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

Update timeline

1. identified Jun 12, 2025, 06:44 PM UTC

   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.

2. identified Jun 12, 2025, 07:19 PM UTC

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

3. monitoring Jun 12, 2025, 07:43 PM UTC

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

4. monitoring Jun 12, 2025, 08:02 PM UTC

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

5. monitoring Jun 12, 2025, 08:23 PM UTC

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

6. monitoring Jun 12, 2025, 09:08 PM UTC

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

7. resolved Jun 12, 2025, 11:36 PM UTC

   This incident has been resolved.