What is ASRMENU Action?

The ASRMENU Action in NICE CXone Studio is an advanced Automatic Speech Recognition (ASR) menu component that allows callers to interact with an IVR system using their voice instead of only keypad inputs. It helps organizations create intelligent self-service experiences by allowing customers to speak menu options naturally.

For example, instead of pressing “1” for Sales or “2” for Support, callers can simply say:

• “Sales”
• “Support”
• “Customer Service”

The ASRMENU action recognizes the spoken words and routes the call accordingly.

ASRMENU

Supported Script Types

Why ASRMENU is Important in NICE CXone Studio

Modern customers prefer speaking naturally rather than navigating lengthy IVR menus. ASRMENU improves customer experience by:

• Reducing call handling time
• Improving customer satisfaction
• Providing faster call routing
• Supporting both voice and DTMF input
• Creating intelligent IVR workflows
• Enhancing self-service automation
• Reducing agent workload

How ASRMENU Works

Example Prompt

Welcome to VoIP Trainers.

For Sales, say Sales. For Technical Support, say Support. For Billing, say Billing.

The caller speaks one of the options, and ASRMENU routes the call to the correct department.

Script Example 1

Asrmenu provides an easy way to create an ASR-driven menu system. It uses common branches such as OnNoConfidence and OnTimeout, but allows the user to specify their own branches for specific phrases. For example:

In this script, the Asrmenu action uses the CustomCases branch to route calls based on three different possible utterances by the caller: Sales, Service, or Repeat. These values are defined in the branch and used to recognize the caller’s utterance.

Script Example 2

If DTMF is set to true, it is not necessary to spell out the variable paths on the menu as “one” and “1”. The speech engine recognizes the word “one” as the variable value 1. The appropriate script would look like:

Key Features of ASRMENU

1. Speech Recognition

The action listens to caller responses and compares them against predefined phrases.

Example:

Caller Says: Sales

ASRMENU detects the word and routes the call to the Sales branch.

2. DTMF Support

ASRMENU can also accept keypad input.

Example:

Press 1 or say Sales Press 2 or say Support Press 3 or say Billing

This provides flexibility for all callers.

3. Custom Branch Routing

You can create custom speech branches for specific words or phrases.

Examples:

| Caller Says

|

Route To

| | — | — | |

Sales

|

Sales Queue

| |

Support

|

Support Queue

| |

Billing

|

Billing Queue

| |

Repeat

|

Replay Menu

|

This makes ASRMENU highly customizable.

Important ASRMENU Properties

Caption

Provides a unique name for the action.

Example:

Main_Menu

Sequence

Defines the prompt played to callers.

Example:

“Welcome to VoIP Trainers. Say Sales for Sales. Say Support for Support.”

Supports:

• Recorded WAV files
• Text-to-Speech (TTS)
• Mixed prompts

Phrase

Used only for documentation purposes.

Example:

Main IVR Menu Prompt

This does not affect execution.

MinConfidence

Determines the minimum speech recognition confidence level.

Example

40%

If the recognition score falls below this value:

OnNoConfidence Branch

is triggered.

TimeoutSeconds

Defines how long the system waits for caller input.

Example:

10 Seconds

If the caller remains silent:

OnTimeout Branch

executes.

ResultVarName

Stores the recognized speech result.

Example:

Caller says: Sales

Stored value:

ASRMENUResult = Sales

ConfidenceVarName

Stores confidence percentage.

Example:

ASRConf = 92

Meaning:

92% Recognition Accuracy

DetectDTMF

Determines whether keypad entries are accepted.

True

Voice + Keypad

False

Voice Only

ClearDigits

Controls DTMF buffer cleanup.

True

Old digits are removed.

False

Previous DTMF values remain in memory.

InterDigitTimeout

Defines waiting time between keypad presses.

Example:

Enter Account Number

System waits for additional digits before proceeding.

ContentType

Defines how speech is recognized.

Options

PhraseList

Recognizes phrases directly configured in Studio.

GrammarFile

Uses custom grammar files for advanced speech recognition.

GrammarFile

Allows use of custom speech grammar files.

Benefits:

• Better recognition
• Industry-specific terminology
• Large vocabulary support

Maximum size:

15 MB

TermDigit

Defines a termination key.

Most common:

Example:

Enter Account Number followed by #

MaxDigits

Defines maximum digits accepted.

Example:

Last 4 digits of SSN

Configuration:

MaxDigits = 4

If callers must enter:

1234#

Then:

MaxDigits = 5

ASRMENU Result Branches

Default

Executed when no other condition matches.

OnTerminator

Triggered when termination key is pressed.

OnMaxDigits

Triggered when maximum digits are reached.

OnNoConfidence

Triggered when speech confidence falls below the configured threshold.

OnTimeout

Triggered when caller remains silent.

OnError

Triggered for unexpected system issues.

Examples:

• Connectivity issues
• Syntax errors
• Recognition engine failures

Custom Cases

Allows custom speech routing.

Example:

Sales Support Billing Repeat

Each option routes to a different branch.

Real-World NICE CXone Studio Example

Banking IVR

Welcome to ABC Bank.

Say Balance for Account Balance. Say Loan for Loan Services. Say Credit Card for Card Services. Say Agent to speak with an advisor.

Best Practices for ASRMENU

Keep Prompts Short

Good:

Say Sales or Support.

Bad:

Please listen carefully because our menu options have changed…

Use Simple Words

Examples:

• Sales
• Support
• Billing
• Agent

Enable DTMF Backup

Always allow keypad input for callers who prefer it.

Configure Confidence Properly

Recommended:

40-50%

for most IVR menus.

Handle Errors Gracefully

Always connect:

• OnTimeout
• OnNoConfidence
• OnError

to retry logic.

Benefits of Learning ASRMENU in NICE CX Training

By mastering ASRMENU, administrators can:

• Build intelligent IVR systems
• Improve caller experience
• Reduce transfer rates
• Increase self-service adoption
• Implement voice-enabled customer journeys
• Enhance speech recognition workflows
• Become proficient in NICE CXone Studio development

Conclusion

ASRMENU Action in Studio is one of the most powerful speech-enabled IVR components in NICE CXone. It combines voice recognition, DTMF input, custom branching, confidence scoring, and intelligent call routing to create modern customer experiences. Learning ASRMENU is essential for professionals pursuing NICE CX Training Customized Training, as it enables the design of smart, user-friendly, and highly efficient contact center applications - VoipTrainers.