Skip to content

Commit

Permalink
Update README.md
Browse files Browse the repository at this point in the history 
Content previously at cognitivevoice.io/docs is now here.
  • Loading branch information
@joern19
joern19 committed Mar 12, 2024
1 parent 34cb330 commit 36f8d9b
Showing 1 changed file with 238 additions and 12 deletions.
250 changes: 238 additions & 12 deletions README.md
View file
Original file line number Diff line number Diff line change
Expand Up @@ -4,19 +4,24 @@ Rasa is the leading open-source conversational AI platform that enables both ind

Rasa is used by millions of developers and small teams to program enterprise conversational AI applications.

Rasa is available in two editions: *Rasa Open Source* (free) and *Rasa Enterprise* (commercial). Both editions can be used to build voicebots with CVG.

[VIER Cognitive Voice Gateway (CVG)](https://cognitivevoice.io/docs) enables access to telephony, speech-to-text (STT), text-to-speech (TTS) and contact center integration for chatbots built with Rasa. I.e. CVG makes your chatbot to a voicebot handling phone calls.

### Installing VIER CVG Channel in Rasa
To build voice bots using Rasa and CVG, you need an account in CVG and a Rasa installation.

### Installing Rasa

To build voicebots using Rasa and CVG use our VIER CVG channel provided in this package. It needs to be installed as part of your Rasa installation.
Rasa can be hosted anywhere: in the cloud, On-Prem or in any data center. Migrations between hosting solutions can be performed at any stage.

#### Installing Rasa
Many organizations developing chatbots and voicebots with Rasa start with Rasa Open Source On-Prem. An [installation guide](https://rasa.com/docs/rasa/installation/installing-rasa-open-source) is provided by Rasa. Rasa also provides a Playground that can be used to develop bots without requiring an On-Prem installation.

If you do not have installed Rasa yet, follow the [installation guide](https://rasa.com/docs/rasa/installation/installing-rasa-open-source) as provided by Rasa.
To install Rasa Enterprise, use the [installation guide](https://rasa.com/docs/rasa-enterprise/installation-and-setup/installation-guide) provided by Rasa.

#### Installing VIER CVG Channel for Rasa
### Installing VIER CVG Channel for Rasa

The VIER CVG channel in Rasa implements all the CVG APIs relevant for bots to provide CVGs full power to you as a Rasa developer.
The Rasa integration with CVG is done with a new channel for Rasa provided in this repo.
It implements all the CVG APIs relevant for bots to provide CVGs full power to you as a Rasa developer.

The easiest way to install this package is through PyPI.

Expand All @@ -32,14 +37,22 @@ If you are using Rasa on Docker and you don't want to build a derived image, you
./rasa_vier_cvg:/opt/venv/lib/python3.10/site-packages/rasa_vier_cvg
```

### Configure Rasa
### Configure your Rasa Bot

Add the following content to `credentials.yml`:

```
rasa_vier_cvg.CVGInput:
token: "CHOOSE_YOUR_TOKEN"
blocking_endpoints: false
```
You can generate the token yourself. For example with any password generator.

This channel will be used for communication with CVG.
The Bot token is required so that Rasa can verify that CVG is communicating with your Rasa Bot.

The optional `blocking_endpoints` option allows to disable blocking CVG's request while processing the user message.
For compatibility reasons this option defaults to `true`, but we recommend setting it to `false`.

### Configuring CVG

Expand All @@ -53,12 +66,225 @@ To configure the connection between your Rasa bot and [CVG](https://cognitivevoi

### Using the VIER CVG Channel in Rasa

The following APIs are part of the outgoing channel (from a bot perspective): [Call API](https://cognitivevoice.io/specs/?urls.primaryName=Call%20API), [Dialog API](https://cognitivevoice.io/specs/?urls.primaryName=Dialog%20API), [Assist API](https://cognitivevoice.io/specs/?urls.primaryName=Assist%20API), [Health API](https://cognitivevoice.io/specs/?urls.primaryName=Health%20API), [Recording API](https://cognitivevoice.io/specs/?urls.primaryName=Recording%20API).
#### Recieving Messages from CVG (Events)

Every message and intent sent by CVG will have a metadata-field called `cvg_body`. This field will always contain the JSON sent by CVG to the Rasa channel.
In the following sections, the term "metadata" will refer to this `cvg_body` field.

Normal spoken inputs from the user as well as DTMF inputs will be transmitted as text inputs to Rasa. All other CVG events will trigger specific intents as described below.
All messages and intents will have CVG's dialog ID as the `sender_id` field.

Text inputs follow [this specification](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/message). An example for the text input metadata would be:

