Using the Natural Language Module

1. Create a Natural Language Module The Natural Language Module Modules are the individual elements you use to create your Information System. When you create an Information System, you are crafting a conversation between a computer and a live person. Each Module represents a single, distinct portion of that conversation. The different types of Modules are: Start, List, Multilevel, Overview, Yes/No, Goto, Hangup, Transfer, Global, Global Yes/No and Goto Project. Each Module has its own unique function and symbol. is a variation of the List Module A List Module is a Module that allows you to present a list of choices for your customers to choose from. Then, they can state the choice they are interested in and be directed to an appropriate Response.. The Natural Language Module allows you to set up both Primary and Secondary Concepts. This allows your caller to speak more naturally when making their selection. by dragging one from the Module Menu The menu that contains all the Modules available for use in the program. You can drag Modules from this menu into the Call Flow View.Call Flow View The screen where you can see all the Modules in your project and how they relate. This is where you design and view how a customer’s call will flow through your Speech Driven Information System from beginning to end.. into the Call Flow View .

2. Open the Natural Language Module.

3. Add a Vox A Vox is an Action that plays a sound file. You can record a Vox in your own voice directly from the Speech Driven Information System. You can also use the Audio Manager to import recordings or sound effects that you have obtained from other sources. to the Main A list of Actions that determine what will happen once the caller enters a Module. Each Module has its own unique Main. The Main is marked with an orange arrow. in which you ask a question.  For example, "What kind of banking information would you like?"

4. Right click on the words "Phrase Library ."

5. Click on "Phrases Phrases are all the individual ways that a Concept could be described and are the words and phrases for which the program will listen. Phrases are marked with a double quote. Each individual Phrase that makes up the Phrases is marked by a single quote. " in the popup menu.

6. The Phrase Library will open.  Enter in all the Phrases you want to have in the Phrase Library.  This includes all the Phrases you would like to use in the Secondary Concepts, along with Phrases you want the program to recognize and ignore.  If you like, you can add the Phrases in Backus-Naur Form.  Click "Add" after each Phrase you enter.
   
   

7. Click "OK" when you are finished adding Phrases to the Phrase Library.  Remember, you can always add more Phrases later.

8. Right click on "Grammar The Grammar contains the words and phrases for which the program will listen in a given Module. Concepts, Phrases, Confirmations, Responses, and the Phrase Library are all part of the Grammar List. " and select "New Concept " from the popup menu.

9. The "Create a Primary Concept Primary Concepts are used in the Natural Language Module. Primary Concepts work much like Concepts do in the List Module. The only difference is that a Primary Concept A Concept is a general idea used to describe a group of Phrases. Phrases are the words for which the program will listen. For example, "Locations," "Your location," "Where you're located," and "Your address" are all Phrases that could be used within the Concept of "Locations." may contain Secondary Concepts. Primary and Secondary Concepts work together to help the Speech Driven Information System An Information System is a general term used to describe the product you are designing with this software. This could be any type of system in which you can give information to your callers, such as a Virtual Customer Service Center, a Virtual Technical Support Center, or a Virtual Help Desk. determine what kind of information the caller needs. Generally speaking, a Primary Concept defines the general topic of what the caller would like, and the Secondary Concept defines specific aspects of the Primary Concept." box will open.  Type in the name of your first Primary Concept.

10. Add all the Phrases that could be use to describe this Primary Concept.  Click "Add" after each entry.
    
    

11. Click "OK" when you are finished.

12. The New Primary Concept you created will appear in your Grammar.

13. Right click on the Primary Concept and select "Add Secondary Concept Secondary Concepts are used in the Natural Language Module. A Secondary Concept defines a specific aspect of a Primary Concept. You can think of the Primary Concepts as a series of nouns, and the Secondary Concepts as a series of verbs or adjectives that describe those nouns." from the popup menu.

14. The "Create a Secondary Concept" dialog will open.

15. Name the Secondary Concept in the upper field.

16. Click the appropriate boxes to add a Confirmation A Confirmation double checks with a caller to make sure the system understood their response. This way, your callers will not start receiving information about a topic they are not really interested in. Confirmations are always yes or no questions, such as, "Did you say you're interested in locations?" and Response A Response gives your customers an answer to their question or directs them to another Module that has the information they need. A Response can contain as many Voxes as you would like AND/OR a Goto OR a Transfer OR a Hangup. .

17. Select the Phrases from the Phrase Library that apply to this Secondary Concept.  Click on each Phrase you wish to add to this Secondary Concept's Phrases.  If you accidentally click on a Phrase you do not wish to add, just click on it again to de-select it.
    
    

18. Press "OK" when you are finished.

19. You can set up your Confirmations by adding a Vox to each Confirmation chain.  This Vox should be a question, such as "Did you say you are interested in pricing?"

20. You can add a Vox to each Response Action List if you like.

21. You also need to add a Terminal Action A Terminal Action An Action is a specific command that you can add to an Action List. There are five types of Actions: Vox, Listen, Goto, Transfer, and Hangup. is an Action that always appears at the end of an Action List. You can only have one Terminal Action in any Action List. There are four types of Terminal Actions: Listen A Listen tells the program to listen to the caller. It will then try to match what they say to the information you enter in the Grammar. A Listen is a Terminal Action. This means it will be the last Action in an Actions List., Goto A Goto is an Action that sends callers to another Module. A Goto is a Terminal Action. This means it will be the last Action in an Actions List., Transfer A Transfer is an Action that will hang up on callers. A Transfer is a Terminal Action. This means it will be the last Action in an Actions List., and Hangup A Hangup is an Action that will hang up on callers. A Hangup is a Terminal Action. This means it will be the last Action in an Actions List.. to each Response chain, such as a Goto to another Module , a Transfer to another phone number or extension, or a Hangup .
    
    

22. You can also add Confirmations and Responses directly to Primary Concepts, but only if they have no Secondary Concepts.

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