Configuring Business Scenarios

Context

A business scenario is a set of multiple inspection rules. A condition can be set for a business scenario. Calls that meet the condition will be inspected. An inspection rule can belong to multiple business scenarios. For example, a call of a business department belongs to business scenario A. After the business scenario is modified, inspected calls will not be inspected again. Only new calls belong to this modified business scenario will be inspected.

Only business scenarios in Enabled state can be used for AI inspections. You can manually switch the business scenario states.

You can maintain business scenarios by adding them on the GUI or by importing them offline.

In the offline scenario, you can fill in an Excel template offline and import elements such as business scenarios, semantics, keywords, sensitive words, sentences, and rules for specified AI inspection tasks.

NOTE:

Data that is not associated with businesses can be imported individually. For example, to import a sensitive word associated with a sentence, you need to configure the corresponding sentence data. If the sensitive word is not associated with a sentence, you can directly import it.

In the Excel template scenario, pay attention to the following:

• One sheet corresponds to the configuration item of one element. When a template is imported, only the configuration items corresponding to the sheet with content are updated.

  The following lists the sheets in a template and the corresponding content to be entered:

  • business-scenario: Enter business scenarios.
  • intent-category: Enter sentences.
  • intent-corpus: Enter the semantics content.
  • intent-rule-corpus: Enter keywords.
  • sensitive-group-word: Enter sensitive words.
  • dialog-rule: Enter the basic content of dialog rules.
  • dialog-flow: Enter the logic content of dialog rules.
  • dialog-sentence-group: Enter sentences of dialog rules.
  • silence-rule: Enter the content of silence rules.
  • speed-rule: Enter the content of speed rules.
  • interruption-rule: Enter the content of interruption rules.
• The business scenarios in each sheet are identified by name. If the name of a business scenario is different from that of the element of the same type in the system, the configuration item can be added. If they are the same, the configuration item cannot be added.
  NOTE:

  If the name of a business scenario already exists in the system, update the name of the existing business scenario.

• The column names in the Excel file can be modified based on site requirements, but they cannot be deleted. In addition, the sequence of each column must be fixed. Otherwise, errors may occur during the import.
• Pay attention to special characters in the Excel file, such as < (less-than sign) and > (greater-than sign), which indicates hypertext tags. Otherwise, the import may fail.

Procedure

Scenario 1: Adding a business scenario online

1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Quality Management > Business Scenario.
2. Click Add to add a business scenario.
3. On the Add Business Scenario page, set Name, Description, Call Start Time, and Call End Time, set Inspection Type to Voice Type or Text Type, select inspection rules, and click Save.
4. In the dialog box that is displayed, click OK.

Scenario 2: Importing business data offline

1. Download the import template from the GUI.
2. Fill in the sheets of the import template by referring to the following table.
   NOTICE:

   The content on each sheet is imported to the corresponding configuration page in the system. If data with the same name exists on the configuration page, the import fails.

   Table 1 business-scenario sheet

   Column	Description	Value Example
   Scenario Name	Business scenario name. This column is mandatory.	-
   Scenario Description	Business scenario description.	-
   Ignore Sensitive Words	Whether to ignore sensitive words. This parameter is mandatory. 0: no 1: yes	1
   Scenario Status	Whether a business scenario is enabled. This parameter is mandatory. 0: no 1: yes	1
   Call Start Time	Call start time. Format: YYYY/MM/DD HH:MM:SS	-
   Call End Time	Call end time. Format: YYYY/MM/DD HH:MM:SS	-
   Dialog Rule	Dialog rule, which must be configured in the dialog-rule sheet.	-
   Silence Rule	Silence rule, which must be configured in the silence-rule sheet.	-
   Speed Rule	Speed rule, which must be configured in the speed-rule sheet.	-
   Interruption Rule	Interruption rule, which must be configured in the interruption-rule sheet.	-
   Interaction Type	Interaction type of a business scenario. If this parameter is not set, the voice type is used by default. 0: voice type 2: text type	0

   Table 2 intent-category sheet

   Column	Description	Value Example
   Sentence Category Name	Sentence category name. This column is mandatory.	-
   Sentence Name	Sentence name. This column is mandatory.	-
   Sentence Category Usage	Sentence category usage. dialog_rule: dialog rule speaker_identify_rule: rule for distinguishing speaker roles	dialog_rule

