No Input, No Match & Error Handling

Occasionally, there will be times during a call when the caller says something that is not in the Concept or Phrase 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. are all the individual ways that a 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." could be described and are the words and phrases for which the program will 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.. Phrases are marked with a double quote. Each individual Phrase that makes up the Phrases is marked by a single quote. list. There will also be times when the caller fails to speak, or speaks in such a way that the system does not hear them. There could also be something within the Speech Platform that causes an Error, such as a missing 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. or a 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. that does not point anywhere.

We handle these issues within the Global Module by adding a No Match, No Input and Error Handler A Handler is an Action List that goes into effect when a No Input, No Match, or Error occurs.. These are added to the Module Action List An Action You can fill out the Voice field when recording a Quick Vox or Library Vox. Filling out the Description is optional, but it allows you to keep track of your Voxes more easily. 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. List is a general term used to describe any place where you can string together a list of Actions. There are several types of Action Lists, each with a unique function and symbol: Mains, No Inputs, No Matches, Errors, Confirmations, and Responses. where 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. is located.

No Input

First, we will add a No Input to the Global Module. A No Input Handler is a list of actions that tells the system what to do when it does not hear what the caller may have said. No Input Handlers are numbered in a series so that you may assign different actions depending on how many times the system asks for a 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. and doesn't hear anything. For example, No Input #1 may contain a vox that tells the caller it did not hear what was said. Then the caller would automatically be returned to the area they were previously in after the Vox plays. The next No Input, #2, would play if the caller once again did not say anything and could contain a 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. to Customer Service, or some other such action. We add the No Inputs to the Global Module so they will work throughout the entire system; however, if you wanted to set up a more specific No Input within an individual module, these would override the Global No Input, but only within that one module.

No Match

Sometimes when the system prompts the caller, the caller says something that is not in the Modules Grammar. For this contingency, we have the No Match Handler. No Matches are similar to No Inputs and are set up the same way.

Error Handlers

However, sometimes problems are caused by a glitch in the system, such as a missing Vox, or a Goto that was not set to go anywhere. While the Errors are numbered with a Set Count just as the No Input and No Matches are, it is usually a good idea to simply transfer the caller to a live operator in the event of an error.

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."

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.

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.

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 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..

The Audio Manager The Audio Manager contains all of the audio files in the program. You can use the Audio Manager to create Library Voxes and to import other sounds into the Speech Driven Information System. You can also rerecord or change Voice, Description and Transcript information about all Library and Quick Voxes in the Audio Manager. contains all of the audio files in the program. You can use the Audio Manager to create Library Voxes and to import other sounds into the Speech Driven Information System. You can also rerecord or change Voice, Description You can fill out the Description field when recording a Quick Vox or Library Vox. Filling out the Description is optional, but it allows you to keep track of your Voxes more easily. and Transcript You can fill out the Transcript field when recording a Quick Vox or Library Vox. Filling out the Transcript is optional, but it allows you to keep a record of exactly what is said in the Vox. This is very helpful if the Vox needs to be rerecorded later. information about all Library and Quick Voxes in the Audio Manager.

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.

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.

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 Project you create represents a single Speech Driven Information System. So, if you want to create three separate Information Systems, you will need to create three different Projects.. Each Module has its own unique function and symbol.

An Error is anything within the system itself that creates a glitch in the Speech Driven Information System, such as a missing Vox or a Goto that doesn't go anywhere.

Global Grammar refers to the Concepts and Phrases that are included in the Global Module. These Grammar will be active throughout the entire call, in addition to any Concepts that may be part of a specific Module.

A No Input occurs when the system is expecting a response and the caller doesn't say anything.

A No Match occurs when the caller says something the system doesn't recognize. For example, if the system asks the caller "Do you prefer coffee or tea?" and they reply "Juice," their response would be considered a No Match.

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.

An Error is anything within the system itself that creates a glitch in the Speech Driven Information System, such as a missing Vox or a Goto that doesn't go anywhere.

The Global Module is a Module that contains information that can be used anywhere in your Speech Driven Information System. This includes Global Grammar, Global No Input Handlers, Global No Match Handlers, and Global Error Handlers.

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.

A No Input occurs when the system is expecting a response and the caller doesn't say anything.