Recognition Result Notification

Description

After a third-party business client registers a subscription task with the CTI platform, this interface is used by the CTI platform to report recognition results to the third-party business client. The invoking party is the OpenProxy of the CTI platform, and the receiving party is the CC-AI of the AICC.

Interface Method

This interface supports only the POST method.

URI

The format of the URI for the CTI platform of the call center to invoke the recognition result notification interface is as follows:

{servicecallbackuri}/v100/subscribe/asrevent/asrresult (In the format, servicecallbackuri indicates the event notification callback address during registration.)

Example: https://10.21.117.9:8043/agentgateway/resource/asrresult/v100/subscribe/asrevent/asrresult

A third-party business client needs to enable the function of receiving messages from this address.

Request Message

• Message header

  Table 1 Parameters in the message header

  No.	Parameter	Value Type	Mandatory	Description
  1	Content-Type	String	Yes	Coding mode of the message body. The default value is application/json; charset=UTF-8.
  2	service_token	String	Yes	Authentication token, which is generated in Subscription, for example, 3320EA1E5E**********************7112A68E336ED638. The value contains a maximum of 256 characters.

• Message body

  Table 2 Parameters for sending the recognition result notification

  No.	Parameter	Value Type	Mandatory	Description
  1	serverid	String	Yes	Subscription task ID reported by the CTI platform to a third-party business client.
  2	subscribetype	String	Yes	Type of the reported subscription event. 1: recognition Others: reserved Currently, only the value 1 is supported.
  3	initialagentid	String	Yes	Agent ID of the control party, that is, ID of the agent to whom an inbound call is made or ID the agent who initiates an outbound call.
  4	ccid	String	Yes	ID of the CTI platform of the call center to which the current agent belongs.
  5	vdnid	String	Yes	ID of the VDN to which the current agent belongs.
  6	curcallid	String	Yes	ID of the current call.
  7	curuserdn	String	Yes	Phone number of the subscriber who is talking with the current agent. If the call is made between agents, leave this parameter empty.
  8	talkertype	String	Yes	Current speaker type. 1: agent 2: subscriber
  9	talkerid	String	Yes	Current speaker ID. When talkertype is set to 1, this parameter indicates the agent ID. When talkertype is set to 2, this parameter indicates the subscriber number.
  10	nlpResult	Object	No	Analysis results. For details about the parameters of this object, see Table 3.
  11	result	Array	Yes	Recognition result content. The value is an array. The parameters of this array are described as follows: confidence: credibility of a valid recognition result. content: content of a recognition result. iscontentenc: indicates whether to encrypt a recognition result. 0: no 1: yes
  12	asrusercase	String	Yes	Reason code of the recognition result. The options are as follows: 0: The recognition result is normal and the recognition ends (discontinuous recognition). 61: A talk starts and no recognition content is carried. 62: The recognition result is normal and the recognition continues. 63: The recognition ends. Others: A recognition error occurs.
  13	calldata	String	No	Call-associated data, which contains a maximum of 1024 bytes. The content stored in calldata is as follows: { "nlpFlag": true or false "flowAccessCode": flow access code "callBackUrl": actual callback URL }

  Table 3 Parameter description of nlpResult

  No.	Parameter	Value Type	Description
  10.1	call_script	Array	Script progress. For details about the parameters of this object, see Table 4.
  10.2	call_script_matchedstep	String	Current script.
  10.3	Intend	String	Intention.
  10.4	sensitive_word	Object	Sensitive word.
  10.5	recomand_KP	Object	Recommended knowledge. For details about the parameters of this object, see Table 5.

  Table 4 Parameter description of call_script

  No.	Parameter	Value Type	Description
  10.1.1	intentcode	String	Intention code.
  10.1.2	intentDsp	String	Intention.
  10.1.3	status	String	Intention status. The options are as follows: finished Left blank: unsent
  10.1.4	childintent	Array	Script. The options are as follows: intentcode intentDsp status finished Left blank: unsent

  Table 5 Parameter description of recomand_KP

  No.	Parameter	Value Type	Description
  10.5.1	similarFaqs	Array	Recommended similar FAQs (knowledge). For details about the parameters of this object, see Table 6.
  10.5.2	answer	Array	Recommended FAQs (knowledge).

  Table 6 Parameter description of similarFaqs

  No.	Parameter	Value Type	Description
  10.5.1.1	faqGroupName	Array	Q&A team and knowledge team.
  10.5.1.2	prob	String	Recommended probability value.
  10.5.1.3	question	String	Question and knowledge title.
  10.5.1.4	answers	Array	Answer and knowledge content. For details about the parameters of this object, see Table 7.
  10.5.1.5	faqId	String	FAQ ID or knowledge ID.
  10.5.1.6	faqGroupId	String	FAQ group ID.

  Table 7 Parameter description of answer

  No.	Parameter	Value Type	Description
  10.5.1.4.1	faqGroupName	Array	Q&A team and knowledge team.
  10.5.1.4.2	prob	String	Recommended probability value.
  10.5.1.4.3	question	String	Question and knowledge title.
  10.5.1.4.4	answers	String	Answer and knowledge content.
  10.5.1.4.5	faqId	String	FAQ ID or knowledge ID.
  10.5.1.4.6	faqGroupId	String	FAQ group ID.

Response Message

Example

• Message header

  Content-Type:application/json; charset=UTF-8
  Guid: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx.AgentGateway1

• Request parameter

  {
      "subscribetype": "1",
      "curuserdn": "88880313",
      "serverid": "20200723164539-001-00625",
      "initialagentid": "184",
      "result": {
          "iscontentenc": "0",
          "confidence": "100",
  "content": "{<nlresult" missing claiming; time=9460 9850>"
      },
      "ccid": "1",
      "createTime": 1595493968513,
      "vdnid": "14",
      "talkertype": "2",
      "talkerid": "88880313",
      "asrusercase": "62",
      "curcallid": "1595493961-913",
      "nlpResult": {
          "call_script": [
              {
                  "intentcode": "guashi",
  "intentDsp": "Claim missing",
                  "status": "finished",
                  "childintent": [
                      {
                          "intentcode": "shoujihaoma",
  "intentDsp": "Your mobile number",
                          "status": ""
                      },
                      {
                          "intentcode": "shenfenzheng",
  "intentDsp": "Your ID card number-Copy1",
                          "status": ""
                      }
                  ]
              }
          ],
          "call_script_matchedstep": "guashi",
  "Intend": "Claim missing",
          "sensitive_word": "",
          "recomand_KP": {
              "similarFaqs": [
                  {
                      "faqGroupName": "Claim missing",
                      "prob": "1E-08",
  "question": "Process for handling claim missing",
                      "answers": [
  "To claim missing, you need to fill in the information on the counter. To claim missing, you need to fill in the information on the counter. To claim missing, you need to fill in the information on the counter. To claim missing, you need to fill in the information on the counter."
                      ],
                      "faqId": 10002,
                      "faqGroupId": 10000
                  }
              ],
              "answer": {
  "faqGroupName": "Claim missing",
                  "prob": 4.05465109108164,
  "question": "Handling mode of the missing claiming business",
                  "answers": [
  "To handle the missing claiming business, you need to fill in the information at the counter."
                  ],
                  "faqId": 10001,
                  "faqGroupId": 10000
              }
          }
      }
  }

• Response parameter

  {
      "message": "success",
      "retcode": "0"
  }