The ASRALPHANUM action in NICE CXone Desktop Studio allows callers to speak or enter letters, numbers, and special characters through IVR. It converts spoken alphanumeric values into variables that can be used for authentication, customer identification, ticket tracking, email capture, and account validation.
This action is mainly used in advanced IVR automation workflows where users must provide:
- Email IDs
- Customer IDs
- Tracking Numbers
- Employee Codes
- License Keys
- Reference Numbers
- Usernames
The action supports:
- NATO phonetic alphabet (Alpha, Bravo, Charlie)
- Digits (Zero–Nine)
- Special words like:
- underscore
- period
- dash
- space
What is ASRALPHANUM?
The ASRALPHANUM action captures spoken alphanumeric input and stores it inside a script variable.
Example:
Caller says:
“Alpha Bravo One Two Three”
Stored Result:
AB123
This makes it extremely useful for:
- Customer verification systems
- Email collection
- CRM lookup
- Ticket validation
- AI-powered self-service IVR
Supported Inputs
The action recognizes:
Alphabets
Using NATO phonetics:
Spoken Input | Captured Value |
Alpha | A |
Bravo | B |
Charlie | C |
Delta | D |
Numbers
Spoken Input | Output |
Zero / Oh | 0 |
One | 1 |
Two | 2 |
Special Characters
Spoken Word | Output |
Period | . |
Underscore | _ |
Space | (space) |
Real-Time Business Use Cases
- Email Address Collection
Example:
Caller says:
“john underscore doe at gmail period com”
Stored Value:
john_doe@gmail.com
Used for:
- Password reset
- Email confirmation
- Digital ticket delivery
- Customer ID Validation
Caller provides:
CUS102938
The IVR validates the ID directly from CRM.
- Ticket Number Verification
Example:
INC458921
Used in IT helpdesk automation.
- Employee Authentication
Users speak employee code before connecting to HR.
- AI Self-Service Banking IVR
Capture:
- Account Number
- PAN Number
- Loan ID
- Application ID
without agent involvement.
ASRALPHANUM Workflow Architecture
Advanced Enterprise Workflow
Important Input Properties
- Sequence
Defines the prompt played to the customer.
Example:
“Please say your customer ID now”
Supports:
- WAV files
- TTS prompts
- Phrase
Used only for documentation purposes.
Helps developers understand the prompt text.
- HighConfidence
Defines the confidence threshold for successful recognition.
Default:
72
If ASR confidence ≥ 72:
OnHighConfidence branch executes
- MinConfidence
Defines minimum acceptable ASR confidence.
Default:
51
If recognition is between:
51–71
then:
OnMedConfidence executes
- TimeoutSeconds
Defines silence timeout duration.
Default:
10 seconds
If caller remains silent:
OnTimeout branch executes
- ResultVarName
Stores recognized value.
Example:
CustomerEmail
Result:
john_doe@gmail.com
- DetectDTMF
Allows both:
- Voice Input
- Keypad Input
If enabled:
TRUE
caller can switch between speech and keypad.
Branch Conditions Explained
Branch | Purpose |
Default | Normal flow |
OnHighConfidence | High ASR accuracy |
OnMedConfidence | Medium confidence |
OnNoConfidence | Recognition failed |
OnTimeout | Caller silent |
OnError | System issue |
OnDTMF | Keypad input detected |
Recommended IVR Design Strategy
This improves:
- Customer Experience
- Speech Accuracy
- Containment Rate
Sample Enterprise Banking Workflow
DTMF + ASR Hybrid Workflow
Common Errors & Troubleshooting
Problem 1 – Low Recognition Accuracy
Solution
- Improve microphone quality
- Reduce background noise
- Increase confidence thresholds
Problem 2 – Immediate OnDTMF Trigger
Cause:
Old digits exist in DTMF buffer.
Solution
Set:
ClearDigits = TRUEProblem 3 – Timeout Issues
Solution
Increase:
TimeoutSecondsfor elderly callers.
Optimization Tips
Use Short Prompts
Good:
Please say your customer IDBad:
Please carefully say your complete customer identification number nowUse Confirmation Flow
You said AB123.Is that correct?
Improves IVR accuracy significantly.
Enable Multi-Language Support
Using:
Voiceparams → languageLocale
You can detect:
- English
- Hindi
- Tamil
- Spanish
- French
ASRALPHANUM vs ASRDIGITS
Feature | ASRALPHANUM | ASRDIGITS |
Letters | Yes | No |
Numbers | Yes | Yes |
Email Capture | Yes | No |
Customer IDs | Yes | Limited |
Account Numbers | Yes | Yes |
Special Characters | Yes | No |
Example Studio Script Logic
Play Prompt
↓
ASRALPHANUM
↓
OnHighConfidence
↓
Assign Variable
↓
API Request
↓
Decision Branch
Benefits of ASRALPHANUM
Faster Authentication
Reduces agent dependency.
Better Self-Service
Customers complete tasks without waiting.
Reduced AHT
Average Handle Time decreases.
Improved Automation
Enables AI-powered IVR workflows.
Conclusion
The ASRALPHANUM action in NICE CXone is one of the most powerful IVR speech-recognition tools for enterprise automation. It allows organizations to build intelligent voice workflows capable of capturing:
- Emails
- Customer IDs
- Tracking Numbers
- Usernames
- Authentication Data
When combined with:
- CRM APIs
- AI routing
- Voice Biometrics
- Self-service automation
it creates a highly scalable modern contact center experience-NICE CXone Training | VoipTrainers.
