Automatic Speech Recognition (ASR) biasing helps the agent better understand expected types of user input in each step. It’s especially useful for improving recognition of:
Alphanumeric codes
Names and name spellings
Dates, times, and party sizes
Addresses and yes/no responses
You can configure ASR biasing on any flow step to boost transcription accuracy. It will nudge transcription toward expected patterns, like confirmation codes or personal names.
In the step editor, you’ll see an ASR biasing panel on the right-hand side when editing a step prompt.Options include:
Alphanumeric – for booking references or confirmation codes.
Name spelling – for phonetically spelled names (e.g., “A for apple”).
Numeric – for ages or short numbers.
Party size – for group bookings.
Precise/Relative date – for specific or flexible time requests.
Single number – for one-digit responses like menu selection.
Time – for spoken times (e.g., “half past eight”).
Yes/No – for confirmation-style responses.
Address – for location names, postcodes, or street numbers.
Custom keyword fields can also be added to bias transcription toward domain-specific vocabulary.You can distinguish steps with ASR biasing already applied using the ear icon.
In the flow taken from the example page, the agent is collecting a confirmation code. Because users often say mixed letters and numbers, we toggle Alphanumeric biasing.This increases the likelihood that phrases like “X9C7G2” are heard and transcribed accurately.