ASRYESNO Action in NICE CXone Studio – Complete Guide with Examples & Diagrams

What is ASRYESNO?

ASRYESNO is an Automatic Speech Recognition (ASR) action in NICE CXone Studio that captures a caller’s Yes or No response and stores the result in a variable.

It is commonly used for:

• Order confirmation
• Appointment confirmation
• Customer verification
• Survey responses
• Consent collection
• Retry confirmations

Instead of pressing keys, callers can simply speak naturally.

Example

IVR Prompt:

“You entered account number 12345. Is this correct? Please say Yes or No.”

Caller says:

“Yes”

ASRYESNO recognizes the response and routes the call to the OnYes branch.

How ASRYESNO Works

ASRYESNO Call Flow Diagram

ASRYESNO Architecture Diagram

Supported Responses

ASRYESNO includes a built-in grammar file.

Responses Recognized as YES

Yes Yep Yup Sure Correct True Absolutely Okay

Responses Recognized as NO

No Nope Incorrect False Not Correct Never

This allows callers to speak naturally instead of memorizing exact words.

ASRYESNO Editor Configuration

1. Caption

Used to identify the action in the script.

Example

ConfirmDetails

2. Sequence

Defines the prompt played to the caller.

Example

“%You entered account number” “${AccountNumber}” “%Is this correct? Please say yes or no.”

Using Audio File

“ConfirmAccount.wav”

3. Phrase

Documentation field.

This field does not affect script execution.

Example

You entered account number. Is this correct?

4. MinConfidence

Specifies minimum confidence level required.

Default:

50

Example

Confidence Returned	Result
90%	OnYes/OnNo
80%	OnYes/OnNo
40%	OnNoConf

5. TimeoutSeconds

Maximum wait time for caller response.

Default:

10 seconds

Example

TimeoutSeconds = 15

If caller remains silent for 15 seconds:

OnTimeout Branch

6. ResultVarNam

Stores recognized answer.

Example

ResultVarName = CustomerResponse

Possible values:

CustomerResponse = Yes CustomerResponse = No

7. ConfidenceVarName

Stores ASR confidence score.

Example

ConfidenceVarName = ASRConfidence

Possible value:

ASRConfidence = 92

8. DetectDTMF

Allows keypad input along with speech.

True

Caller says Yes OR Caller presses a key

False

Speech Only

Default:

False

9. ClearDigits

Clears old keypad entries from DTMF buffer.

Recommended

True

This prevents accidental key presses from previous actions affecting ASRYESNO.

10. Use1And2

Allows callers to press:

1 = Yes 2 = No

Example Prompt

If correct, say Yes or press 1. If incorrect, say No or press 2.

Important

Use1And2 = True DetectDTMF = False

Both options cannot be enabled simultaneously.

Result Branches Explained

OnYes Branch

Triggered when caller confirms.

Example

Caller: Yes

Flow:

ASRYESNO │ ▼ OnYes │ ▼ Continue Process

OnNo Branch

Triggered when caller rejects information.

Example

Caller: No

Flow:

ASRYESNO │ ▼ OnNo │ ▼ Re-enter Information

OnNoConf Branch

Triggered when ASR confidence is below threshold.

Example

Caller says:

Yeeeeaaaahhh

ASR confidence:

35%

MinConfidence:

50%

Result:

OnNoConf

OnTimeout Branch

Triggered when caller remains silent.

No Speech No DTMF

Result:

OnTimeout

OnDTMF Branch

Triggered when:

DetectDTMF = True

and caller presses a key.

Example:

Caller presses 5

Flow:

ASRYESNO │ ▼ OnDTMF

Use a Capture action after this branch to retrieve the digit.

OnError Branch

Triggered when:

• ASR service unavailable
• Syntax issues
• Connectivity problems
• Internal processing errors

Flow:

ASRYESNO │ ▼ OnError │ ▼ Agent Queue

Real-World Example – Banking IVR

Scenario

Customer enters account number.

Prompt

You entered account number 12345. Is this correct? Please say Yes or No.

Caller Says Yes

OnYes

Proceed to balance inquiry.

Caller Says No

OnNo

Return to account number entry.

Best Practices

Use Clear Prompts

Good

Is your mobile number correct? Please say Yes or No.

Bad

What do you think about that?

Set Appropriate Confidence Level

Recommended:

50–70

Always Handle Timeout

Connect:

OnTimeout

to a retry prompt.

Always Handle No Confidence

Connect:

OnNoConf

to clarification prompts.

Clear DTMF Buffer

Use:

ClearDigits = True

to avoid unexpected digit detection.

Key Benefits of ASRYESNO

Simple caller confirmation

Natural speech recognition

Faster IVR interactions

Reduced keypad dependency

Better customer experience

Built-in Yes/No grammar support

Supports voice and DTMF confirmation

Conclusion

The ASRYESNO action in NICE CXone Studio is designed to capture simple confirmation responses such as Yes or No using speech recognition. It includes built-in grammar recognition, confidence scoring, DTMF support, timeout handling, and multiple result branches. It is widely used in banking, healthcare, telecom, and customer service IVRs to confirm information before proceeding to the next step, creating a faster and more natural caller experience - NICE CX Training | VoipTrainers.