Bots

• Label: here you can type a brief description

• Choose an OpenAI bot: select the created bot from the list (mandatory field)

• Text you want to send (e.g. the variable {GOOGLE_ASR_TRANSCRIPT}) - (discover below the IVR project built with ASR and TTS blocks)

• Sound to play while waiting (available from version 3.40.0): a playback sound, previously uploaded in Tools/Sound section, executed for the customer while waiting for a response from OpenAI, such as, “We are analyzing your request, we will get back to you shortly” , thus improving the user experience and avoiding audio gaps.
  This option is not mandatory and by default the sound is set on “No option chosen”. If you decide to select a sound, it is executed right after sending the HTTP request, while the server waits for OpenAI answer. The playback is executed to the end, without being interrupted in case OpenAI's response was already ready before the completion of the audio.

• In TTS block, set the Google provider

• In ASR block set the Google API Key and Set the Variable {GOOGLE_ASR_TRANSCRIPT}

• In OpenAI ChatGPT block retrieve your OpenAI Bot configured in Tools section

• in TTS block set the variable {OPENAI_CHATGPT_RESULT} to get the text response from OpenAI.
  The text result is saved in database in square_messages table

• Label: here you can type a brief description

• Project ID: Cloud Platform project ID

• Client Email: email address associated to Service Account Key

• Private Key: private key associated to Service Account Key

• Language: the language you want use for the bot

• Text: the text you want to send

The DialogflowV2 block saves the results in the following variables:

• DIALOGFLOW_ACTION: Matched Dialogflow intent action name

• DIALOGFLOW_ALLREQUIREDPARAMSPRESENT: True if all required parameter values have been collected (true-false)

• DIALOGFLOW_ENDCONVERSATION: True when 'end conversation' flag is set for the matched dialogflow intent. It is useful when you want to transfer a call to an agent (true/false)

• DIALOGFLOW_FULLFILLMENTTEXT: The text to be pronounced to the user or shown on the screen

• DIALOGFLOW_INTENTNAME: The unique identifier of the intent

• DIALOGFLOW_INTENTDISPLAYNAME: The display name of the intent

• DIALOGFLOW_ISFALLBACKINTENT: True when matched dialogflow intent is fallback intent (true-false)

• DIALOGFLOW_LANGUAGECODE: The language that was triggered during intent detection

• DIALOGFLOW_QUERYTEXT: User input

• DIALOGFLOW_RESPONSEID: The unique identifier of the response

• DIALOGFLOW_SCORE: Matching score for the intent (0-1)

• DIALOGFLOW_SPEECH: Text to be pronounced to the user

• DIALOGFLOW_RESOLVEDQUERY: The query that was used to produce the result.

Exit Arrows

This box provides just one arrow out to the next step

• Call comes in

• A playback starts e.g. with the welcome message "Welcome, how can I help you?"

• The customer says his sentence for example:

  • "I would like to know the clinic's opening hours", or

  • "I would like to speak with an operator" or

  • "I would like to know the date of my reservation that I cannot remember"

• AWS ASR turns the voice into text and sends it to DialogflowV2 which understands customer's intent

• the call passes to switch option

  • if the request is for clinic hours, a playback will say them

  • if the request is to speak to an operator, a playback will say "please hold, we are transferring your call" and the interaction will pass to a queue

  • if the request is for a reservation time, a playback will say "Please hold for a moment, I search for the required information" and the info goes to the Database, which retrieves the data and the AWS Polly will say "the date of your reservation is Saturday, March 9 at 11 a.m."

• finally there is the Hangup of the interaction

• Label: here you can type a brief description

• Key: your acquired client api key from the console.dialogflow.com account

• Text: the text you want to send

• Language: the language you want use for the bot

The Dialogflow block saves the results in the following variables:

• DIALOGFLOW_SOURCE: Request source name. 

• DIALOGFLOW_RESOLVEDQUERY: The query that was used to produce the result.

• DIALOGFLOW_ACTION: Matched Dialogflow intent action name.

• DIALOGFLOW_SPEECH: Text to be pronounced to the user.

• DIALOGFLOW_SCORE: Matching score for the intent (0-1).

• DIALOGFLOW_STATUSCODE: Response status code. For more information, please see here https://dialogflow.com/docs/fulfillment#errors

• DIALOGFLOW_ENDCONVERSATION: True when 'end conversation' flag is set for the matched dialogflow intent. It is useful when you want to transfer a call to an agent (true/false).

• DIALOGFLOW_ISFALLBACKINTENT: True when matched dialogflow intent is fallback intent (true-false).

Exit Arrows

This box provides just one arrow out to the next step

• Label: here you can type a brief description

• Access Key ID and Secret Access Key: AWS security credentials. Required: Yes 
  (see http://docs.aws.amazon.com/sdk-for-java/v1/developer-guide/credentials.html )

• Region: AWS regional endpoint. Required: Yes (see http://docs.aws.amazon.com/general/latest/gr/rande.html#pol_region)

• Bot name: the bot name. Required: Yes

• Text: the text you want to send. Required: Yes

The Amazon Lex block saves the results in the following variables:

• AWS_LEX_INTENTNAME: The current user intent that Amazon Lex is aware of. (Read more)

• AWS_LEX_MESSAGE: The message to convey to the user. 

• AWS_LEX_MESSAGEFORMAT: The format of the response message. (Read more)

• AWS_LEX_DIALOGSTATE: Identifies the current state of the user interaction. (Read more)

• AWS_LEX_SLOTTOELICIT: If the AWS_LEX_DIALOGSTATE value is ElicitSlot, returns the name of the slot for which Amazon Lex is eliciting a value.

• AWS_LEX_SLOT_*: The intent slots that Amazon Lex detected from the user input in the conversation. (ex. AWS_LEX_SLOT_PICKUPCITY)