```json
{
"dialogId": "09e59647-5c77-4c02-a1c5-7fb2b47060f1",
"projectContext": {
"projectToken": "d30b1c38-b2fd-39c8-bec2-b268871338b0",
"resellerToken": "ed4aff6d-c6f8-4ac9-ab67-d072ef45d9a0"
},
"timestamp": 1535546718115,
"type": "SPEECH",
"text": "Hello!",
"confidence": 100,
"vendor": "GOOGLE",
"language": "en-US",
"callback": "https://cognitivevoice.io/v1"
}
```

Voice and DTMF inputs can be differentiated using the `type` field, which would be `SPEECH` for voice and `DTMF` for DTMF tones.


Here is a list of the intents triggered by CVG for certain events:

* `cvg_session`: This intent is triggered once (after a new call has been established) before anything else to allow the bot to respond e.g. with a greeting. Metadata is defined by [this specification](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/session)
* `cvg_terminated`: This intent is triggered once the conversation has been terminated by the user. Metadata is specified [here](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/terminated).
* `cvg_inactivity`: This intent is triggered once the inactivity timeout has been triggered due to a lack of user input. Metadata is specified [here](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/inactivity).
* `cvg_recording`: This intent is triggered once the recording status changes. Metadata is specified [here](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/answer).
* `cvg_answer_number`, `cvg_answer_multiplechoice` and `cvg_answer_timeout`: These intents are triggered once a prompt (see next section) of type `Number` or `MultipleChoice` complete are timeout. Metadata is specified [here](/specs/?urls.primaryName=Bot%20API%20%28Client%29#/bot/answer).
* `cvg_outbound_success`: The success result of `forward` or `bridge` (see next section). It signals that the outgoing call has been successfully established. Metadata is specified by the response objects of the matching operations from the [Call API](/specs/?urls.primaryName=Call%20API#/call/forward).
* `cvg_outbound_failure`: The failure result of `forward` or `bridge` (see next section). It signals that the outgoing call could not be established and provides some details as to why. Metadata is specified by the response objects of the matching operations from the [Call API](/specs/?urls.primaryName=Call%20API#/call/forward).
Depending on the exact reason (check out the `OutboundCallFailure` model in the
[API specification](/specs/?urls.primaryName=Call%20API) for all possible reasons) there might not
be a `ringStartTimestamp` and the `ringTime` could be zero.


#### Sending Messages to CVG (Commands)

The output channel for CVG supports `text_message`s and `custom_json`.

Text messages will be translated into [Say](/specs/?urls.primaryName=Call%20API#/call/say)-commands.

Every other command supported by the channel must be triggered by using custom JSON. The key for the custom JSON messages is an encoding of CVG's API endpoints and follows this schema:

```
cvg_<path with underscores instead of slashes>
```

So for example in order to use the [/call/play](/specs/?urls.primaryName=Call%20API#/call/play) endpoint you would use `cvg_call_play` as the key, for [/call/transcription/switch](/specs/?urls.primaryName=Call%20API#/call/switchTranscription) it would be `cvg_call_transcription_switch` and so on.

The JSON values will be used as-is as the request-body for the API call, so refer to the API documentations, most commonly the [Call API](/specs/?urls.primaryName=Call%20API) for specifics.
The only exception to this is, that the dialog ID (`sender_id`) which is automatically injected into the payloads as necessary.

Currently all operation documented in the [Call API](/specs/?urls.primaryName=Call%20API) as well as dialog_delete and dialog_data are implemented.

In case you want to call an API endpoint which is a bit more complex like `/call/forward` or something that is currently not implemented in this channel, you can use simply make the request manually using python.

#### Build a Rasa Bot (Example)

After setting up your Rasa Installation and configuring the CVG Project, let's create a simple Rasa Bot together.
Create a new folder and generate the default bot:
```
rasa init
```
The bot is ready to be tested. Make sure you expose it in a way CVG can reach it, and configure the CVG channel.

You can start the Rasa bot using `rasa run`. Make sure, you run `rasa train` after modifying the bot.

Please paste the following intents into your `domain.yml`. See below, on how the intent section should look like. They are explained [above](#communication), but don't worry about that yet.
```
intents:
- greet
- goodbye
- affirm
- deny
- mood_great
- mood_unhappy
- bot_challenge
- cvg_outbound_success
- cvg_outbound_failure
- cvg_session
- cvg_answer_multiplechoice # you can remove cvg_answer_*, if you don't use the /call/prompt feature.
- cvg_answer_number
- cvg_answer_timeout
- cvg_message
- cvg_inactivity
- cvg_terminated
- cvg_recording
```


To end the call / hang up after it said "Bye", you can modify the `utter_goodbye` message in the `domain.yml` like this:
```
utter_goodbye:
- text: "Bye"
custom:
cvg_call_drop:
```

To forward the caller to an agent, you can modify `utter_iamabot` like this:
```
utter_iamabot:
- text: "I am a bot, powered by Rasa. But I will gladly forward you to a human."
custom:
cvg_call_forward:
destinationNumber: "+4969907362380"
```


#### Use an action, to extract information from cvg

Please reference the Rasa documentation, on how to create and call a custom action.
This example will use the default Rasa action server, which you can start with `rasa run actions`