   Table 3 intent-corpus sheet

   Column	Description	Value Example
   Sentence Name	Sentence name. This column is mandatory.	-
   Corpus	Semantic name. This column is mandatory.	-
   Language	Semantic internationalization. This column is mandatory. zh_CN: Chinese en_US: English	-
   Negative Sample	Whether the corpus is an antonym corpus. This column is mandatory. false: synonym corpus. true: antonym corpus.	-
   Full Match	Whether the semantic content needs to be fully matched. This column is mandatory. false: partial match. true: full match.	false

   Table 4 intent-rule-corpus sheet

   Column	Description	Value Example
   Sentence Name	Sentence name. This column is mandatory.	-
   Corpus	Keyword. This column is mandatory.	-
   Language	Keyword internationalization. This column is mandatory. zh_CN: Chinese en_US: English	-
   Negative Sample	Whether the corpus is an antonym corpus. This column is mandatory. false: positive sample. true: negative sample.	-
   Full Match	Whether full match is required for the keyword content. This column is mandatory. false: partial match. true: full match.	false

   Table 5 sensitive-group-word sheet

   Column	Description	Value Example
   Sensitive Word Category Name	Sensitive word category name. This column is mandatory.	-
   Sensitive Word	Sensitive word. This column is mandatory.	-
   Score	Rule score, which indicates that points are deducted for violation. This column is mandatory. The value is an integer ranging from –100 to 0. If this parameter is left empty, the value 0 is automatically assigned. If a decimal point exists, round down the value.	-5
   Agent Exception	Sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2
   Customer Exception	Sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 2

   Table 6 rule-dialogue sheet

   Column	Description	Value Example
   Rule Name	Dialog rule name. This column is mandatory.	-
   Rule Description	Description of a dialog rule.	-
   Score	Rule score. This column is mandatory. The value is an integer ranging from –100 to +100. If this parameter is left empty, the value 0 is automatically assigned. If a decimal point exists, round down the value. If the rule is used for point deduction, points deducted for violation are displayed. If the rule is used for point adding, points added for compliance are displayed. If the rule score is 0, the score is not calculated.	-5
   Rule Type	Rule type. This column is mandatory. normal: general rule. critical: important rule.	normal
   Rule Mode	Rule mode. This column is mandatory. positive: positive rule. This rule is mandatory for compliance. negative: negative rule. This rule is mandatory for violation.	negative
   Number of Dialog Logics for Compliance	Number of dialog logics for compliance. This column is mandatory. The value is an integer ranging from 1 to 100. If a decimal point exists, round down the value.	1
   Trigger Start Time	Call start time. Format: YYYY/MM/DD HH:MM:SS	-
   Trigger End Time	Call end time. Format: YYYY/MM/DD HH:MM:SS	-

   Table 7 dialog-flow sheet

   Column	Description	Value Example
   Dialog Logic Name	Dialog logic name. This column is mandatory.	-
   Dialog Rule	Dialog rule name. This column is mandatory.	-
   Sentence Group Name	Name of the sentence group. This column is mandatory. Multiple sentence groups can be separated by vertical bars (|).	Sentence group name 1|Sentence group name 2
   Expression	Expression of a sentence group. must: must say must|then: must say|goes on saying must|and: must say|also says must|and|then: must say|also says|goes on saying if|after: Before the previous sentence|must say if|after|and: Before the previous sentence|must say|also says if|after|then: Before the previous sentence|must say|goes on saying if|iand: If says|must say (Either) if|iand|and: If says|must say (Either)|also says if|iand|then: If says|must say (Either)|goes on saying if|then not: cannot say if|then: After the previous sentence|must say if|then|and: After the previous sentence|must say|also says if|then|then: After the previous sentence|must say|goes on saying	if|then not
   Minimum Number of Repetitions	Number of times the dialog logic is repeated. The value is an integer ranging from 2 to 127. If a decimal point exists, round down the value.	-

   Table 8 dialog-sentence-group sheet

   Column	Description	Value Example
   Sentence Group Name	Sentence group name. This column is mandatory.	-
   Dialog Rule Name	Dialog rule name. This column is mandatory.	-
   Dialog Logic Name	Dialog logic name. This column is mandatory.	-
   Dialog Type	Dialog rule type. This column is mandatory. must: must say if: if says must_say: must say must_not_say: cannot say then: goes on saying and: also says	-
   Optional	Reserved field. This parameter is mandatory. true: optional false: mandatory	-
   Dialog Role	Matching role, which specifies whether a customer or an agent speaks in a dialog rule. This column is mandatory. any: not specified. staff: agent. customer: customer	any
   Call Phase	Call phase. any: not specified. top: beginning of a call. bottom: end of a call. set: sets the interval.	any
   Interval	Call interval. The value ranges from 1 to 9999. The value must be an integer. If a decimal point exists, round down the value. This column is mandatory only when Call Phase is set to top, bottom, or set.	-
   Sentence	Sentence name. Multiple sentences can be separated by vertical bars (|).	-

