Decoding Dialogflow Enabling Voice

What’s NextThe next article in this series will appear in early October, with a focus on integrating Dialogflow with back-end systems.Tags:News & ViewsDecoding DialogflowGoogle CCAIContact Center & Customer ExperienceAI & AutomationAI & Speech TechnologiesAnalyst InsightDigital TransformationNews & Views Articles You Might Like Voice-enabled bots are revolutionizing the market for interactive voice response (IVR) systems. When compared to a traditional DTMF interface, voice can be a highly effective user interface replacement; plus, it becomes a shortcut to quickly get customers to the information they really want. Traditional IVR’s demise is destined to be slow, but it will be sure and steady. Google Dialogflow_Voice-774.jpg What’s Trending in CX Today Blair Pleasant September 17, 2019 Organizations that truly care about customer service start with a understanding of what digital consumers really want. Three ways to get voice into Dialogflow: 1) CCAI partners, 2) custom programming, 3) the Dialogflow Phone Gateway. 3. Developing the integration yourself — this is the other case we reference above; it requires a lot of heavy lifting in order to get voice into Dialogflow. You might choose to integrate voice with Dialogflow and Knowledge Connector this way if you have an application for which the features of CCAI and/or the other integrated capabilities in the contact center aren’t required. In the batch method, the transmission to Dialogflow happens only after a user completes an entire phrase. Dialogflow then processes that batch of audio and returns a response. For real-time conversations and interactions, like those in a contact center with a live customer calling in, the streaming voice method is a better option. How to Plan a Smooth Contact Center Cloud Migration Elizabeth Magill September 24, 2019 A strategic migration plan must answer three important questions. gRPC: The Voice Interface into DialogflowRegardless of whether you use a CCAI partner’s implementation or program a voice connection into Dialogflow yourself, the connection must use the Google Remote Procedure Call protocol, gRPC. The CCAI partners have programmed this voice connectivity for you; you’ll have to do it yourself if you build your own code. 2. Using a CCAI partner — this is the case we reference above in which the contact center provider does the integration with Google and provides a relatively easy interface for connecting voice calls into the contact center to Dialogflow and Agent Assist. In this article, the seventh in a series, I’ll examine how to integrate voice with Google using Dialogflow and Contact Center AI (CCAI) for customer service interactions. Log in or register to post comments OPUSSpeex WidebandFLAC Language support for Dialogflow speech and text capabilities The difference between them is that the streaming method sends voice information continuously to Dialogflow, reducing the latency between what a user says and the responses/fulfillments provided by Dialogflow. When using the streaming model, Dialogflow is continuously processing the audio input, making intent detection and entity recognition much faster than when using batch processing. Languages Dialogflow SupportsDialogflow supports 32 languages or language dialects for speech-to-text; most, but not all of these also can be used for providing responses using text-to-speech. The telephony gateway and knowledge connectors (which sort of translates to CCAI’s Agent Assist) are only available in English dialects at present, while sentiment analysis is available in a handful of different languages. CCAI and Dialogflow: Not One and the SameFirst, you must remember that CCAI and Dialogflow aren’t the same. CCAI is a wrapper around Dialogflow and other Google AI capabilities. While CCAI uses Dialogflow, it has a special set of APIs that provide capabilities available only to CCAI partners and their customers. In other words, Dialogflow alone doesn’t offer these capabilities through its APIs. CCAI also provides “call state,” which Dialogflow doesn’t have on its own. Call state enables some very useful functionality: Why didn’t Google just use SIP, which is the favorite protocol in our industry? Well, gRPC does a lot more than transport voice. It lets client applications call methods or functions on remote servers as if they were local. Google uses gRPC extensively to enable its distributed applications and services. Cisco Touts Webex Contact Center-Calling Integration Beth Schultz September 23, 2019 Company talks up other enhancements to cloud platform, as contact center partners make service news of their own. We’re just a few years into a new era in which generic, speaker-independent speech-to-text solutions have become very, very good, with word error rates under 5%. This is as good as most humans understand speech and has significant implications for how we will interface with our devices and with our customer support systems. CCAI eases the use of Google’s capabilities for natural language processing, sentiment analysis, agent assist, and conversation topic modeler. You can do most of this on your own, but that effort would require a lot of custom code, and you don’t get state information as part of the call. If you plan to interface voice with CCAI/Dialogflow, be aware that Dialogflow’s speech-to-text