What’s New - July 2025
Index
Every quarter, we share the latest updates to the Seamly platform. In this edition of What’s New, you'll read about improved data access, new speech technology integrations, and a practical fix for hallucinations in speech recognition.
Improved data access: view all data from January 1, 2025
The Seamly dashboard now gives you access to all data starting from January 1, 2025. This makes it easier to track trends over longer periods, compare quarterly performance, or evaluate long-running initiatives—without being limited to standard date ranges.
Smarter filter for hallucinations in Azure Speech-to-Text
Our speech recognition (Azure Speech-to-Text) converts spoken language into written text. Most of the time, this works very well. But in some cases—such as when there’s background noise or unclear speech—the system isn’t entirely confident about what’s being said. When that happens, it may take a guess, sometimes with unexpected results.
For example, the system might think someone asked, “What is your date of birth?”—even though that question was never asked. We refer to these kinds of errors as “hallucinations,” and they can cause confusion or trigger unintended responses.
To prevent this, we’ve added a smart filter that steps in when:
- the recognition confidence is below 50%;
- the system thinks the response is about a date of birth, and
- the detected language is Dutch.
In those cases, we simply discard the output. This helps keep the customer experience both reliable and professional. All filtered instances are automatically logged for review and ongoing improvement.
New Text-to-Speech integrations: Amazon Polly & Google Cloud
We’ve expanded our range of Text-to-Speech voices with new integrations from Amazon Polly and Google Cloud. This gives you even more options in terms of voice, accent, and language—especially helpful when you’re looking for a specific tone or pronunciation. These voices are available in the platform alongside existing TTS providers.
File uploads now available in Genesys Web Messaging
Agents using Genesys Web Messaging can now send files directly during a conversation. Whether it’s an informational PDF, a completed form, or a supporting document—file uploads make conversations more useful and complete.
With these updates, the Seamly platform continues to evolve as a scalable and flexible solution for customer interactions. Have ideas or feedback? We’d love to hear them.
