Elevated Error Rates: Text to Speech, Speech to Text, and Dialogflow ES/CX bot Integrations

This incident has been resolved.

Dialogflow errors have ceased. The vendor is reporting recovery but has not provided the all clear. Will continue to monitor.

TTS and STT are healthy at this time. Errors are still being observed on Dialogflow. Pending status from vendor.

Genesys is still seeing errors from the vendor but does note improvement since incident started. Pending final resolution from the vendor.

The vendor advised they have largely recovered. Genesys will monitor until the all clear is received.

The vendor has advised mitigation steps are in progress with some recovery observed. No ETR at this time.

Customers may be experiencing errors using TTS, STT, and bot flows. A case has been opened with the vendor. For speech-to-text issues, users should select Genesys Enhanced v2 as the speech-to-text provider in the bot flow. For text-to-speech (TTS), users need to select a non-Google voice. Bot flows will take the configured default path.