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Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide
Lucent Technologies INTUITY CONVERSANT System Version 6.0 Guide
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INTUITY CONVERSANT System Version 6.0
Application Design Guidelines
585-310-670 Issue 1.0
December 1996
Designing a Voice Response Application
Page 4-35 Dial Through and Barge-in
4
How to Encourage Dial Through and Barge-in
Exp erienc ed c allers like to shorten the c all b y resp ond ing d uring the p romp t, and
thus save time b ec ause they know what to say or d o. Therefore, if you have the
d ial throug h/b arg e-in c ap ab ility enab led for a p romp t, you should enc ourag e
c allers to resp ond when they are read y, even d uring the p romp t. To enc ourag e
d ial throug h or barge-in for a menu, leave a pause after eac h op tion. Using the
Promp t & Collec t ac tion, p lay an op tion, then p lay a series of silenc e p hrases
eq ual to 1.5 sec ond s. Silenc e is not need ed after the final op tion. For examp le:
“ For sales, say 1. {1.5 second p ause}
For servic e, say 2. {1.5 sec ond p ause}
For an attend ant, say zero.”
For information on how to enc ourag e b arg e-in for a yes/no p romp t, see “Yes/No
Questions with Barg e-in (WholeWord Sp eec h Rec og nition),” ab ove.
Barg e-in uses system resourc es also used by sp eec h rec og nition. If resourc es
are a prob lem, you c ould d isab le b arg e-in until you have exp anded your sp eec h
rec ognition resourc es. See Chap ter 7, “ Performanc e Information,” in
INTUITY™
C O N VERSAN T® Sy s t e m Ve r s io n 6 . 0 Sys t e m D e s c r i p t io n
, 585-310-241, for more
information ab out alloc ating system resourc es.
How to Discourage Dial Through and Barge-in
If you have the d ial throug h/b arge-in c ap ab ility disab led for a p romp t or if you are
using FlexWord sp eec h rec og nition or DPR at this promp t, you want c allers to
respond only after the p rompt is finished to op timize the rec og nition. To
d isc ourag e d ial throug h/b arg e-in for a menu, d o not leave a long p ause b etween
options. For example:
“ For sales, say 1. For servic e, say 2. For an attend ant, say zero.”
You c an also d isc ourag e b arg e-in for a yes/no p romp t. See, “ Yes/No Questions
with Barg e-in (WholeWord Sp eec h Rec og nition),” ab ove for more information.
When b arg e-in is turned off or unavailab le, make sure that your rec ord ed
p romp ts have no silenc e at the end . Callers may resp ond during the silenc e.
When this hap p ens, the rec og nizer will not hear p art of the c aller’s resp onse.
When using FlexWord sp eec h rec og nition and /or d ial pulse rec ognition, always
d isc ourag e b arg e-in. You c an tell c allers at the beg inning of the ap p lic ation to
wait until the end of eac h p romp t b efore resp ond ing . Also, use short, d irec t
p romp ts so c allers will not try to answer too quic kly.
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-36 Dial Pulse Recognition in Applications 4 Dial Pulse Recognition in Applications Use the guid elines in this sec tion to d esig n ap p lic ations that use d ial p ulse recognition (DPR). Dial Pulse Recognition Training To imp rove d ial p ulse rec ognition ac c urac y, the system uses a method c alled training. Training allows the system to learn thing s ab out the c all suc h as the q uality of the c onnec tion, the network, and the telep hone b eing used to p lac e the c all. Training is automatic ally turned on in a DPR c all on the first inp ut of a d igit 5 or hig her. Then it is automatic ally turned off for the d uration of the c all. It is a g ood id ea to tell your c allers to d ial 9, followed b y the information you need at the first Promp t & Collec t the c aller will hear. You c an also turn the training on ag ain d uring your app lic ation if need ed . Dial Pulse Recognition Digit Input DPR sup p orts c onnec ted -d ig it inp ut. Confirmation to the c aller may be nec essary for dial p ulse inputs. You c an inc rease ac c urac y by using b uilt-in or c ustom g rammars. One b uilt-in g rammar looks for inputs that are three numb ers ap art, for example 2, 5, and 8. For yes/no inp uts, ask for 2 for “ yes” and 5 for “ no,” or 5 for “ yes” and 8 for “ no.” Remember to b e c onsistent so your c allers will not b e c onfused . Avoid asking for 1 as an inp ut for yes/no. Dial Pulse Recognition and Barge-in DPR does not support barge-in. Therefore, write the prompts to discourage barge-in, as described above in, ‘‘How to Disc ourag e Dial Throug h and Barg e-in.’’
