ASR Tuning Report

Report source: DW (Data Warehouse)

Report refresh rate: 10 seconds

The ASR Tuning report is used to view a list of failed utterances in the ASR (Automatic Speech Recognition) system. The report captures the results of specific customer-facing Studio ASR actions including Asrmenu and Asryesno. Review the key items of enhancing your IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. with ASR.

The ASR Tuning report summarizes the results to display a count and percent of customer utterance results during a selected time frame for each action. You can also record utterances spoken by the caller by turning tuning on in the script with a Voiceparams action. You can access and listen to utterances by expanding the script details in the report and clicking the hyperlink in the Utterance field. The Begin action always displays EMPTY in the Utterance field. Tuning should only be turned on while actively tuning, as each utterance will be recorded and stored on the file server, which could have billing implications. Contact your technical service representative for more information.

This report answers questions like:

• What changes do we need to make to our grammar file?
• What are users saying when they fail in the Asrmenu or Asryesno action?
• What percentage of calls are selecting which branch in Asrmenu and Asryesno?

ASR Tuning data is part of IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. History data.

This report is valuable because an administrator can use the failed utterances to determine updates that need to occur to the ASR Dictionary file. For example, if some people are using "yeah" instead of "yes" when replying to a question in your ASR system, you would see a failure because the system recognizes only "yes." By adding "yeah" to the Dictionary file, you prevent ASR failures.

Data in this Report

The ASR Tuning report has multiple columns that present data attributes and metrics.