Tag: {Language}
Testing IVRs that offer customer interactions in a range of different language is becoming more common, and Cyara's {Language} Tag gives you the flexibility to nominate different languages to be recognised for a given Test Case Step. Having the ability to specify a Language instructs the Cyara Speech Recognition to listen for the nominated language, and all of the unique grammar, syntax and wording that is involved, allows you to create a comprehensive multi-lingual testing suite easily.
The {Language} Tag overrides your nominated Cyara Account default recognition language with a new one, for only the Test Case step where it is included. Subsequent steps will return to the Account default language. The selection of language is determined by the country code specified inside of the Tag.
Conditions and Restrictions
- This tag operates on a step level, if you set the{Language} tag on one step, the next step will still use the default Language.
- If no {Language} tag is set, then the default Language for that account is used for recognition.
- You can override the default language for an entire Test Case by entering the {Language} tag into the Notes field of a Test Case.
Examples of Using the {Language} Tag in a series of Cyara Test Cases.
The following example scenarios cover a range of applications of the {Language} Tag to improve Test Case recognition scores for IVRs that are engaging with customers in a range of languages.
Scenario 1.
In this scenario, we are deploying a new contact centre that caters for customers in Spanish. Most of our Cyara Test Cases are testing our US-English contact centres and swapping the account default language back and forth is not workable. To resolve this situation, we can nominate Test Case Steps in our Cyara Test Case to recognise a language other than our Account default.
| Actual Audio Heard | Expect to Hear | Step Outcome |
| Hola, bienvenido al banco de ejemplo | {Language us-ES} Hola, bienvenido al banco de ejemplo | Successful: The actual audio heard does match the Spanish text in the Expect to Hear field, and the {Language} Tag correctly specifies "us-ES" to change the language to US Spanish. |
Note: In the above scenario, rather than specifying the Language on each Test Case Expect to Hear field, you could instead write {Language es-US} into the Notes field on the Test Case. Applying the {Language} Tag to the notes field on a Test Case overrides the default language for All steps within that Test Case.
Scenario 2.
In this scenario we again have a welcome prompt that offers two options, both of which are spoken in different languages. However in this scenario this welcome menu switches between both offers very quickly, and as such will be built as a single Cyara Test Case step.
| Actual Audio Heard | Expect to Hear | Step Outcome |
| Welcome, for English press One, Hola, para español presione dos. | Welcome, for English press 1 {Language us-ES} ola, para español presione dos. | Successful: As long as the default language is set to en-US (English), the first half of the opening prompt will be recognised in English, and the introduced {Language} Tag will recognise the second half in "US Spanish" |
Scenario 3.
Another application for the {Language} Tag is to improve test case recognition results for IVRs that speak in accents that could be challenging for Speech Recognition that has been trained on speech for a different country (The differences between Australian and American English for example).
In the below example, we have an Australian Bank opening main menu message. However the "Latest Promotion" text is spoken by someone with an American accent, which is delivering poor speech recognition results.
| Actual Audio Heard | Expect to Hear | Step Outcome |
| G'day and welcome to Australia Bank, have you heard about our latest promotion | G'day welcome to Australia Bank, {Language en-US} have you heard about our latest promotion | Success: Assuming that the default language on this Cyara Account is set to en-AU. Inserting the {Language en-US} just in front of when the American speaker starts talking, the Cyara Speech Recognition can more accurately recognise this speech. |
More on the Language tag could be found on below articles :
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