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-37 FlexWord Speech Recognition in Applications 4 FlexWord Speech Recognition in Applications Use the guid elines in this sec tion to d esig n ap p lic ations that use FlexWord sp eec h rec og nition. The FlexWord Sp eec h Rec og nition software rec og nizes c allers sp eaking word s from a voc ab ulary that you d efine for your ap plic ations. Allowing c allers to say the option they want instead of a numb er or “ yes” or “ no” c an make the interac tion more natural and easy to use. How to Choose Words for Your FlexWord Vocabulary FlexWord sp eec h rec og nition allows you to use your own c ustom voc ab ulary. Each ap plic ation has its own vocab ulary comp rised of a set of wordlists. Only one FlexWord lang uag e c an b e installed on the system, b ut a sing le FlexWord lang uag e c an sup p ort many ap p lic ations. Ap p lic ations c an also share word lists. For eac h Promp t & Collec t ac tion, only one word list c an b e ac tive (valid) for use b y the rec og nizer. The word s in eac h word list must sound different to avoid rec ognizer errors. Your app lic ation c an use two word s that sound similar, but they should b e on sep arate word lists, and used in a d ifferent menus. What is a g ood word or phrase to use in a word list? The following sec tions d isc uss a numb er of attrib utes. Length Word s (or p hrases) with more than one syllab le are easier to rec og nize than shorter word s. For examp le, the p hrase “ ad d entry” would b e b etter to use than the word “ ad d .” You c an inc lud e p hrases of several word s. If the p hrases are too long , however, your c allers may not rememb er the whole p hrase when they resp ond . Sound Use words that d o not sound similar to eac h other. To the rec og nizer, vowels are slig htly more imp ortant than c onsonants. Avoid using word s with similar vowel sound s. Word s that are d ifferent in only one or two c onsonants are d iffic ult for the recognizer to accurately distinguish between. For example, the words “connect” and “ c omment” sound similar to the rec og nizer.
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-38 FlexWord Speech Recognition in Applications 4 Meaning Make your word lists meaningful and help ful to your c allers. Choose word s and p hrases that would oc c ur naturally to your c allers. Ask some of your typ ic al c allers what word s or p hrases they would use for ac tions in your ap p lic ation. Do not rely only on your knowled g e, and other p eop le in your b usiness. Synonyms If your c allers use more than one word for the same thing , ad d all the word s to your word list. See “ Mod ify a Touc h-Tone-Only Ap plic ation to Inc lud e Sp oken Inp ut,” ab ove for an examp le of how to use more than one p hrase for a sing le menu c hoic e. Be sure that the synonyms you use are not c onfused b y the rec ognizer with other word s alread y in your word list. An exc eption would b e when two word s that sound alike also mean the same thing , and result in the same op tion for the c aller. Common Responses If your c allers tend to resp ond with a word that is not on your word list, ad d that word to the wordlist. For examp le, if the word list c ontains the valid sizes “ small,” “ med ium,” and “ larg e,” you c ould ad d “ p etite” to the word list if several c allers respond with this word . Then, if a c aller says “ petite,” the ap p lic ation c an respond b y saying “ Sorry. We d o not offer p etite sizes. Please c hoose small, medium, or large.” Digits If you want to rec og nize numb ers like “ one,” “ two,” “ three,” etc ., in the same ap plic ation as your FlexWord voc ab ulary, you must have the WholeWord sp eec h rec ognition software installed on your system. Do not attemp t to b uild FlexWord vocabularies containing digits. WholeWord recognition models have been refined , and FlexWord rec og nition mod els for the same word s will result in lower ac c urac y. Also, FlexWord sp eec h rec og nition c annot rec og nize more than one word or p hrase in a row (req uired to rec og nize c onnec ted d ig its). “Yes” and “No” If you want to rec og nize “ yes” and “ no,” this is also b est d one with WholeWord sp eec h rec og nition. If you d o not p lan to p urc hase WholeWord speec h rec ognition, you c an use a FlexWord word list inc lud ing “ yes” and “ no,” b ut the ac c urac y for FlexWord sp eec h rec og nition will b e lower than for WholeWord sp eec h rec og nition.