   Table 9 silence-rule sheet

   Column	Description	Value Example
   Rule Name	Name of a silence rule. This column is mandatory.	-
   Score	Rule score. This column is mandatory. The value is an integer ranging from –100 to 0. If this parameter is left empty, the value 0 is automatically assigned. If a decimal point exists, round down the value.	-5
   Consecutive Silence Seconds for Violation	Consecutive silence seconds for violation. This column is mandatory. The value is an integer ranging from 1 to 2147483647. If a decimal point exists, round down the value.	3
   Number of Silence Times for Violation	Number of silence times for violation. This column is mandatory. The value is an integer ranging from 1 to 2147483647. If a decimal point exists, round down the value.	1
   Trigger Start Time	Call start time. Format: YYYY/MM/DD HH:MM:SS	-
   Trigger End Time	Call end time. Format: YYYY/MM/DD HH:MM:SS	-
   Exception Settings for an Agent Before Silence	Exception settings for an agent before silence. Enter the sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2
   Exception Settings for a Customer Before Silence	Exception settings for a customer before silence. Enter the sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2
   Exception Settings for an Agent After Silence	Exception settings for an agent after silence. Enter the sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2

   Table 10 speed-rule sheet

   Column	Description	Value Example
   Rule Name	Name of a speed rule. This column is mandatory.	-
   Score	Rule score. This column is mandatory. The value is an integer ranging from –100 to 0. If this parameter is left empty, the value 0 is automatically assigned. If a decimal point exists, round down the value.	-5
   Minimum Number of Words/min	If the value is less than the value of this parameter, the speaking speed is too low and a violation is met. This parameter is mandatory. The value is an integer ranging from 1 to 220. If a decimal point exists, round down the value.	180
   Maximum Number of Words/min	If the value is greater than the value of this parameter, the speaking speed is too high and a violation is met. This parameter is mandatory. The value is an integer ranging from 1 to 2147483647. If a decimal point exists, round down the value.	300
   Trigger Start Time	Call start time. Format: YYYY/MM/DD HH:MM:SS	-
   Trigger End Time	Call end time. Format: YYYY/MM/DD HH:MM:SS	-
   Customer Statement When the Speed Is Higher Than the Maximum	Customer statement when the speed is higher than the maximum. Enter the sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2
   Customer Statement When the Speed Is Lower Than the Minimum	Customer statement when the speed is lower than the minimum. Enter the sentence name. Multiple sentences can be separated by vertical bars (|).	Sentence name 1|Sentence name 2

   Table 11 interruption-rule sheet

   Column	Description	Value Example
   Rule Name	Name of the interruption rule. This column is mandatory.	-
   Score	Rule score. This column is mandatory. The value is an integer ranging from –100 to 0. If this parameter is left empty, the value 0 is automatically assigned. If a decimal point exists, round down the value.	-5
   Crosstalk Duration (s)	Crosstalk seconds. This column is mandatory. The value is an integer ranging from 1 to 10000. If a decimal point exists, round down the value.	5
   Number of Crosstalks	Number of crosstalk times. This column is mandatory. The value is an integer ranging from 1 to 10000. If a decimal point exists, round down the value.	1
   Trigger Start Time	Call start time. Format: YYYY/MM/DD HH:MM:SS	-
   Trigger End Time	Call end time. Format: YYYY/MM/DD HH:MM:SS	-

3. Sign in to the AICC as a tenant administrator and choose Configuration Center > Quality Management > Business Scenario.
4. Click Import to import the business scenario file.

   If the import fails, the system displays the message "Failed to import the file. Check the data." In the dialog box that is displayed, click OK to reselect the business scenario file.

   

5. Click OK. The task is successfully imported.
6. (Optional) Select a business scenario and click Export. A message is displayed, asking you whether to download the business scenario. After you click OK, the business scenario is exported successfully.
   The dialog rules associated with the selected business scenario cannot contain sentences or sensitive words in the Uncategorized category. Otherwise, the exported Excel file cannot be imported.

   Figure 1 Uncategorized page
   
   NOTE:

   A maximum of 100 records can be exported.

   Figure 2 Confirmation dialog box