[cisco-voip] UCCX, ASR and Grammars

[Tanner Ezell]

Well in the good old days, you look for key words and phrases and build big
lists. To improve accuracy over time you recorded the user input that has
low success and use that to supplement your grammars.

Now a days you'd probably feed the ASR to AWS or something to do the
processing and let the IVR be a bit more dumbed down.

On Fri, Oct 18, 2019 at 8:31 AM Anthony Holloway <
avholloway+cisco-voip at gmail.com> wrote:

> I want to know how you get it to do natural language processing.  Ever
> done that?
>
> E.g.,
>
> IVR: "What can I help you with?"
> Me: "Yeah, I uh, would like to know, uhm, when is the deadline for the
> application form submission?"
> IVR: "The deadline for all submissions is October 31st.  Anything else?"
>
> On Fri, Oct 18, 2019 at 10:20 AM Tanner Ezell <tanner.ezell at gmail.com>
> wrote:
>
>> Here's the specification for the grammar xml:
>> https://www.w3.org/TR/speech-grammar/
>>
>> Anthony is right, not a lot of mix with UCCX+ASR however it follows the
>> standard and is universally applicable, the gotchas tend to be around
>> platform specific ASR technologies (particularly the built in grammars you
>> can utilize).
>>
>> Depending on what you're doing, you'll want to do something like this
>> (DTMF grammar below)
>>
>> <?xml version="1.0" encoding="ISO-8859-1"?>
>> <grammar *mode="dtmf"* root="root" version="1.0" xml:lang="en-US" xmlns="
>> http://www.w3.org/2001/06/grammar">
>>     <rule id="root" scope="public">
>>         <one-of>
>>             <item>
>>                 1
>>                 <tag>V='Y'</tag>
>>             </item>
>>             <item>
>>                 2
>>                 <tag>V='N'</tag>
>>             </item>
>>         </one-of>
>>     </rule>
>> </grammar>
>>
>>
>> Y would be returned [to UCCX step] when 1 is pressed, N with 2. To make a
>> voice specific grammar you'd change *mode* to be *"voice"* and put in
>> things like "yes" instead of 1 under the item tags.
>>
>> Depending on what you're doing will determine how complex the grammar
>> needs to be.
>>
>> Regards,
>> Tanner Ezell
>>
>> On Thu, Oct 17, 2019 at 6:53 PM Clifford McGlamry <
>> Clifford.McGlamry at siriuscom.com> wrote:
>>
>>> Using UCCX version 11 and have installed Nuance ASR version 11.  It's
>>> ASR is registered up and recognized by UCCX.
>>>
>>>
>>>
>>> I'm need to get grammars for some really simple applications.
>>> Basically, numbers (spoken and DTMF) and yes/no.
>>>
>>>
>>>
>>> I cannot find any documentation on where to get this or how to create
>>> it.  I have found some old references to Nuance Grammar Builder, but that
>>> tool is no where to be found.  I cannot even find a good example of what
>>> would work (I've found some grammar examples, but they are so different, I
>>> don't know which would actually work).  And while UCCX has some built in
>>> grammars, I can't find documentation on what's in them or a way to download
>>> them.
>>>
>>>
>>>
>>> Would love to get some suggestions/pointers/etc. on how to handle this.
>>>
>>> Cliff
>>>
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