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The {*} Wildcard Tag is a functional Cyara Test Case Tag that performs a specific function. Including the Wildcard Tag in an Expect to Heard field on a Test Case will inform Cyara Speech Recognition to ignore part of a prompt in recognition. The {*} Wildcard Tag is used as a placeholder to replace the Expect to Hear text that should be ignored.

The {*} Wildcard Tag has a range of applications when testing customer contact solutions that have highly interchangeable parts, such as menus that will speak out a Day of the Week or a Customers' Name for example. Rather than making Test Cases to cover each of these simple differences, the {*} Wildcard Tag can be used instead.

Conditions and Restrictions

• The  {*} Wildcard Tag can be used multiple times within the same prompt
• Cannot be immediately followed by another {*} Wildcard Tag in the same prompt (some text must separate these Tags).
• The  {*} Wildcard Tag can not be used inside of a {Choice} Tag

Examples of Using the {*} Wildcard Tag in a series of Cyara Test Cases.

• Very changeable parts of prompt speech such as varying time or monetary values (although the specific {Time} and {Currency} tags should be preferred over this generic wildcard tag)
• Audio glitches such as ring-back, truncated words, and music

Scenario 1.
In this scenario, we have deployed a contact centre solution that identifies the customers first name from their call-in number and greets them with a personalised welcome message. As we are only speaking the customers first name, we can use the {*} Wildcard Tag to ignore this part of the welcome message as it will always be changing depending on our testing scenario. Ignoring this spoken name while listening to and performing Speech Recognition on the the remainder of the welcome message helps us ensure that our new contact centre solution is performing as we expect.

Note: In the above scenario, we are choosing to ignore the spoken name section of the welcome message greeting. If you are aiming to ignore changing Time or Monetary values that are presented by your IVR, we recommend using the specialised {Time} and {Currency} tags over this generic {*} Wildcard Tag as the {Time} and {Currency} tags are designed to handle the unique grammar and syntax around expressing these values and will result in a higher recognition score for your Test Cases.

Scenario 2.
The {*} Wildcard Tag can also be used to ignore more than just speech from your IVR, it can also be used to ignore audio glitches, music, ringback tones, truncated words and more. In this below example we have a long hold message that we want to ensure is being played to customers in full. However this hold message is interspersed with sections of music.