Types of OCP miniApps®

The following OCP miniApps® are currently available and more will be available soon.

Non-Intent miniApps

Alphanumeric

• Flexible options for minimum and maximum length.

• Ability to define regular expressions (RegEx) to increase accuracy in the speech recognition.

• Ability to compare against a predefined list of acceptable utterances (increased accuracy).

• Pre-built ZIP Code grammar for US and Canadian ZIP codes.

Alphanumeric accuracy is increased by the use of, regular expressions that describe known good formats (for example, all account numbers are in the format of abc-##), pre-defined lists of accepted utterances, and limiting string capture length.

Date

• Takes dates from callers in a flexible fashion.

• Returns those dates in a desired format (for example, mm-dd-yyyy, yyyy/dd/mm, and so on).

• Options to return Day of Week, Day of Month, Month, and/or Year.

• Determine what date ranges are acceptable to return, including future dates.

• Ability to compare against a predefined list of acceptable utterances.

Alphabetic (only)

• Flexible options for minimum and maximum length.

• Ability to define regular expressions (RegEx) to increase accuracy selection via n-best list.

• Ability to compare against a predefined list of acceptable utterances (increased accuracy).

alphabetic accuracy is increased over alphanumeric accuracy by elimination of numeric entities from n-best list.

Numeric (only)

• Flexible options for minimum and maximum length.

• Ability to define regular expressions (RegEx) to increase accuracy selection via n-best list.

• Ability to compare against a predefined list of acceptable utterances (increased accuracy).

• Pre-built Credit Card Number grammar.

Numeric accuracy is increased over alphanumeric accuracy by elimination of alphabetic entities from n-best list.

Amount

• Flexible options for minimum and maximum length.

• Options to select specific amount types and units.

• Ability to define regular expressions (RegEx) to increase accuracy selection via n-best list.

• Ability to compare against a predefined list of acceptable utterances (increased accuracy).

Amount miniApp has increased understanding over the Numeric miniApp, in regards to the type and unit that is provided by the caller.

Text miniApp

The Text miniApp is a basic non-intent miniApp equipped with a generic pre-built Natural Language Understanding (NLU) model. It offers comprehensive customization capabilities through JavaScript (JS) and Regex validations, enabling accurate interpretation of sentences provided from caller's written input.

Text miniApp is only compatible with chat applications.

Intent miniApps

The Intent miniApp provides a building block to handle intents. Mainly, it can understand an intent and map it to a prompt. There are several different domains available:

• Banking

• Banking 2.0 (different NLU)

• Car Retail

• COVID

• Insurance

• Telco

• Universal (generic intent domain)

• Energy

In each of the miniApps you can always group the different existing intents together or add custom Intents on top of that using machine learning.

Corpus Collection

You want to create your custom model for your domain for your organization? You need data!

Set up a corpus collection application in minutes, collect caller utterances by asking a simple “How may I help you question”. At this point the system has no understanding and will reply something like: “Thank you for your response. Since I am still learning I will transfer you to the keypad selection system”.

This way you can:

• Learn what your callers are actually asking for.

• Get all the data you need to train your own model.

Announcement miniApp

• Ability to create tailored announcement messages with dynamic values from other miniApps. This means you can specify different announcements based on given information, like where the customer is calling from, what time of day it is, or what is the nature of the customer’s inquiry.

In User Functions you can use a JavaScript function to do computations with data that you are going to use in the announcement.

YesNo miniApp

In a YesNo miniApp you can:

• Set a welcome prompt, as well as the initial question prompt and two rephrase attempts.

• Control how to manage agent requests.

• Set up error handling and customize how and when the call ends in case of errors in the dialog.

Web Service miniApp

Web Service miniApps allow you to pull data from an endpoint by making API requests, and manipulate that data as you see fit and use it in other miniApps (using Flow).

In this miniApp you can:

• Specify wait announcements the customer will hear while the data is being pulled.

• Make API requests using GET, POST, PUT or DELETE.

• Set API request timeouts and fallbacks.

• Configure custom JavaScript functions for data processing and manipulation.

• Specify values the miniApp will return as output.

Intelli miniApp

Intelli is a simplified version of Web Service, so it allows you to process data without hitting an endpoint.

Additionally, in all of the above miniApps you have the ability to choose the voice of the announcer, as well as the rate and the volume.

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

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.

Flow miniApp

A Flow, in the context of a miniApp, is a reusable building block application that can incorporate several other miniApps, Conditions, Transfers, and even other Flows following a predefined logic, similar to a Dialog Application in Orchestrator. As these Dialog Applications grow and have more building blocks, it is often beneficial to logically group and save parts of it, or even prepare it for use when constructing a different Dialog Application. Such situations can be efficiently managed with the use of a Flow. For more details see section Manage Flows in Orchestrator User Guide.

The ability to create your own Flow application is not currently offered within the free trial mode. Please contact Sales department for more information.