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Dialog steps
Generally speaking, dialog steps handle interactions with the caller. Figure 2 shows a series of dialog
steps that
receive the call, setting up variables to store the CLI, DDI, Port, call time and other information
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play a welcome message (such as Welcome to Acme loan center customer service)
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offer the caller a menu (To inquire about the status of your loan, please say "Status". For all
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other enquiries please say "Operator"') and recognize his or her response
ask the caller to say his or her loan number (What is your loan number?) and recognize the
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response
ask for a "password" (For verification purposes, what are the last four digits of your Social
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Security Number?) and recognize the response
deal with an invalid loan number (I'm sorry the loan number you provided is not a valid
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number. Please say your loan number now.)
... and so on.
All dialog components that perform speech recognition also handle
confirmation (Was that 1234?), if required
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no input or silence (I'm sorry I did not hear anything. Please say it again)
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no match (I'm sorry I did not understand that. Please say it again)
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misrecognition
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Process steps
Process steps handle data. Figure 2 shows a process step that accesses a database to retrieve the
customer record associated with a particular loan number. Other SAB processes include:
addition, subtraction, multiplication, division, total, exponentiation
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check lookup table
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capitalize, change case
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set variable, copy variable, insert new variable
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report call end, report call information
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send event code
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and so on. The data being manipulated may be static, or derived from a recognition result, or retrieved
from a database.
Connections and Rules
The flow of the dialog is created by drawing connections between the steps.
By default, each connection includes a decision point (these are the grey diamonds on some of the
connections in Figure 2). If the dialog needs to branch, a rule can be defined on the decision point
(these are the black diamonds in the Figure) and a second connection added.
Speech Applications Builder Configurator User Guide • May 15, 2004 • page 11 of 116
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