engine supports only the six audio compression protocols (codecs) listed below. You’ll want to make sure that the voice interface you present to your customers uses one of these codecs natively. This is necessary to avoid transcoding between codecs, because transcoding leads to voice quality losses and reduced performance in the speech-to-text engine. See All in Contact Center & Customer Experience » DialogflowVoice.png CCAI-Management-Wrapper.png When using gRPC, you’ll need to encode your compressed voice packets into Base64 format for transmission to Google’s back end. The Google cloud will decode the Base64 packets and decompress the audio. Likewise, the text-to-speech audio stream from Google back to your application will arrive in an object that uses Base64 encoding. You’ll need to decode the Base64 returned audio into the normal SIP or WebRTC packet type your application is using, and then transmit it to the user’s device for decompressing and listening to the response.Streaming Voice vs. Batch VoiceDialogflow can accept voice either in a continuous stream or as a single batch. If you’re using a CCAI partner to interface voice with Dialogflow, you’ll want to make sure the partner has implemented the streaming audio model. In SummaryGetting voice into Dialogflow has two easy methods and one hard one. The CCAI partner method or the Dialogflow Phone Gateway are the easy ways, or you can custom program your own voice integration.Using CCAI is the only method that provides call state while interacting with Dialogflow, and it has the benefits of barge-in and live agent transfer.Google Cloud Speech-to-Text is available in 32 languages/dialects while Text-to-Speech is available in 28.Google’s speech-to-text engine only supports six audio codecs, so make sure your voice application uses one of these. GoogleLanguagesupport.JPG Relying on a CCAI partner ensures that all the integration a contact center needs with Google’s CCAI components — Virtual Agent, Agent Assist, Sentiment Analysis, and Conversation Topic Modeler — are functional and ready to go without any additional low-level programming required by the contact center owner. 1. The Google Dialogflow Phone Gateway — Google has created a “beta” version of a phone gateway that provides a simple way to telephony-enable a Dialogflow bot for testing, and offers 30 days of free usage for this purpose. After going through the simple steps of getting a phone number from Google, you can voice-enable a bot in just minutes — Google has done the work of integrating this gateway with Dialogflow so that you don’t have to. Google doesn’t recommend using the phone gateway for large production systems because it limits the number of phone numbers you can subscribe and pay for to 60. Connecting Voice from Mobile Apps and Websites to DialogflowIf you want to build an app on a mobile device or a website that integrates with Dialogflow, you can use either the CCAI method wherein the contact center partner acts as a voice aggregator, or you can build a custom voice interface. If you’re going to run these apps through your contact center, then the contact center provider will provide some type of an API that will allow your app to connect to the contact center via voice. Barge-In— In a Dialogflow voice interaction, you can’t “barge in,” meaning that Dialogflow must finish its work and provide some type of response in its entirety before another action can occur. For example, if the customer’s intent was an inquiry in which a frequently asked questions database held a response, Dialogflow would proceed to read back the entire FAQ entry associated with the query, even if it missed the mark and the user wanted to move on. There’s no way to interrupt Dialogflow directly. On the other hand, CCAI has a barge-in capability that allows customers to interrupt Dialogflow with another query. The bot will listen for a new and different intent within the query.Agent Handoff — The CCAI API has a built-in agent handoff capability so that if the user ever needs to go to a live agent, the system immediately returns processing control to the contact center for routing to an agent. All bot interaction data transfers to the agent, as well. While this capability isn’t available in Dialogflow, it can sort of be replicated, but with some significant programming. Avaya Mobile Experience Delivers Cost Savings, Innovation Sheila McGee-Smith September 10, 2019 One early customer tells of reducing spend on “800” services by 40% annually, among other benefits. Why You Need to Care About CX of Connected Consumers Blair Pleasant September 30, 2019 Today, enterprises are distinguishing themselves with personal, robust customer experiences. But can it be too much? G.711 PCMULinear PCMAMR/AMR-WB If you’re building the app from scratch, then you’ll need to figure out how to transport the voice using some protocol like SIP or WebRTC to your back end for processing. And, you’ll want to be sure that you use one of the audio codecs Google supports. Your backend processing application will need to convert the voice packets to the gRPC format before sending the stream to Google for processing. Three Ways for Connecting VoiceIn the discussion above, we referenced only two ways for connecting voice into Dialogflow. It turns out that there are really three ways to do this: read more

