Quick question about the correlation between carrier-specific jitter and NLP intent classification accuracy for our outbound AI bots. We are deploying conversational AI flows across 15 BYOC trunks in the AP-Southeast-1 region. While the SIP registration stability is holding at 99.9%, we are seeing a distinct pattern where the bot fails to recognize intents during peak hours (09:00-11:00 SGT). The issue manifests as a high rate of “No Match” outcomes in the analytics dashboard, specifically correlating with jitter spikes exceeding 200ms on our primary carrier.
We have verified that the audio quality metrics in the WEM dashboard show MOS scores dropping below 3.5 during these windows. However, the bot’s transcript logs show garbled text or missing words, leading to incorrect intent routing. We suspect the ASR engine is struggling with the packet loss before the NLP layer even processes the request. Our current Architect flow uses the standard Genesys Cloud AI bot configuration with the latest speech model. We have tried adjusting the timeout settings in the bot node to 3 seconds, but this only delays the failure rather than resolving the recognition issue.
Is there a known limitation with the ASR engine handling high-jitter audio streams from BYOC trunks in this region? We are looking for best practices on configuring audio preprocessing or fallback logic within the Architect flow to handle these carrier quirks. Below is the sample payload we are capturing from the bot interaction logs during a failed attempt:
{
"interactionId": "int-98765-ap-southeast-1",
"botNodeId": "node-intent-routing-01",
"timestamp": "2023-10-27T09:15:32Z",
"asrResult": {
"confidence": 0.42,
"transcript": "i wnt to spk to custmer supprt",
"audioQuality": {
"mos": 3.2,
"jitterMs": 245,
"packetLossPercent": 4.5
}
},
"nlpResult": {
"intent": null,
"entities": [],
"fallbackTriggered": true
},
"trunkId": "trunk-byoc-04",
"carrierName": "TelcoAsia-Primary"
}
Any insights on mitigating this would be appreciated. We need to maintain consistent bot performance regardless of carrier jitter fluctuations.