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ANEXO 2: Aspectos conceptuales
This section applies to you only if you have purchased the Five9 IVR with Speech Recognition.
Speech recognition is used in the Input and Menu modules to compare spoken words to a predefined grammar of expected phrases from a variety of voices. Speech recognition enables you to create advanced self-service voice applications, for example:
• Menu-driven call routing, such as You can say Sales or Customer Service. String Number Date Date/Time Currency Boolean Percent Email URL Phone Duration
Speech recognition grammar describes the type of information that you can collect. In all cases, the input must be provided in U.S. English. A variety of predefined grammars are available for the Input module:
boolean
Accepts yes or no from the caller. Correct is accepted as a synonym for yes. By default, 1 (=yes) or 2 (=no) is assigned to the variable.
Parameter properties.
Return key/values.
Additional Returned Key/Values.
ccexpdate
Understands the expiration date on a credit card. Expiration dates are usually a month and a year embossed on a credit card in the form mm/yy or MonthYYYY. The grammar recognizes variations of the date, for example, December 2007, twelve oh seven, twelve of two thousand and seven, twelve slash zero seven, etc.
boolean ccexpdate creditcard currency date digits number phone socialsecurity time zipcode
Parameter Default Value Description
y 1 Desired DTMF digit equivalent to yes.
n 2 Desired DTMF digit equivalent to no.
Key Description
MEANING True or false.
Key Description
Parameter properties.
Return key/values.
creditcard
Understands a caller saying a credit card number, optionally preceding the number with the credit card name, or the words account number or account. For example, a caller can say, Visa account number four oh one seven..., MasterCard five zero zero two..., or three
seven three five.... The grammar is capable of understanding any commercial credit card
adhering to the ISO standard numbering scheme. This scheme should cover all cards issued by Visa, MasterCard, American Express, Discover, and Diners Club, and many private label cards provided by individual retailers (department stores, gas companies, etc.).
This standard dictates minimum and maximum length of the digit string, open digit sequences, and the use of a check digit as the last digit in the string so that the entire number meets the mod 10 checksum criterion. We strongly recommend that you cross- validate numbers with related information (Expiration date, Security codes, Database validation).
Parameter Default Value Description
referencedate current date Date (in YYYYMMDD format) to use in
computing ranges.
maxallowed 84 months Latest date recognized expressed as a
number of months beyond reference date.
maxexpected 48 months Latest likely date recognized expressed as a
number of months beyond reference date.
Key Description
MEANING Recognized date in YYYYMMDD format, where YYYY is the year, MM is the month, and DD is the day. For example, 20110331 refers to March 31, 2011. The value is the same regardless of whether the caller specified a day of the month or not; the day is always set to the last day of the month. Can be assigned to a selected variable in the Input Module (default is BUFFER).
Parameter properties.
Return key/values.
Additional Returned Key/Values.
currency
The currency grammar collects currency using dollars and cents. Accepts dollar amounts such as ten dollars, ten dollars and fifteen cents, and ten fifteen.
Parameter properties.
Parameter Default Value Description
typesallowed All types are
recognized.
Credit card types. To specify more than one, use the list to enable individual card types: American Express, Diners Club, Discover, MasterCard, Private Label, and Visa.
Key Description
MEANING Recognized credit card number. Can be assigned to a selected variable in the Input Module (default is BUFFER).
Key Description
CARDTYPE Assigned to the type recognized, where the types are of the same set that can be specified in the type property. Even if the caller does not specify the card type, the type is inferred from the card number. For instance, if the caller says a number starting with 4, the card type is set to Visa.
Parameter Default Value Description
minallowed 0.0 Minimum amount. maxallowed 9999.99 Maximum amount. minexpected 0.0 Minimum likely amount. maxexpected 9999.99 Maximum likely amount.
granularityallowed 0.01 Granularity of recognized results. granularityexpected 0.01 Granularity of likely results.
Return key/values.
Additional Returned Key/Values.
date
Accepts a date spoken in any of several formats, such as mm-dd-yyyy or mm/dd/yyyy.
Parameter properties.
Return key/values.
Key Description
MEANING String in this format: <currency><main unit
amount><dot><subunit amount>. Automatically assigned to
the SWI_literal variable in the Input module.
Key Description
SWI_literal Exact text that was recognized.
