Modeling Question and Answer Cycles
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It might be helpful to model the individual question and answer cycles that comprise a dialog flow. For example, the following table represents the first question and answer cycle of an application.
This QA: AskFullNameQA
Previous QA:****None
System Prompts
| Type | Prompt |
|---|---|
Main |
Who would you like to contact? |
Help |
Please say the first and last name of the person you would like to contact. |
First mumble |
I'm sorry, I didn't understand that + <Help>. |
Second mumble |
I'm sorry, my fault again + <Help>. |
First silence |
I'm sorry, I didn't hear you + <Help>. |
Second silence |
I'm sorry, my fault again + <Help>. |
Third error |
I'm sorry, but I couldn't figure out whom you wanted to call. Let me transfer you to an operator. |
User Response
| Type | What Happens |
|---|---|
Grammar: full name |
Next QA: FullNameConfirmQA. |
Command: Repeat |
The last prompt is repeated excluding a mumble or silence introduction. |
Dual tone multi-frequency (DTMF): Any keystroke |
Ignored. |
The following table represents the second question and answer cycle of an application.
This QA: FullNameConfirmQA
Previous QA: AskFullNameQA
System Prompts
| Type | Prompt |
|---|---|
Main |
Am I right with <personal recording>? (Personal recording available). |
Did you say <name>? (Full name). |
|
Help |
Please conform or correct me + <Main>. |
First mumble |
I'm sorry, I didn't understand that + <Help>. |
Second mumble |
I'm sorry, my fault again + <Help>. |
First silence |
I'm sorry, I didn't hear you + <Help>. |
Second silence |
I'm sorry, my fault again + <Help>. |
Third error |
I'm sorry, but I couldn't figure out whom you wanted to call. Let me transfer you to an operator. |
User Response
| Type and Response | What Happens |
|---|---|
Grammar: full name |
Next QA: FullNameConfirmQA. |
Grammar: Yes |
Next QA: SetPromptQueueQA. |
Grammar: No |
Next QA: AskFullNameQA. |
Grammar: No, (Full name) |
Next QA: FullNameConfirmQA (if high confidence result). |
Command: Repeat |
The last prompt is repeated excluding a mumble or silence introduction. |
DTMF: "0" |
Next QA: GiveUpQA. |
See Also
Other Resources
Design Dialog Flow
Create SALT Voice Response Application Projects