Asr

This help page is for CXone Studio. This information is also available for Desktop Studio.

Allows you to capture a value provided by a contact and store it in a script variable. This variable can be used for further script routing and other purposes.

Asr is the most flexible of the ASR Allows contacts to respond to recorded voice prompts by speaking, pressing keys on their phone, or a combination of both. actions and can be used instead of the more specialized actions when additional flexibility is needed. However, this action requires you to provide your own phrase list or grammar file whereas the special purpose actions typically include a built-in file for processing and recognizing the caller's utterances.

ASR actions appear only if ASR is enabled for your organization. ASR is an optional feature. Ask your CXone Account Representative for more information.

Dependencies

In pronouncing numbers, "negative" is hard-coded.
In pronouncing numbers, "point" is hard-coded.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Sequence	Define the prompt that the action plays. A prompt can be a prerecorded WAV audio file or text-to-speech Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. (TTS). If the prompt is an audio file, enter the file name enclosed in double quotes. For example, "greeting.wav". If the audio file is located in a different folder, include the path to the file. For example, if the script is in the root folder and the audio file is in a subfolder two levels down, enter "Subfolder\Subfolder2\Audio-file.wav". If the script is in a subfolder one level down from the root and the audio file is in a different subfolder on the same level, enter "\..\Subfolder\Audio-file.wav". If the prompt is text-to-speech, enter the text you want the TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. service to read. Each segment must be enclosed in double quotes and include a string reference character to identify the type of information it is. For example: "%Your account balance is" "silence.wav" "${accountBalance}"
Phrase	Use this property to document the text the prompt contains. This property is not used by the script. Because some prompts can be complex and contain multiple segments, it can be helpful to include the text written without the formatting required by the Sequence field.
High Confidence	When the ASR engine recognizes a phrase spoken by a caller, it also returns a percentage that indicates how confident it is in a voice recognition match. The script compares this recognition percentage to the value in this property, and if the percentage is equal or greater to the value, the OnHighConfidence branch is taken. Enter a whole number between the MinConfidence value and 100. The default value is 70.
Min Confidence	Defines the minimum acceptable confidence percentage for a recognition match. If the recognition percentage is between this value and the HighConfidence value, the OnMedConfidence branch is taken, which typically lets the contact confirm the ASR understanding of an utterance. If the recognition percentage is less than this value, the OnNoConfidence branch is taken. Enter a whole number between 1 and the HighConfidence value. The default value is 50.
Timeout Seconds	Determines how long the IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. waits for input (either spoken or by key-press) before it takes the OnTimeout branch. This is the threshold for complete silence on the line. The default value is 10 (seconds). To change it, enter a whole number. The timer starts only when the prompt is completely finished. However, the system has a built-in limit of two minutes (120 seconds) that includes the duration of the prompt. If this limit is reached during an action, any active prompts are aborted and the OnError branch is taken. For this reason, you should know the duration of your prompts and set a value for this field that ensures the action is active for less than two minutes.
Result Var Name	Determines the name of the variable that holds the recognized result of the contact's spoken or manually entered input. For example, if the prompt asked the contact to say or enter their date of birth, the result would be stored in the variable defined by this property. The default value is the name of the action + "Result" (for example, ASRDIGITSResult). If the contact provides spoken input and the ASR engine fails to find a match, this variable is not populated. Note that if the action has an OnDTMF branch, you must use a Capture action to pull a variable value out of the buffer (DTMF values are automatically stored in a buffer).
Confidence Var Name	Determines the name of the variable that holds the confidence percentage returned by the ASR engine. The default value is ASRConf.
Detect DTMF	Allows you to configure an IVR script to handle both spoken and manually-entered DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input. If the value is True or Yes, both voice and DTMF input is accepted. If the contact presses a DTMF digit, the script immediately stops any in-progress prompt sequence and takes the OnDTMF branch. No spoken utterances are considered for the duration of the action. If the value is False or No, DTMF input is not recognized even if the contact presses a key. Although any DTMF digits pressed during the action are saved in the DTMF buffer, the action takes the NoConfidence branch. In Value Mode: Click to Yes to enable DTMF detection. In Expression Mode: Enter True to enable DTMF detection.
Clear Digits	When a contact presses a key on their telephone keypad, the generated DTMF tone is stored in a buffer. When Clear Digits is set to Yes or True, that buffer is cleared at the beginning of this action. If set to False and DTMF tones are carried over to this action in the buffer, the DTMF tones are detected immediately. The action then invokes the OnDigit or OnDTMF branch, even if the key press was associated with an earlier action. Yes/True is the default value. In Value Mode:Click to No to enable. In Expression Mode:Enter False to enable.
Content Type	Specifies how the ASR engine should identify utterances provided by callers during this action. The ASR engine compares the caller's utterance to the values in the specified content type. If a match is detected, the engine returns the match and a percentage value indicating its confidence in the accuracy of the match. Choose one of the following from the drop-down: Phrase List or Grammar File. The default value is Phrase List .
Phrase List	Allows you to build a phrase list for the action. Click the ellipsis and type each phrase on a separate line in the String Editor window.
Grammar File	Allows you to provide the path to the grammar file Encoded file containing a set of phrases a caller might say in response to an IVR prompt. specified in the ContentType property. Grammar files must be properly formatted and stored in your platform files. You can create custom grammar files using Studio actions or third-party tools.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
HighConfidence	Path taken if confidence levels are above the value set in the High Confidence property field.
MedConfidence	Branch taken if the recognition percentage returned by the ASR engine is between the HighConfidence value and the MinConfidence value. This branch is often used to allow a caller to confirm the information provided using an ASRYESNO action.
NoConfidence	Path taken if the recognition percentage returned by the ASR engine is less than the MinConfidence value.
Timeout	Path taken if there is no response for the number of seconds specified.
Error	Path taken when there is an unexpected problem (for example, poor connectivity, syntax errors, and so forth). The _ERR variable should be populated with a condensed explanation of the problem.
DTMF	Path taken if the DetectDTMF property is set to TRUE and DTMF digits are present in the buffer.

Tips & Tricks

You can pass the languageLocale variable from the Voiceparams action, which sets the language that the action will detect.
See the ASR overview for more information.
DTMF tones are stored in a buffer. If the action contains an OnDTMF or OnDigits branch, the DTMF value must be pulled out of the buffer with a Capture action.
If you want to capture multiple DTMF presses, the action immediately takes the OnDTMF branch when the first DTMF is pressed (including * and #). In this instance, you must capture multiple presses with a Capture action.
If there are any DMTF present in the buffer and ClearDigits is not set to True, the OnDTMF branch would immediately be taken and require a Capture action.