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Subject: RE: Determining NoMatch reason Replied by: Ryan Hilfers on 30-12-2011 11:37:44 AM Hi Hemal, I have had to tweak interdigittimeout and incompletetimeout before, definitely agree with what you're saying. And more itelligent dialog is exactly what I'm after, Thanks for the input!
-Ryan This document was generated from CDN thread
Created by: Ryan Hilfers on 29-12-2011 11:57:48 AM Wondering how I can determine the cause of a NoMatch.. say for example we are trying to recognize a 13digit account number. Currently a NoMatch tells me one of three things occurred: Either the input was too short, too long, or the confidence score was below the threshold. How can I handle this event one level lower so I can intelligently interact with the customer? I want to be able to say it was too short or it was too long or that I'm having trouble hearing their response... Thanks, Ryan
Subject: RE: Determining NoMatch reason Replied by: Janine Graves on 29-12-2011 01:27:53 PM Hi Ryan, The best way to determine the cause of a NoMatch is to set MinDigits to 1 and MaxDigits to 14 (or something greater than 13) for DTMF - and then determine the length of the caller's entry using some custom Java element. If you need one, I can provide it for you.
If the entry less than (or greater than) 13 digits you can act as if it's a NoMatch (take this over manually) by incrementing a counter, speaking some specific DTMF-related (or length-error) reprompt, and then if the counter less than some MaxNoMatch setting of yours, loop back to recollect.
You could also set the Confidence Level to 0 for ASR, and when you get something back from the ASR, look at the value_confidence to determine if it's low confidence. In this case, you would know that the caller used ASR and but the ASR returned a low confidence, and prompt the caller specifically for this.
I realize it's a lot of work to do manually, but it would definitely make the call flow work better for the callers.
Thanks, Janine
Wondering how I can determine the cause of a NoMatch.. say for example we are trying to recognize a 13digit account number. Currently a NoMatch tells me one of three things occurred: Either the input was too short, too long, or the confidence score was below the threshold. How can I handle this event one level lower so I can intelligently interact with the customer? I want to be able to say it was too short or it was too long or that I'm having trouble hearing their response...
Thanks, Ryan
Subject: RE: Determining NoMatch reason Replied by: Ryan Hilfers on 29-12-2011 01:47:06 PM Thanks for the reply Janine, you're always so helpful. I was headed in the direciton you suggested but didn't think of dropping confidence threshold to zero and handling all NoMatch conditions outside of the element. This works!
Thanks, Ryan
Subject: RE: Determining NoMatch reason Replied by: Hemal Mehta on 30-12-2011 07:44:15 AM Just to add to what Janine suggested. The solution will work well, however make sure that tertimeout value is not very low like 1s. If so, if the user pauses even little when entering nos, it will immediately accept it as valid input even though user meant to enter more nos (1-13) Also you could use intuitive prompting to make your dialog more intelligent and user friendly based on the no of digits the user entered.
Hemal
Subject: RE: New Message from Ryan Hilfers in Customer Voice Portal (CVP) - CVP - Al Replied by: Hemal Mehta on 05-01-2012 08:43:04 AM Just to add to what Janine suggested. The solution will work well, however make sure that tertimeout value is not very low like 1s. If so, if the user pauses even little when entering nos, it will immediately accept it as valid input even though user meant to enter more nos (1-13) Also you could use intuitive prompting to make your dialog more intelligent and user friendly based on the no of digits the user entered.
Hemal ________________________________ From: Cisco Developer Community Forums [[email protected]] Sent: Thursday, December 29, 2011 12:47 PM To: [email protected] Subject: New Message from Ryan Hilfers in Customer Voice Portal (CVP) - CVP - All Versions: RE: Determining NoMatch reason
Ryan Hilfers has created a new message in the forum "CVP - All Versions":
-------------------------------------------------------------- Thanks for the reply Janine, you're always so helpful. I was headed in the direciton you suggested but didn't think of dropping confidence threshold to zero and handling all NoMatch conditions outside of the element. This works!
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