Recent initiatives important milestones towards greater peace in Mali say UN regional

Rwandan Peacekeepers from the UN Multidimensional Integrated Stabilization Mission in Mali (MINUSMA) patrol the streets of Gao, in northern Mali. UN Photo/Marco Dormino The UN, the African Union (AU), the Economic Community of West African States (ECOWAS), and the European Union (EU) – in their capacity as members of the Mediation Team supporting the implementation of the Agreement on Peace and Reconciliation in Mali resulting from the Algiers Process – also welcomed the successful conduct by the parties of the first mixed patrol in Gao on 23 February, within the framework of the Operational Coordination Mechanism, and called on them to extend the patrols in Kidal and Timbuktu without delay. “[These] initiatives represent important milestones towards the successful implementation of the Agreement and towards greater peace and stability and the return of state services,” read a joint declaration issued by the four organizations.Noting the important steps still to be taken, the organizations further invited parties to the Agreement to continue to honour the commitments made, in particular at the high-level meeting of the Agreement Monitoring Committee held in the capital, Bamako, last month, as well as to implement all the provisions of the Agreement for the interim period so as to support in a consensual manner the ongoing State reform and the new political and security architecture. SEE ALSO: UN News focus page on Mali“In that regard, [we] call on the parties to establish without delay the National Commission for Disarmament, Demobilization and Reinsertion, the Integration Commission, and the National Council for Security Sector Reform which are key to advancing the peace process,” added the joint declaration. Also in the declaration, the organizations also welcomed the establishment of a consultative framework involving all parties as well as the international Mediation Team, as well as commended progress towards preparing for a national conference, the Conférence d’entente nationale and called for broad and inclusive participation for its preparation and organization. The organizations, however, noted concern at the recent increase in attacks and clashes, particularly in north and central regions of Mali, such as those in Boulkessi, in Timbuktu as well as terrorist attacks in border areas in Burkina Faso and Niger, and underlined the need to bring the perpetrators to justice. They also called on the parties to the Agreement to work closely together to improve intercommunal relations, share information about security threats, and take concrete steps to prevent and counter violent extremism and terrorism and spill-over into the region. “In this regard, [we] welcome the initiative of the G5 Sahel Member States to more effectively fight violent extremism in support of the Malian parties,” said the parties.They also reiterated their commitment to support, in coordination with the lead and the other members of the Mediation Team, the implementation of the Agreement as well as their determination “to counter those who take actions to obstruct or threaten the implementation of the Agreement.” read more

The ONEPROD line of integrated condition monitoring tools

first_imgAfter a successful launch of the ONEPROD HAWK, VibrAlign introduces the entire ONEPROD line of integrated condition monitoring tools. ONEPROD brand tools include the HAWK, FALCON, EAGLE, and MVX, all integrated seamlessly by the ONEPROD NEST software platform.VibrAlign is the exclusive US distributor of Fixturlaser brand alignment products. The ONEPROD line of integrated condition monitoring products has been developed by VibrAlign’s (and Fixturlaser’s) new parent company, ACOEM. The ONEPROD brand, which includes the HAWK, FALCON, EAGLE, MVX, and NEST, is designed both to fill gaps in a facility’s already existing predictive maintenance program and to serve as an all-in-one solution for facilities that are looking to start a program.ONEPROD brand condition monitoring systems are used today by hundreds of industrial facilities in Europe, where the brand began more than 30 years ago serving the largest nuclear power company in the world. The rigorous standards of the nuclear power industry continue to drive the ONEPROD attention to quality, reliability and innovation.The ONEPROD line features two portable tools, HAWK and FALCON, and two online systems, EAGLE and MVX. All four are supported and connected by the NEST software platform, which serves as an analysis and reporting interface as well as a database for measurement data. The NEST can be deployed either as a cloud-based app, installed to a server, or loaded onto a single computer.Each ONEPROD tool is designed to fill a specific niche or gap in an overall predictive maintenance plan-of-attack. The HAWK takes the mystique out of vibration analysis by performing complex analysis algorithms in seconds to quickly deliver machine health diagnoses, all while the user is standing next to the machine. The FALCON, with its built in stroboscope, camera, and pyrometer, is an all-in-one portable toolbox for performing route-based vibration analysis. The EAGLE is a wireless online vibration and temperature monitoring system that can monitor machines in confined or hard to reach spaces remotely. The mighty MVX is a powerful and intelligent multi-channel data analyser that gathers multiple data-types, including vibration, IEPE, and voltage, continuously in real-time. The NEST software allows each of these tools to communicate and share data with each other, creating an airtight, fully integrated condition monitoring program.According to VibrAlign CEO David Zdrojewski, “The ONEPROD brand [will provide] head-to-tail integration as well as a high level of flexibility that leaves no blind spots. This flexibility allows customers to purchase a single ONEPROD tool today to meet current needs, but always have the option to expand their ONEPROD toolset later. Each ONEPROD tool can function separately or as part of a greater ONEPROD predictive maintenance program.”last_img read more