Parameter Default Value Description
minallowed 19000101 Earliest date recognized, expressed as
YYYYMMDD
maxallowed 21991231 Latest date recognized minexpected 19000101 Earliest likely date maxexpected 21991231 Latest likely date
Key Description
MEANING Date string expressed as YYYYMMDD. Recognized phrases include 4 June, 4 June 2006, 4, 6, 2006, the 4th, 4th June, and Monday, the 4th of June. The MEANING key is
automatically assigned to the SWI_literal variable in the Input module.
Additional Returned Key/Values.
digits
Recognizes a continuously spoken string of up to 20 digits (that is, the caller is not required to pause after each digit). Valid characters are the digits 0-9. The digit 0 can be pronounced as either oh or zero. Punctuation characters such as hyphens (-), dots (.), and underscores (_) are not recognized; if spoken they reduce recognition accuracy.
Parameter properties.
Return key/values.
Additional Returned Key/Values.
number
Accepts quantities such as ten, one hundred and forty, five hundred sixty one point five,
negative five, and minus four point three.
Key Description
SWI_literal Exact text that was recognized.
Parameter Default Value Description
minlength 1 Minimum number digits recognized maxlength 20 Maximum number digits recognized
Key Description
MEANING String of digits (ISO-8859-1 encoding), with no spaces, for example: 12345. Automatically assigned to the SWI_literal variable in the Input Module.
Key Description
Parameter properties.
Return key/values.
Additional Returned Key/Values.
phone
Accepts 7- and 10-digit North American phone numbers and three-digits numbers ending in 11 (e.g., 911). An optional 1 can be placed before 7- or 10-digit numbers. Dashes are optional. For example, if 16789999 is recognized, the return result is 6789999. The grammar allows phrases such as three two four fifty five seventy two and strings of individual digits.
Parameter Default Value Description
minallowed 0 Minimum number. maxallowed 999 999 999.99 Maximum number.
maxdecimal 2 Maximum number of decimal places
(maximum 9).
minexpected 0 Minimum likely number. maxexpected 999 999.99 Maximum likely number.
granularityallowed 1.0 Granularity of recognized results. This must
be an integer. If set, fractional entries are recognized. To control allowed decimal precision, use the maxdecimal parameter. granularityexpected 1.0 Granularity of likely results.
Key Description
MEANING String of ISO-8859-1 digits with no spaces, for example: if the caller says twenty five, the result is 25. Automatically assigned to the SWI_literal variable in the Input Module.
Key Description
Return key/values.
Additional Returned Key/Values.
socialsecurity
Understands 9-digit US Social Security numbers. For example, a caller can say, oh one
seven, four seven, six five eight three. Illegal numbers, such as those beginning with three
zeros, are rejected. The grammar accepts numbers with first digits ranging from 0 to 7 but does not accept those beginning with 8 or 9.
Return key/values.
time
Accepts spoken time of day from the caller, for example: HH:MM [AM | PM]. Recognized phrases include times given in 12-hour format (5 o'clock), 24-hour format (twenty-three fifteen), and qualified times such as before 5 o'clock and about 5.
Key Description
MEANING Variable-length string of digits with no spaces. Automatically assigned to the SWI_literal variable in the Input Module. Assigned to a string of digits representing the recognized phone number. A leading 1 is omitted in the return value. For example, if 16789999 is recognized, the return result is 6789999.
The return string may optionally contain the character x to indicate a phone number with an extension, for example: 8005551234x789.
Key Description
SWI_literal Exact text that was recognized.
Key Description
MEANING Recognized number. Can be assigned to a selected variable in the Input Module (default is BUFFER).
Parameter properties.
Return key/values.
Additional Returned Key/Values.
zipcode
Recognizes valid United States ZIP Codes in either five- or nine-digit format.
Return key/values.
Parameter Default Value Description
minallowed 0000 Earliest time recognized. maxallowed 2359 Latest time recognized. minexpected 0000 Earliest likely time. maxexpected 2359 Latest likely time.
granularityallowed 1 Allowed granularity in minutes. granularityexpected 1 Expected granularity in minutes.
Key Description
MEANING Four-digit string in the 24-hour format, from 0000 to 2359. Automatically assigned to the SWI_literal variable in the Input Module.
Key Description
SWI_literal Exact text that was recognized.
Key Description
MEANING Recognized five- or nine-digit ZIP code. The time can range from 0000 to 2359. Automatically assigned to the SWI_literal variable in the Input module.
Additional Returned Key/Values.