Greeting the Robot

The OIAP can be deployed independently or integrated with the AICC on the public cloud. Therefore, the navigation paths vary depending on the environment.
In this document, all the navigation paths are those selected when the OIAP is deployed independently. In the AICC public cloud scenario, you can choose Configuration Center > Chatbot Management > Flow Configuration to access the OIAP.
To use the intelligent robot (intelligent IVR) on the public cloud, ensure that you have subscribed to intelligent IVR, TTS, and ASR resources for the tenant space.
For how to check whether IVR, TTS, and ASR resources have been subscribed to, do as follows:

Log in to the Huawei Cloud console and choose > Business Applications > Cognitive Engagement Center. On the Cognitive Engagement Center page, choose Instance Management and click Details corresponding to the desired call center instance. On the IVR tab page, check whether intelligent IVR resources have been subscribed to. On the TTS&ASR tab page, check whether TTS and ASR resources have been subscribed to.

You can configure your dedicated robot online using flowcharts. To help you understand the entire configuration process, this section describes the configuration of a robot who replies with "Hello" to your greeting.

Procedure

Choose Configuration Center > Chatbot Management > Semantic Understanding > Knowledge Management > Domain Management, click in the upper right corner, enter a name, and click .
Choose Intention Management, click Create, choose General intent, enter an intention name, configure Corpus and Response, and click Save.

Figure 1 Corpus

Figure 2 Response
In the upper right corner of the Intention Management page, click Train.
Choose Configuration Center > Chatbot Management > Semantic Understanding > Knowledge Management > Domain Management and click Active.

Figure 3 Activating a domain
Choose Configuration Center > Chatbot Management > Flow Configuration > Resource > Resource Template.

In the integration environment, after the template type is set to TTS, the template content is selected from a drop-down list. You need to choose Configuration Center > Resource Management > Audio and Video, add a TTS text, and submit the text for approval. After the system administrator approves the text, you can select the text from the drop-down list.
Figure 4 Maintaining a resource template
Choose Flow Management > Flow Orchestration, click Add in the upper part, and set the robot script flow.

The script flow is as follows: After a call is connected, the customer hears "Hello" from the robot, then the customer says "Hello", and finally the robot replies with "Hello" again.
1. Select Blank Flow.
2. Drag diagram elements on the left to the canvas and connect them with lines.
  Figure 5 Dragging diagram elements
3. Click the Robot Reply diagram element and set Reply Template.
4. Click the Semantic Recognition diagram element and set the recognition condition to TOC.ChatBotIntentCode=="CMDHELLO".
  Figure 6 Configuring the Semantic Recognition diagram element
5. Click the connection line between the Semantic Recognition diagram element and the last Robot Reply diagram element, and select a branch condition.
  Figure 7 Setting a branch
6. Click the last Robot Reply diagram element and set Reply Template to the template the same as that in the first Robot Reply diagram element.
7. Click on the top of the canvas.
8. Click on the top of the canvas. In the Publish dialog box, click .
Choose Chatbot Management > Flow Configuration > Intelligent Chatbot, and click to associate a flow access code with the new flow.
Click Test Call corresponding to the flow and enter Hello. The robot then replies with "Hello".
If Dialog Type is set to Chatbot, configure a channel.
1. Choose Configuration Center > Access Configuration > Channel Configuration.
2. Click New. In the Robot Configuration area, enable Connecting to the Intelligent Robot and select the published robot.
If Dialog Type to Voice navigation or IVR flow, configure a called route.
1. Choose Configuration Center > Access Configuration > Called Party.
2. Click New, set Access Code and Extension Code, set Device Type to IVR, and select the published robot.
3. Click Save.