Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Configuring Intelligent IVR/ Reference/ Diagram Elements/ Semantic Recognition

Semantic Recognition

Appearance

Parameter Description

  • Node Name: name of a node.
  • Description: details of a node.
  • Context: used to filter intention templates to be matched to improve the matching speed.
  • Semantic identification content: content to be matched for semantic identification. The value can be a character string or an existing variable of the current node. If it is left empty, the system directly identifies the customer voice.
  • Event: whether to clear the slot data in the matched intention template if the node is not entered for the first time in the flow. Generally, the value is Clear Current Context Cache if you need to allow customers to modify information in the halfway.
    • Clear Session Cache: used to clear the values of all variables in the current flow instance.
    • Clear Current Context Cache: used to clear the variable value of the current intention. Generally, it is used to execute the same semantic recognition for multiple times, and to clear the intention data retained previously.
  • Intention Quantity: number of intentions. This applies to the scenario where multiple intention templates can be returned. The value needs to be a positive integer.
  • Confidence Interval: maximum execution difference between each intention and the first intention. This applies to the scenario where multiple intentions are returned.
  • Cache Variable and Response Attribute: flow variables and their values. The response parameters or slot parameters of the intention can only be valid on the current node. If you want to use the value in subsequent flow nodes, define a cache variable and assign the value of the response parameter or slot parameter in the intention to the cache variable.
  • Condition and Condition Expression: branches of the exit of the current diagram element. For example, the intention matching success and failure can be configured as two branches. Different subsequent flows can be specified for each branch.

Using the Diagram Element

The Semantic Recognition diagram element is used when intention matching needs to be performed for customer voices to identify customer requirements.

Click the diagram element, or drag it to the canvas. Before using this diagram element, add an intention or Q&A to TUC management.

Typical Application Scenario

The following describes how to use the Semantic Recognition diagram element to interact with a chatbot.

  1. Sign in to the AICC and choose Configuration Center > Flow Configuration > Intelligent IVR.
  2. Configure a domain and an intention.

    1. Choose Knowledge Management > Domain Management, click Create in the upper right corner, set Name, and click Save.
      Figure 1 Creating a domain
    1. Click the name of the new domain. The Intention Management page is displayed.
    2. Click Create, choose General intent, enter an intention name, configure Corpus and Response, and click Save.
      Figure 2 Creating an intention
    3. Select the new intention and click Active to activate the new intention.

  3. Configure an intelligent IVR flow. The flow orchestration scenario is as follows: After a customer is connected to the chatbot, the customer hears that the chatbot says "Hello". After the customer says "Hello", the chatbot recognizes the customer voice and says "Hello" again.

    1. Choose Flow Management > Flow Orchestration and click Add to add a simple flow.
    2. Click + in the Flow Variable area. In the dialog box that is displayed, set the variable name and data type. You need to add the welcome variable to play the default value (for example, Hello) of the variable to a customer after the customer is connected, and add the default variable to send the default reply (for example, Intent not identified) when the semantics are not identified.
      Figure 3 Adding a flow variable
      Figure 4 Flow orchestration example
      • Use the response variable FLOW.ChatBotRespContent for the Response diagram element below the Semantic Recognition diagram element to reply "Hello" to the customer after the customer says "Hello".
      • Use the response variable default for the Response diagram element on the right of Semantic Recognition diagram element to reply "Intent not identified" when no "Hello" said by the customer is matched.
    3. Save and release the flow.

  4. Choose Chatbot Management and bind the flow to a chatbot.
  5. Choose Chatbot Management. In the last column corresponding to the chatbot, click More and choose Bind Domain to bind an active domain.
  6. Choose Chatbot Management. In the last column corresponding to the chatbot, click Test Call.

    In the test dialog box that is displayed, click Start Call to test the chatbot. Enter "Hello". If the chatbot replies "Hello", semantic recognition is successful.

Parent topic: Diagram Elements