Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-25 Touch-Tone and Speech Recognition 
4
Touch-Tone and Speech Recognition
Althoug h you mig ht alread y know how to d esig n g ood  touc h-tone ap p lic ations,  
here are some sp ec ial thing s you need  to know that will help you ap p roac h 
sp eec h rec og nition wisely.
Why are the d ifferenc es b etween touc h-tone rec og nition and  sp eec h rec...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-26 Touch-Tone and Speech Recognition 
4
Application Differences Between Touch-Tone
Input and Spoken Input
Supp ose that you are working  on an ap p lic ation that c allers will use to rep ort 
p rob lems with telep hone servic e.  Part of your transac tion involves asking  c allers 
for a telep hone numb er.  For a touc h-tone interac tion, you c ould...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-27 Touch-Tone and Speech Recognition 
4
Touch-Tone Input Used with Spoken Input
You c an use WholeWord  sp eec h rec ognition to allow c allers without touc h-tone 
telep hones to use the voic e resp onse system b y sp eaking  “ yes”  or “ no.”
There are three d ifferent ap p roac hes for p lanning  the app lic ation:
nWrite two, sep arate ap p lic...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-28 Touch-Tone and Speech Recognition 
4
Figure 4-2. Example of a Dial 1 Prompt Flowchart 

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-29 Touch-Tone and Speech Recognition 
4
start:
Answer Phone
Prompt & Collect
Prompt
Speak with Interrupt
Phrase: 
“You have reached XYZ Technologies.
”
Phrase: 
“If you are calling from a
touch-tone phone...
”
Input
Max Number of Digits: 01
Checklist
Case: 
“Input OK
”
Continue
Case: 
“Initial Timeout
”
Goto sr_script
Case: 
“Too Few Digits
”
Goto...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-30 Touch-Tone and Speech Recognition 
4
A Single Touch-Tone and Speech
Recognition Application
An ap plic ation that uses touc h-tone rec og nition and  speec h rec og nition tog ether 
req uires that every p romp t b e ac c ep tab le for b oth entry methods.
!CAUTION:
Use this method  only if your system resourc es c an p roc ess the extra load , 
sinc...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-31 Touch-Tone and Speech Recognition 
4
Fig ure 4-4 shows an examp le of the Sc rip t Build er c od e to ac c ep t touc h-tone 
inp ut and  sp oken inp ut.  Note that it is imp ortant to use Try Ag ain instead of 
Rep romp t in this Promp t & Collec t ac tion.  If you use Repromp t, the ap p lic ation 
will rep eat the p hrase “ Would  you like to leave...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-32 Touch-Tone and Speech Recognition 
4
Use Touch-Tone Input When Speech
Recognition Fails
If you are using  WholeWord  sp eec h rec og nition, you may inc rease the numb er of 
suc cessful interactions by encouraging c allers to use touch-tone input when 
sp oken entries have b een rec ognized  inc orrec tly.
Touc h-tone inp ut may b e more ac c urate...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-33 Touch-Tone and Speech Recognition 
4
nIf you p lan to use FlexWord  sp eec h rec og nition, p ay attention to p lac es 
where c hoic es have numb ers.  For example, a touc h-tone p romp t in a 
homework assig nment app lic ation that says, 
“ To listen to homework, p ress 1.  To leave a messag e for the teac her, 
p ress 2.  To get a different c...

INTUITY CONVERSANT System Version 6.0
Application Design Guidelines  
585-310-670  Issue 1.0
December 1996
Designing a Voice Response Application 
Page 4-34 Dial Through and Barge-in 
4
Dial Through and Barge-in
Use the guid elines in this sec tion to d esig n your ap p lic ations that prop erly 
encourage or discourage dial through and barge-in.
Using Dial Through and Barge-in with
Errors Messages
For error messag es, req uire c allers to listen to at least p art of eac h error 
messag e, so the interac...