SystemDirected Dialog

1
Lesson 20
2
System-Directed Dialog

• Application   What month?Caller           
  FebruaryApplication   What day of the
  week?Caller           TwelveApplication  
  What year?Caller           Nineteen
  ninety-seven

3
User-Directed dialog

• Caller           Set month to
  FebruaryApplication  Month is
  FebruaryCaller           Set day to
  twelveApplication  Day is twelveCaller      
      Set year to nineteen ninety-sevenApplication
    Year is nineteen ninety-seven

4
Mixed-initiative dialog

• Application  What month?Caller          
  February twelve nineteen ninety-seven

5
Guidelines for Novice Callers

• Match the organization of the voice user
  interface to the callers perspective
• Guide the caller
• Use event handlers to provide help to the caller
• Provide progressive assistance   

6
Progressive assistance

• Level 1Present a short prompt asking the caller
  to respond.
• Level 2Present a short description of what the
  caller should say.
• Level 3Present an example of what the caller
  should do.
• Level 4Offer to present short segments of a
  verbal tutorial to the caller or transfer the
  caller to a human operator to resolve the
  callers problem.

7
Example Progressive Assistance

• Application    What month?Caller            
  Huh?Application    What month of the
  year?Caller            Uh, aa. .
  .Application   What month of the year? For
  example, January.Caller          
  AaApplication  Transferring, please hold.

8
Guidelines for Novice Users

• Enable barge-in
• Barge-in is turned on by defult
• Enable alternative utterances
• Include extra words in the grammar
• Use lttaggt and semantic interpretation

9

• Application   What month?Caller           
  FebruaryApplication   What day of the
  week?Caller            TwelveApplication  
  What year?Caller            Nineteen
  ninety-seven

• Application   What month?Caller          
   FebruaryApplication   What day of.Caller  
          (barges-in) twelveApplication   What
  Caller           (barges-in) nineteen
  ninety-seven

10
Barge-in

• Application   What month?Caller           
  FebruaryApplication   What day of the
  week?Caller            TwelveApplication  
  What year?Caller            Nineteen
  ninety-seven
• Application   What month?Caller          
   FebruaryApplication   What day of.Caller  
          (barges-in) twelveApplication   What
  Caller           (barges-in) nineteen
  ninety-seven

11
Guidelines for Experienced Users

• Enable task switching
• Enable single utterance for multiple fields
• Enable out-of-sequence data entry
• Prompt for missing parameters
• Resolve overlapping grammar

12

• ltformgtltinitialgt     ltpromptgt           
  Welcome to your reservation profile. 
              Do you want to update your arrival
  date, address, or credit card?     lt/promptgt  
  ltlink next"date_processing.vxml"gt          ltgram
  mar root "day" version "1.0" xmllang "en"
  type
  "application/grammarxml" gt                ltrule
  id "day"gt ltitemgt arrival date lt/itemgt 
  lt/rulegt         lt/grammargt   lt/linkgt           
          ltlink next"address_processing.vxml"gt   
         ltgrammar root "address" version "1.0"
  xmllang "en" type
  "application/grammarxml" gt               
  ltrule id "address"gt ltitemgt address lt/itemgt 
  lt/rulegt         lt/grammargt  lt/linkgt        
  ltlink next"credit_processing.vxml"gt         ltgra
  mmar root "cc" version "1.0" xmllang "en
  type
  "application/grammarxml" gt                ltrule
  id "cc"gt ltitemgt credit card lt/itemgt 
  lt/rulegt         lt/grammargt    lt/linkgt     
  lt/initialgt lt/formgt

13
Form level grammar

• ltform id "get_date"gt      ltgrammar type
  "application/grammarxml" version
  "1.0"                        src
  "american_date.grxmlADate"/gt          lt!-- 
  default for grammars specified within ltformgt
  element is
• scope "dialog" 
  --gt          lt!--  This is often called a
  form-level grammar  --gt          ltinitial name
  "start"gt              ltpromptgt                
       What date?               lt/promptgt        
  lt/initialgt

14
Alternative sequences of input

• ltrule id "ADate" scope "public"gt       
       ltone-ofgt                 
  ltitemgt                     ltruleref uri
  "month"/gt                     ltruleref uri
  "day"/gt                     ltruleref uri
  "year"/gt                  lt/itemgt             
      ltitemgt                     ltruleref uri
  "day"/gt                     ltruleref uri
  "month"/gt                     ltruleref uri
  "year"/gt                  lt/itemgt           
   lt/one-ofgt     lt/rulegt

15
Overlapping Grammars

• ltrule id "source_account"gt      from    
  ltone-ofgt          ltitemgt lttaggt .source_account
  "savings" lt/taggt savings lt/itemgt         
  ltitemgt lttaggt .source_account "checking" lt/taggt
  checking lt/itemgt     lt/one-ofgtlt/rulegtltrule id
  "target_account"gt      to    
  ltone-ofgt          ltitemgt lttaggt .target_account
  "savings" lt/taggt savings lt/itemgt         
  ltitemgt lttaggt .target_account "checking"lt/taggt
  checking lt/itemgt     lt/one-ofgtlt/rulegt