<translate>= Play-Listen =
The Play-Listen scenario block is a key part of Bright Pattern's conversational IVR. The block plays a prompt and listens for the customer's phrase or DTMF. If either is detected, the prompt stops playing and one of the following happens:
- If a DTMF key is detected, the DTMF key exit is taken, leaving the key in the buffer for subsequent DTMF blocks.
- If there is no change in voice detection, the block will timeout and take the Silence/Timeout exit.
- If a vocal change is detected, voice data is fed into the selected transcriber until the voice changes back to a lower level. The transcription result is then saved into the specified variable and the block takes normal exit.
For scenarios in which input from the caller is expected in response to a prompt, use the Menu block.
Prompts
With the Play-Listen block, Prompt to play is the prompt that the scenario will play to the caller.
- Click select to select (or create) the prompt that this block will play. Prompts already defined for this scenario will appear in a new dialog window.
- Select the desired prompt and click Select.
- To create a new prompt, click the Add new button.
Settings
.png)
Transcriber
The transcriber is the Speech-to-Text (STT) engine that takes the vocal energy and converts it to text, thus producing a text transcription of whatever was spoken.
Select the STT integration account that has been enabled for your contact center.
Phrase
In this field, enter the variable that receives the phrase (e.g., "user_phrase" or "bot_phrase"). The phrase is set using the Set Variable block.
Confidence
In this field, enter the variable that receives the confidence value.
Confidence indicates the speech-to-text service's confidence in its identification of the speakers and the words that are spoken. Confidence is provided as a numeric value. If confidence is low, the scenario can escalate the call to a real agent.
Max timeout
The default value is 10 seconds.
</translate>