong voice for the first reply, one that does not use the Amazon Lex integration.
That one can be heard here:
https://apps.mypurecloud.com/directory/#/engage/admin/interactions/aebd41a7-63cd-4386-9adf-d7bb26f73b2a

This happened in the Production environment, however there was also the same occurrence in Staging, all those happened just today July 9th 2020, we haven't experienced that before today and it doesn't happen with every call, just very few isolated instances, anyone know what could be happening?

Thanks!

[tim.smith]

Please open a case with Genesys Cloud Care to report this issue.

[KOHagan]

Hello! We have opened a ticket with G Cloud Support and AWS .. could you possibly point me to the resource (if there is one) that will tell me how Genesys Cloud interacts with Polly during a flow - what API's are being used - when and how, etc?

Any info would help with out Support Cases..
Thank you!

[tim.smith]

All of the available documentation for the Amazon Polly integration can be found on this page: https://help.mypurecloud.com/articles/about-text-to-speech-tts-engines/. You can request that additional information be documented by posting an idea to the ideas lab found at https://purecloud.ideas.aha.io/ideas.

[KOHagan]

Thank you for the info