Overview
Automatic speech recognition is used to forward a call to the right branch of a Smart routing with a answer spoken by the caller: it can be a specific word or a yes/no, for example.
Prerequisites
- None.
Configuring
Creation
The ASR submodule is in the “Toolbox” module of the Maker.
Each entry functions as a dictionary in which you can add the words to be recognized and their pronunciation.
Please note that accented characters and spaces are not accepted.
Smart routing action
The ASR is a voice-only Smart routing action. When adding, you will be able to choose the type of speech recognition to apply.
- dictionary: the one you created in the Maker.
- Yes/no: a binary answer.
- dictionary reference: if you want to use a variable or the magic field.
Preview
This is what a Smart routing with an ASR action can look like.
Here, we have the following elements:
- A vocal announcement that indicates which word must be spoken by the caller.
- The ASR action.
- two outcomes: recognized and unrecognized/error.
- a link to the “unrecognized/error” branch if the caller says nothing.
Tips
WIP
Use case
My request: I want to direct my callers to my after sales service with the ASR, and refer them to the front desk if they are having difficulties.
Step-by-step process:
- Open the Maker.
- Go to “Toolbox”, then “ASR”.
- Create your dictionary with the name of your choice.
- Open it.
- Add the words you want to associate with your service.
- Check that you have the right queue ready.
- Go to “Routing”, then “Voice”.
- Create your Smart routing, and open it.
- For this, we will make something similar to the SR in the “Preview” section.
- Add a vocal announcement to the “OK” branch of the 1st action.
- In the “No action” outgoing branch of your announcement, add your ASR action, with your fleshly created dictionary.
- Add your queue in the “Recognized” outgoing branch of your ASR action.
- Add your “Agent distribution” action to the “Unrecognized” branch of your ASR action.
- Put your Smart routing in test mode to check if everything is working accordingly.
- You can now use your Smart routing 🎉!
Frequently asked questions
WIP