Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Inspections/ Managing AI Inspections (Self-Developed)/ Configuring Inspection Rules/ Configuring Dialog Rules
Updated on 2024-10-12 GMT+08:00
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Configuring Dialog Rules

A dialog rule contains basic rule information, inspection conditions, and dialog logic. A dialog logic contains the dialog content which describes what the customer and agent need to say in different call phases.

Context

You can configure different dialog rules to be referenced when business scenarios are configured. For example, you can configure an agent introduction in a dialog rule for the return visit scenario, including the employee ID and thanks. The introduction semantics can be configured on the Sentence and Semantic/Keyword pages. To configure a complete dialog rule, you can reference a series of sentences to form a dialog logic.

Dialog rules can be created on the GUI.

Procedure

  1. Sign in to the AICC as a tenant administrator, choose Configuration Center > Quality Management > Inspection Rule, and click the DIALOG RULE tab.
  2. Click Add Rule and configure rule information.

    Figure 1 Creating a dialog rule
    • Basic Information includes Rule Name, Description, Rule Type, Scoring Method, Rule Score, Implementation Mode, and Number of Matched Dialog Logic.
    • Trigger Condition includes Call Start Time and Call End Time.

  3. Configure the dialog logic.

    1. Click Add Dialog Logic, and set the dialog logic name and number of occurrences as prompted.
    2. Click Add Dialog Content, and set the call phase, dialog role, dialog rule, sentence category, and sentence content as prompted.
    3. Click to add a sentence category and a sentence. Click to delete a sentence category and a sentence. Click Delete to delete the dialog content.
    4. Click Preview to preview the added dialog logic. On the preview page, click Modify to modify the dialog logic. On the preview page, click Delete to delete the undesired dialog logic.
      Figure 2 Adding and modifying a dialog logic
      Figure 3 Previewing a dialog logic

  4. Click Save to save the dialog rule and return to the DIALOG RULE page.

Follow-up Procedure

On the DIALOG RULE page, you can click Search to search for desired dialog rules based on the search criteria, click Reset to reset the search criteria, click View to modify the dialog rules, and click Delete to delete undesired dialog rules.

Figure 4 DIALOG RULE page