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-39 FlexWord Speech Recognition in Applications 4 How to Segment Large Wordlists Larg e word lists are more likely to have word s that sound alike. You c an d ivide the list b y g roup ing the items into smaller word lists. Callers c ould b e p romp ted in two step s: 1. Say the group word (such as a department). 2. Say the ind ivid ual selec tion word (suc h as an emp loyee name). For example: “ Please say the dep artment of the item you wish to p urc hase.” “ Please say the name of the item you wish to p urc hase.” How to Word Prompts for FlexWord Speech Recognition FlexWord sp eec h rec og nition d oes not sup port b arg e-in. Therefore, write the prompts to discourage barge-in, as described above in, ‘‘How to Disc ourag e Dial Throug h and Barg e-in.’’
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-40 Bilingual, Multilingual, and Non-US English Applications 4 Bilingual, Multilingual, and Non-US English Applications Your INTUITY CONVERSANT system c an sup p ort up to two d ifferent WholeWord sp eec h rec og nition software in several availab le lang uages. Use the g uid elines in this sec tion to effec tively use sp eec h rec ognition for lang uages other than US En g l is h . Bilingual Applications The INTUITY CONVERSANT system allows you to p rovid e c allers with b ilingual servic e. The system c an p lay p romp ts and announc ements, and rec og nize sp eec h, in several lang uag es. In some c ases you will b e able to p rovid e this typ e of servic e with a sing le ap p lic ation. In other c ases, you will need to use a sep arate ap p lic ation for eac h lang uag e. Selecting a Language All b iling ual servic es, whether simp le or c omp lex, should ask c allers for their p referred lang uag e at the b eg inning of the ap p lic ation. The system c an then selec t the ap p lic ation (or p art of the ap p lic ation) that speaks and rec og nizes sp eec h in the lang uag e the c aller has c hosen. Use a Language Gate The p art of the ap p lic ation that asks the c aller to p ic k one of two lang uag es is c alled a lang uag e g ate. Sinc e the system c an only rec og nize a sing le lang uag e for eac h Promp t & Collec t statement, the lang uag e g ate must be written c arefully. The sp eec h rec ognition lang uag e g ate illustrated below inc lud es two questions, one in eac h lang uag e. Eac h question asks the c aller to say a voc abulary word in one of the lang uages. The ap p lic ation then b ranc hes to a d ifferent ap p lic ation d epend ing on the c aller’s resp onse. You c an also have a lang uag e g ate for a touc h-tone only ap p lic ation. First, g reet the c allers in eac h lang uag e. Then say, for examp le, “ For Eng lish, p ress one. Para Esp añol, marq ue d os.” The c od e exec utes a d ifferent ap p lic ation b ased on c aller inp ut. Se e Fi g u re 4 - 5 for an examp le of a suc c essful lang uag e g ate imp lementation. Fig ure 4-6 shows an examp le of the Sc rip t Build er c od e to sup port a lang uag e gate.
