Custom Forms

Create a custom form type to use with the Form node.

The custom form type defines the accepted responses to the form as DTMF and grammar values in a datastore.

Prerequisite

Create the datastore with the DTMF and grammar columns. For the grammar component, separate synonymous grammar values with a double pipe || character.

An example illustrates this. The table represents the datastore. For the first option, the caller selects 1 or says the word small. For the second option, the caller selects 2 or says the word medium or regular. For the third option, the caller selects 3 or says the word large.

DTMF

Grammar

1

small

2

medium || regular

3

large

Additionally for the grammar column, ensure the language matches that specified on the Form node. Grammar supports UTF-8.

Name

Give the custom form type a name.

Description

Describe the form type. This is not a required field, but it may help to document what the form type does.

Datastore

Select the datastore with the DTMF and grammar values.

Map DTMF

Select the column in the datastore with the DTMF values.

Map Grammar

Select the column in the datastore with the grammar values.

Advanced ASR Settings

This tab is available when your Studio business model supports Google.

In the Form node, these settings are initially applied and can be further tuned.

Do not tune unless you have a clear understanding of how these settings affect speech recognition. Generally speaking, the default settings are the best. To return a setting to its default value, remove the value from the field and click outside the field.

Timeout Settings

Description

No Input Timeout

Wait time, in milliseconds, from when the prompt finishes to when the system directs the call to the No Input Event Handler as it has been unable to detect the caller’s speech.

Speech Complete Timeout

Speech Incomplete Timeout

Use these settings for responses with an interlude to ensure the system listens until the caller's speech is finished.

Speech Complete Timeout measures wait time, in milliseconds, from when the caller stops talking to when the system initiates an end-of-speech event. It should be longer than the Inter Result Timeout to prevent overlaps. To customize Speech Complete Timeout, disable Single Utterance.

Speech Incomplete Timeout measures wait time, in milliseconds, from when incoherent background noise begins and continues uninterrupted to when the system initiates an end-of-speech event.

Speech Start Timeout

Wait time, in milliseconds, from when the prompt starts to play to when the system begins to listen for caller input. This is similar to the scenario where barge in is enabled.

Inter Result Timeout

Wait time, in milliseconds, from when the caller stops talking to when the system initiates an end-of-speech event as it has been unable to detect interim results.

The typical use case would be for a caller reading out numbers. The caller might pause between the digits.

It is recommended to keep the value shorter than Speech Complete Timeout to avoid overlaps.

Inter Result Timeout does not reset if there is background noise. Speech Complete Timeout does reset if there is background noise. If there is background noise, Inter Result Timeout may be more reliable in determining when the speech is complete.

Disabled when the value is 0. Set from 500ms to 3000ms based on the maximum pause time in the caller response. To customize Inter Result Timeout, disable Single Utterance.

Barge In Sensitivity

Raising the sensitivity requires the caller to speak louder above background noise. Applicable when Barge In is enabled.

Auto Punctuation

Select to add punctuation to the caller's speech.

Profanity Filter

Select to remove profanities from the caller's speech.

Single Utterance

A single utterance is a string of things said without long pauses. A single utterance can be yes or no or a request, like Can I book an appointment?, or I need help with support.

The single utterance setting is selected by default.

Disable Single Utterance to customize Speech Complete Timeout and Inter Result Timeout.

You may decide to disable the single utterance setting if the caller is expected to pause as part of the conversation. For example, the caller may read out a sequence of numbers and pause in appropriate places.