Configure the Entity miniApp
Entity miniApps are used to capture entities from the caller that are not covered by other miniApps. Entity miniApps can capture out-of-the-box entities part of the Universal domain but can also be used on custom NLUs to capture custom entities. Information about NLU can be found in OCP Conversational Natural Language® User Guide and in Intent miniApps Configuration.
As an example, the entity miniApp could be used out of the box for the question “Is this for your personal or business account”, since the entity segment is already covered by the out-of-the-box NLU, or it could be used for the question “What is the make of your vehicle?”, where one would use a custom NLU with a custom entity called carmake. The role of this miniApp is entirely to capture this entity from the caller and return it back to the source (Orchestrator or CCaaS script) for processing.
The welcome prompts are the initial prompts responsible for establishing the interaction with the system, thus providing a more natural feel.
OCP miniApps® allow you to fully configure three custom initial prompts depending on the error level of the initial system prompt:
Prompt 1: Initial System Prompt that handles the initial prompt to be played to the caller
Prompt 2: Rephrase after 1st error (No Response, No Interpretation), it handles cases where you want to re-prompt to the caller, for example, if there was a
No Responseor a
Prompt 3: Rephrase after 2nd error (No Response, No Interpretation), it handles cases where you want to re-prompt for a second time to the caller, for example, if there was a
No Responseor a
Sometimes, when prompted for input, a caller may first greet the application instead of giving the input directly. For these cases, it is possible to configure a Greeting Reaction, which will trigger in conjunction with the initial prompt resulting in a more human-like experience.
To set up a greeting reaction, proceed as follows:
Navigate to the Initial Prompt section.
Click Greeting Reaction. The pop-up window opens.
Insert the greeting text into the input field.
Click OK to save changes.
If you want to activate barge-in for each step, use the toggle on the right side of each initial prompt:
Currently the barge-in option works for the whole action, not for each individual prompt. This will be supported in a later version of the OCP miniApps®.
You can also adjust the ASR timeout range slider to specify how long the system waits to trigger a
Start Over Prompts
Can only be triggered with the help of a Flow application, so should not be used in standalone miniApps.
This functionality allows you to specify Start Over prompts that will be used after the user requested to start over. For instance, the following conversation may take place:
System: How may I help you?
User: I want to get information about my account
If for some reason the system takes the wrong "path" here, the user might be inclined to interrupt with something like "no no, can we please restart". In that case, in your flow you can specify that upon hearing the word "restart", the system will enter this miniApp with the specific Start Over prompt, like "Let’s take it from the top. How can I help you?" as in the screenshot below.
If you decide to use this functionality, you can additionally inform the user about which words will trigger the Start Over functionality by making the following announcement: "Welcome to our service. At any point you can say 'start from the beginning' to take it from the top".
After you configure the prompts, click Save Changes.
Declare the required entity to use in this Entity miniApp.
Insert an entity name in the Requested Entity box. The entity name must be a valid entity originating from the used NLU list of entities. For example, if you need to learn the callers' favourite colour pick entity Colour the universal NLU.
Click the Save Changes button.
By setting a requested entity colour, the miniApp expects a valid colour entity from the caller to close with a valid entity output to return to the source.
In the Understanding tab, you can select the NLU you wish to use to get the entity from.
Click the Natural Language Understanding button to get the list of available NLUs.
Toggle the activation button from off to on to activate the required NLU.
If none of the available NLUs is appropriate click the Train/View NLU Models to be transferred to the NLU → NLU Models area in Console where you can create, modify and deploy NLU models. For more information read the OCP Conversational Natural Language® User Guide.
Custom NLU tag
The Custom NLU Tag feature is available only for users with corresponding permission.
Apart from the selection of an NLU model, it is possible to add a custom tag value in the corresponding text box, used to define a more specific context. Tag Hour for example. Under that tag context, a number input, for example, four, will be marked and understood as the time of the day from the system (four o’clock). So in general tags help differentiate and define a more specific meaning from user inputs.
Agent Handling tab
To see the details on how to configure the Agent Handling tab, check out this article.
Error Handling tab
To see the details on how to configure the Error Handling tab, check out this article.
To see details about the Chat tab, check out this article.
To see details about the DTMF tab, check out this article.
User Functions tab
To see details about the User Functions tab, check out this article.
Manage Languages tab
To see the details on how to configure the Manage Languages tab, check out this article.