```
class ActionPrintCvgBody(Action):
def name(self) -> Text:
return "action_print_cvg_body" # The action name which you can use in your domain.yml
def run(self, dispatcher: CollectingDispatcher, tracker: Tracker, domain: Dict[Text, Any]) -> List[Dict[Text, Any]]:
try:
cvg_body = None
for e in tracker.events[::-1]: # The loop will find the last message from the user
if e["event"] == "user":
cvg_body = e["metadata"]["cvg_body"]
break
print("Found cvg_body: ", cvg_body) # After we found the last message from the user and stored the CVG response body in cvg_body, we can print it
except KeyError as e:
print("Failed to read cvg_body: ", e) # The last user message did not contain the cvg_body.
# Note: The cvg_body is added by the CVG channel and won't be available if you use a different channel
finally:
return []
```


#### Now that we can send requests to CVG, let's receive them
You may already notice that the bot immediately says something after calling. That is because we haven't told Rasa yet how to handle the `cvg_session` intent.
That intent is triggered when [/session](https://stage.cognitivevoice.io/specs/?urls.primaryName=Bot%20API%20(Client)#/bot/session) in the [Bot API](https://stage.cognitivevoice.io/specs/?urls.primaryName=Bot%20API%20(Client)) is called.

In your `stories.yml` replace the intent `greet` with `cvg_session`:
```diff
steps:
- - intent: greet
+ - or:
+ - intent: greet
+ - intent: cvg_session
```
Make sure to do that with all 3 stories and run `rasa train` before starting the Rasa bot.

To extract more information from the message inside an action, please read about [Events](#from-cvg-to-rasa-events) above.

The intents `cvg_outbound_success` and `cvg_outbound_failure` are relevant if you want to forward or bridge a call.
You could do something like this in your `domain.yml`:
```
utter_outbound_failure:
- text: "Unfortunatly, the outbound call failed."
```
and in your `rules.yml`:
```
- rule: Handle outbound call failure
steps:
- intent: cvg_outbound_failure
- action: utter_outbound_failure
```

This will inform the user about outbound call failures.
To handle the `cvg_outbound_success` intent, you can create an action, but we cannot say something to a call that has already been forwarded.

#### Prompt
If you want to use the `/call/prompt` feature to prompt for a number, you can create the prompt and responses in your `domain.yml`:
```
utter_prompt:
- custom:
cvg_call_prompt:
text: Please provide 3 Numbers
timeout: 10000
type:
name: Number
maxDigits: 3
submitInputs:
- DTMF_#
utter_prompt_answer_number:
- text: "You can access the result of the prompt inside a custom action."
utter_prompt_timeout:
- text: "You did not provide an answer, the prompt timed out"
```
For how the write such an action, see [below](#use-an-action-to-extract-information-from-cvg).

And add the following rules inside your `data/rules.yml`:
```
- rule: Handle prompt timeout
steps:
- intent: cvg_answer_timeout
- action: utter_prompt_timeout
- rule: Handle prompt answer
steps:
- intent: cvg_answer_number
- action: utter_prompt_answer_number
```

The [Bot API](https://cognitivevoice.io/specs/?urls.primaryName=Bot%20API%20(Client)) is part the incoming channel (from a bot perspective).

### More Information
### Demo Voicebot built with Rasa and CVG

See and try our [little sample voicebot](https://github.com/VIER-CognitiveVoice/rasa-meter-reading-bot) built with CVG and Rasa to go into more details.
We provide a demo voicebot built with Rasa and CVG on [GitHub](https://github.com/VIER-CognitiveVoice/rasa-meter-reading-bot/). We also run this voicebot, so you can simply get a first impression. For more information, visit our [GitHub project](https://github.com/VIER-CognitiveVoice/rasa-meter-reading-bot/).

Find more information on our Rasa integration and how to build voicebots with Rasa and CVG in our [docs](https://cognitivevoice.io/docs/conversational-ai/conversational-ai-rasa.html).
### Some details about the structure of this channel
- When CVG sends an event to Rasa, this channel will generate the intent (as specified [above](#from-rasa-to-cvg-commands))
- The intent's metadata will contain the body sent by CVG as specified in the [Bot API](https://stage.cognitivevoice.io/specs/?urls.primaryName=Bot%20API%20(Client))
- When you utter a text message, or a [Custom Response](https://rasa.com/docs/rasa/responses/#custom-output-payloads), we pass the content of the payload to CVG after adding the `dialog_id`

0 comments on commit 36f8d9b

Please sign in to comment.