I have spent three days fighting with the Voice Bot configuration in Architect and I am completely fed up! We built a voice bot to handle basic routing using natural language. The problem is that the Barge-in feature is way too sensitive. If a caller is in a noisy environment, like a train station, the bot immediately stops playing the welcome prompt because it thinks the background noise is a user utterance! It then tries to process the noise, fails the intent, and hangs up! Where is the setting to adjust the Barge-in sensitivity or the background noise threshold for voice bots? I cannot deploy this to production if a dog barking causes the entire call to fail!
Hello! I completely understand your frustration! We ran into a very similar issue when we rolled out our German language bot! The Barge-in feature is fantastic for user experience, but it definitely requires tuning! Unfortunately, you cannot adjust the specific decibel threshold for Barge-in directly within the Architect interface! However, you can control the timeout behavior! Within your ‘Call Bot Flow’ action, you must ensure you configure the ‘No Input’ and ‘Match’ timeouts appropriately! If the bot hears noise but cannot match an intent, you should not let it hang up! You must map the ‘Failure’ path to route to a human agent, so you do not violate any customer experience standards!
Greetings! Just to add to the previous comment, you should also look at the Speech Recognition settings within the Bot Flow itself! It is truly amazing how much control Genesys Cloud gives you if you know where to look! Open your Dialog Engine Bot Flow, go to the Settings menu, and look under the NLU parameters! You can adjust the ‘End of Speech Timeout’ there! Increasing this value forces the bot to wait a few milliseconds longer before it decides the caller has stopped speaking! This is incredibly helpful for filtering out short bursts of background noise like a dog bark or a car horn!
Yeah, the Barge-in feature is a nightmare if your callers are on mobile phones outside. I took over an org where the previous guy turned Barge-in on for every single prompt. My advice? Just turn it off for the initial welcome greeting.
Let the bot say ‘Hi, how can I help you’ completely uninterrupted. You can disable Barge-in on specific ‘Communicate’ or ‘Ask for Intent’ blocks in Architect.
Just uncheck the box. It forces the caller to wait until the prompt finishes before the microphone opens.
It is the easiest way to fix the noise issue.