Glossary of Terms

The Omilia Technical Documentation terminology includes all the terms that are unique to Omilia, along with the ones that are necessary to proceed with certain configurations.

Much of your understanding of Omilia's Product House Environment depends on the clarity and alignment of specific terms.

The Glossary contains acronyms, abbreviations, and additional definitions.

A

Agent

The physical person that interacts with a caller.

AM

Acoustic Model

ANI

Automatic Number Identification

API

An Application Programming Interface (API) is an interface or communication protocol between a client and a server intended to simplify the building of client-side software.

API Key

An authorization code passed in to an API request via a header or parameter to identify the requester.

ASR

Automatic Speech Recognition

Authentication

Identifying the user of the API.Common techniques for authentication include API Keys and OAuth.

B

Barge in

Allows a speaker to interrupt a prompt when activated.

C

Canvas

The area where Dialog Applications are created in Orchestrator.

CCaaS

Contact Center As A Service

CDR

Call Detail Records

CISR

Concept Identification Success Rate

Conditions

Dialog Control elements that allow users to create branches in dialog flow based on the values of specific fields.

Corpus

A collection of conversation, speech or written data.

Critical Error

An error that interrupts the conversation.

D

deepASR®

Automated Speech Recognition engine.

deepNLU®

Omilia’s deepNLU® Engine that works to extracts meaning from free, unstructured language.

Dialog Application

Also mentioned as Application, the Dialog Application is a sequence of combined miniApps® and other building blocks (optional) for running a conversation according to the logic you define.

Dialog Control Elements

Conditions, Transfers, and Set fields

DiaManT®

Dialog Management Technologies. A dialog management tool which drives conversational interactions with users from start to finish.

DNIS

Dialed Number Identification Service

DRTviewer®

Dialog Review Tool

DTMF

Dual Tone Multi-Frequency

DTMF Escape

DTMF escape is used at any point in a dialog, and decide whether to end or transfer the call to an agent when after use of DTMF.

E

Error Handler

Is the mechanism that decides when and how to end a call depending on the type and number of errors that occurred in the dialog.

F

FAQ

Frequently Asked Questions

Flow (Orchestrator)

A Flow app is a conversational application that can combine several miniApps in order to implement an effective business logic. It is reusable across many applications belonging to the same Group.

G

Group

A group of users that share miniApps®, Dialog Applications, and Flows.

GUI

Graphical user interface.

H

Header

The header is what’s sent preceding the body of an HTTP request or response.

HTTP

Hyper Text Transfer Protocol is how websites and APIs communicate over the internet.

HTTPS

Hyper Text Transfer Protocol Secure is how websites and APIs communicate securely over the internet.

I

Input Field

Fields from the current dialog context that are passed as input when calling a miniApp or a Flow.

Intent

The formulated intention of the caller.

Interpretation Errors

No Match or rejection events.

IVR

Interactive Voice Response. A technology that allows humans to interact with a computer-operated phone system through the use of voice and DTMF tones input via a keypad.

J

Javascript

JavaScript often abbreviated as JS, is a programming language that conforms to the ECMAScript specification. JavaScript is high-level, often just-in-time compile. It has curly-bracket syntax, dynamic typing, prototype-based object orientation, and first-class functions.

JSON

JavaScript Object Notation. It is an open standard file format and data interchange format that uses human-readable text to store and transmit data objects consisting of attribute-value pairs and arrays (or other serializable values).

K

KB

Knowledge base

L

Link

A fully-qualified HTTP address for a particular resource (e.g., "http://my.api.com/v1/resources/resource-name"). RESTful APIs by definition should provide links from a resource to all related resources and collections which provide subsequent actions using the resource. This allows for an API to be traversed organically and for an application developer to ensure their API Client is not in (as much) jeopardy if a resource’s location changed.

LM

Language Model

LMS

Learning Management System

Locale

It is a set of parameters that defines the user’s language, region and any special variant preferences.

M

Message

An HTTP transaction message.

Message Body

An asset representing HTTP transaction message body.

miniApp®

OCP miniApps® are zero-coding, zero-maintenance, instantly deployable and configurable natural language dialog components that handle a single task, such as soliciting a US address or credit card number, or even negotiating an appointment.

