Answer

There will be few cases where you might face issues with a particular test case step failing with low confidence. To troubleshoot such scenario we advise to use the Prompt Analyzer feature which can be accessed in the test case step result.

The screenshot below shows how to access Cyara Prompt Analyzer (PA) on example:

Once you click the PA icon, a new Prompt Analyzer page will open. It has few important fields and information regarding the step which failed such as: "Expect to Hear" verbiage,
"Major/Minor" confidence threshold, a player that allows to listen for a step recording, and Analyze button, and some other options.

The screenshot below demonstrates the Prompt Analyzer window:

To troubleshoot the issue you need to listen the step recording which should match with the verbiage specified in the Expect To Hear (ETH) field. If you notice that some words are missing from the ETH, edit the ETH on the same page and click the Analyze button. When Analyze button is pressed Cyara will attempt to do the recognition of the same recording with the new verbiage and display a new confidence level:

Note: If you confirm that verbiage in ETH and the recording is the same, and match 100%, however Cyara is still failing to recognize it, please raise a ticket with Cyara Support team to investigate it further.