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-41 Bilingual, Multilingual, and Non-US English Applications 4 Figure 4-5. Example of a Language Gate Flowchart Cal l er said yes?. Cal ler said s ?.í First time through?Ye s Ye s No No No Ye s Listen for 4 seconds Listen for 3seconds Hello. Welcome to the ABC Companys infor mation line. Hola. Bienvenidoalneadeinformaci ndecompa aABC.íóñí Para Espa ol, diga s ahora.ñí For English, say yes now. flcv003 CJL 071196 Go t o US English script Go to Latin-American Spanish script Transfer to attendant
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-42 Bilingual, Multilingual, and Non-US English Applications 4 start: Answer Phone Announce Speak with Interrupt Phrase: “Welcome / Bienvenido ” Set Field Value Field: howmanytimes = 0 ENGLISH: Evaluate If howmanytimes > 1 Announce Speak with Interrupt Phrase “Transferring. ” Transfer To 1234 Type: Blind End Evaluate Set Field Value Field: howmanytimes = howmanytimes + 1 Prompt & Collect Prompt Speak with Interrupt Phrase: “For English, say yes now. ” Input Mode: US_YN Max Number of Digits: 01 No. of Tries To Get Input: 01 Checklist Case: “Input OK ” Continue Case: “Initial Timeout ” Goto SPANISH Case: “Too Few Digits ” Goto SPANISH Case: “No More Tries ” Goto SPANISH End Prompt & Collect Evaluate If $CI_VALUE = “Y ” External Action: Execute Application_Name: “english_script ” Write_Call_Data_Record: “no ” Return Field: returnfield End External Action Announce Continued on next page.
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-43 Bilingual, Multilingual, and Non-US English Applications 4 Speak with Interrupt Phrase: “We are experiencing technical difficulties... ” Quit End Evaluate SPANISH: Prompt & Collect Prompt Speak with Interrupt Phrase: “Para Espanola, Dagi si ahora. ” Input Mode: MS_YN Max Number of Digits: 01 No. of Tries To Get Input: 01 Checklist Case: “Input OK ” Continue Case: “Initial Timeout ” Goto ENGLISH Case: “Too Few Digits ” Goto ENGLISH Case: “No More Tries ” Goto ENGLISH End Prompt & Collect Evaluate If $CI_VALUE = “Y ” External Action: Execute Application_Name: “spanish_script ” Write_Call_Data_Record: “no ” Return Field: returnfield End External Action Announce Speak with Interrupt Phrase: “We are experiencing technical difficulties... ” Quit End Evaluate Goto ENGLISH Figure 4-6. Script Builder Code for Language Gate
INTUITY CONVERSANT System Version 6.0 Application Design Guidelines 585-310-670 Issue 1.0 December 1996 Designing a Voice Response Application Page 4-44 Bilingual, Multilingual, and Non-US English Applications 4 Dates, Times, and Monetary Amounts If your ap p lic ation does not need to speak d ates, times, monetary amounts, or numb ers to the c aller, you c an use a sing le ap p lic ation to hand le the interac tions in b oth lang uag es. Write the ap plic ation in two d ifferent p arts, with eac h p art p romp ting and rec og nizing sp eec h in a sing le lang uag e. When the c aller c hooses a p referred lang uag e in the b eg inning of the ap p lic ation, b ranc h to the c orrec t sec tion. If your ap p lic ation must sp eak d ates, times, monetary amounts, or numb ers to the c aller, eac h lang uag e must b e proc essed in a sep arate ap p lic ation. A sing le ap plic ation c an have only one set of ehanc ed b asic speec h p hrases; the p hrases that are used to sp eak numb ers. Therefore, eac h ap p lic ation c an only sp eak numb ers in a sing le lang uag e. Enhanc ed b asic speec h (p reviously c alled stand ard sp eec h) allows the system to p lay c ommonly used word s to c allers from p rofessional rec ord ing s mad e b y Luc ent Tec hnolog ies. The best way to sp eak a numeric entry b ac k to a c aller is to use enhanc ed basic sp eec h for the loc al lang uag e. The c ap ab ility of sp eaking out d ates, times, and monetary amounts is sup p orted b y the following enhanc ed basic sp eec h lang uag es (the voic e is female unless sep arate male and female are indicated). nAustralian Eng lish nBrazilian Portug uese nCanad ian Frenc h nCantonese Chinese nCastilian Sp anish nDutch nFren c h nGerman nHindi nJap anese nLatin-Americ an Sp anish nMand arin Chinese nUK English nUS Eng lish (male and female) You c an install as many of these lang uagess as you have sp ac e for on your system d isk(s). One lang uag e will b e availab le for eac h ap plic ation, b ut your system c an sup p ort several different app lic ations.