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How to use the {EnhancedConfidenceAlgorithm} Tag Effectively.

Updated: Daniel Haynes Edited:
The Enhanced Confidence Algorithm Feature is now enabled across all Cloud Platform Cyara Accounts.
With this feature we also introduce a new Optional Test Case Tag to further customise how the new Enhanced Confidence Algorithm feature functions.

The Enhanced Confidence Algorithm is being continuously improved by the Cyara Development Teams, any new developments or changes to how the Algorithm functions will be announced here, and in the Cyara User Guide Documentation.

This feature addresses an issue in earlier versions of the Cyara Platform, where false negative confidence scores of 0% or 3.1% were being generated due to signal interference, background noise or various other factors.
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When test cases fail recognition and the Enhanced Confidence Algorithm is used, you will be notified in the Step Result Detailed Description as below;

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Note: When the Enhanced Confidence Algorithm is used it applies to Test Cases that run as part of Pulse or Velocity Campaigns ONLY and also for Calls made as part of the Test Case Validation process.

 

Using the {EnhancedConfidenceAlgorithm} Tag in Cyara Test Cases is entirely 100% optional, as the algorithm is enabled on all accounts in the Cyara Cloud Platform by Default.

However if you want to force a different type of Enhanced Confidence Algorithm implementation, these options are available in the form of the {EnhancedConfidenceAlgorithm} Tag and parameters. 

 

Examples of Usage

To control how the Enhanced Confidence Algorithm calculates Word Accuracy Rate (WAR) for a Cyara Test Case Step, we use the {EnhancedConfidenceAlgorithm} Tag which can be specified with the following parameters.

  1. {EnhancedConfidenceAlgorithm Lenient} - Set as Default and not need to be specified (unless your account is set to use a different algorithm by default), uses Levenshtein String Distance algorithm.

  2. {EnhancedConfidenceAlgorithm Strict} - Strict algorithm uses NIST alignment algorithm

  3. {EnhancedConfidenceAlgorithm Disabled} - Can be used to disable Enhanced Confidence for a specific recording or a Test Case.

The {EnhancedConfidenceAlgorithm} Tag  can be used in the Expect to Hear field, or the notes field to apply to all Steps within the Test Case.

The Enhanced Confidence Algorithm treats all speech matching tags as Wildcard {*}. It ignores all words corresponding to speech matching tags when calculating Word Accuracy Rate (WAR).

Conditions and Restrictions

  • The Enhanced Confidence Algorithm is not used when an Expect to Hear field contains more than one Choice tag. In these instances the standard ASR Algorithm is used for recognition.
  • The Enhanced Confidence Algorithm is not applicable to Priority steps regardless of Campaign type.
  • The Enhanced Confidence Algorithm is not compatible with Cruncher Campaigns.

All of the limitations of the Enhanced Confidence Algorithm, and it's implementation that are covered in these notes will be addressed in future releases of the Cyara Platform.

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