Mixed Errors

Consecutive error events (NoInput, NoMatch, LowConfRejection, Same State)

ML

Machine Learning

MSISDN

A number uniquely identifying a subscription in a Global System for Mobile communications or a Universal Mobile Telecommunications System mobile network.

N

Nice reactions

Application reaction that make the dialog sound more conversational.

NLG

Natural Language Generation

NLP

Natural Language Processing. It is a subfield of linguistics, computer science, information engineering, and artificial intelligence concerned with the interactions between computers and human (natural) languages, in particular how to program computers to process and analyze natural language.

NLU

Natural Language Understanding. It is a subtopic of natural-language processing in artificial intelligence that deals with machine reading comprehension.

NLU Models

NLU Models offer out-of-the-box Intent and Entity understanding, as well as Machine Learning, used to allow the expansion of a Model’s Intent Understanding with user’s own Training Data.

O

OCP®

Omilia Cloud Platform®

OLA

Operating Level Agreement (information technology services)

Orchestrator

Orchestrator is Omilia’s Cloud Platform® (OCP®) graphic interface which allows users to combine existing miniApps to build and run a complete Dialog Application that can be further connected to a phone number or a chatbot to maintain a conversation.

Output Field

Field elicited by a miniApp or Flow and is returned to the “parent” context as output.

P

Parameter

A parameter is an argument sent to the API which helps to define the request and the expected response.

PBX

Private Branch Exchange, a private telephone network used within a company or organization.

PCI

Credit Card Identification

POST

The HTTP method for creating resources with a RESTful API.

PSTN

Public Switched Telephone Network.

Prompt

A phrase used by a miniApp to discuss, extract info from a caller, and encourage the conversation.

PUT

The HTTP method for updating resources with a RESTful API.

Q

R

Realizer (audio type)

Is an NLG mechanism that takes a value and generates the proper words in the discussion. For example, converts 1987-07-03 to July, third, nineteen eighty seven.

Regex

Regular Expresions

Request

A specific HTTP Request

Response

A specific HTTP Response

Response Errors

No Input events, for example, no speech heard.

Resource

An API resource specified by its URI. It can also refer to a set of resources matching one URI template. A resource is some object or entity that has a URI where it can be manipulated through HTTP requests.

REST

Representational State Transfer is an architectural pattern for interacting with resources via HTTP methods.

Rich Content

Refers to to additions in chat applications like buttons, a list of options, carousels and other UI to improve UX.

Root

The first component on the Orchestrator canvas.

S

Server

A server is software/hardware that provides a service by responding to requests across a network.

SIP

Session Initiation Protocol. It is a signaling protocol used for initiating, maintaining, and terminating real-time sessions that include voice, video, and messaging applications. SIP is used for signaling and controlling multimedia communication sessions in applications of Internet telephony for voice and video calls, in private IP telephone systems, in instant messaging over Internet Protocol (IP) networks, and mobile phone calling over LTE (VoLTE).

SLA

Service-Level Agreement (a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user).

SLO

Service Level Objectives

Speech Recognition Grammar

A Speech Recognition Grammar is a set of word patterns, that tells a speech recognition system what to expect a human to say. For example, a 4-digit grammar will except 4-digit numbers and a collection of sentence patterns that are the typical responses from callers to the prompt.

SSO

Single Sign-On. An authentication scheme that allows a user to log in with a single ID and password to any of several related, yet independent, software systems.

Status Code

HTTP Status codes are what the server sends in the response back to the client with regards to the status of the request.

T

Transfer (Orchestrator)

Is a building block in Orchestrator that allows the deferral of the conversation to a real agent, a chatbot, or any other conversational system.

TTS

Text to Speech. It is the technology that allows a system to speak out loud a written phrase or sentence.

Application Type

Refers to the miniApp or Flow type.

U

UAT

User Acceptance Testing. It is a type of testing performed by the end-user or the client to verify/accept the software system before moving the software application to the production environment. UAT is done in the final phase of testing after functional, integration, and system testing is done.

UI

User Interface. The space where interactions between humans and machines occur.

Utterance

An oral or written statement.

UX

User Experience

V

W

Web Service

A Web Service is used to describe the API that is accessible over the web through HTTP.

WER

Word Error Rate

X

Y

Z