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Taalk Magic Triggers

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Each Taalk Magic is associated with an action, defined in what appears to be a configuration for an AI-driven interaction system:

  1. Start Survey:

    • Triggers survey mode when phrases similar to "you need to continue with your question" or "we continue asking you questions" are detected.
    • Example matches include: "Do you want to continue with your question?", "Should we keep asking you something?"

  2. Send SMS:

    • Activates a function to send a text message when phrases like "send you a link" or "texted you a number" are mentioned.
    • Matches text implying that a link or contact information is being sent via SMS.

  3. Redirect Call:

    • Engages a function to redirect the call, typically to another agent or department, when phrases like "redirect the call", "connect you with someone", or "transfer you now" are found.
    • Variations include proactive statements by the AI like "Let me connect you" or simply detecting a request like "can you transfer the call?"

  4. Hang Up:

    • Triggers a hang-up action when phrases that typically end a conversation like "goodbye", "have a nice day", or "see you" are detected.
    • This is intended to recognize polite closures of a conversation, prompting the AI to end the call.

Each regex pattern and associated function suggests a robust framework aimed at automating and facilitating various call center tasks, enhancing both customer service efficiency and user experience. These functions help the AI interpret user input and respond appropriately, maintaining a smooth and context-aware dialogue flow.

For precision controls, here is a series of regular expression patterns for detecting phrases related to call redirection or transferring within a conversational AI application. These patterns trigger specific actions, managed by associated factory functions, presumably to handle the redirection process within the AI's workflow. Here's a breakdown of each pattern's purpose and functionality:

  1. Pattern 1: General Survey Initiation

    pattern: /(?:you\s+(\w+\s+){1,3}to|you\s+(\w+\s+){1}with|we) (?:continue|continuing)\s+(\w+\s+){1,3}question/i,
    • Description: Captures phrases where the user expresses an intention to continue or start responding to a question.
    • Action: Invokes Survey Mode, which likely prepares the AI to enter or resume survey mode.

  2. Pattern 2: Direct Survey Start

    pattern: /get started\s+(\w+\s+){1,3}question/i,
    • Description: Detects direct commands to begin answering survey questions.
    • Action: Triggers Survey Mode, initiating the survey interaction process.
      These patterns ensure that the AI system can accurately recognize cues from the user to start or continue a survey, facilitating an interactive and user-driven survey experience. By configuring these regex patterns, the AI is better equipped to transition smoothly into survey mode, enhancing user engagement and data collection efficiency.

  3. Pattern 3: General Call Transfer Detection

    pattern: /(?:redirect|transferr?)(?:ing)? the call.*[\.!]$/i,
    • Description: Matches phrases that end with a statement about redirecting or transferring the call.
    • Action: Calls transfer function, which likely handles the redirection process.

  4. Pattern 5: Transfer Exclusion Based on Context

    pattern: /^(?!before\s+)(?:[\w\s])*(?:redirect|connect|transferr?)(?:ing)? you (?:to|with) [^\.?!]+[.!]/i,
    • Description: Matches redirection phrases not preceded by "before," and directs the interaction involving connecting or transferring the user, but excludes certain scenarios to prevent misfires.
    • Action: Utilizes Transfer` function, indicating this might be a placeholder for scenarios where the AI should not initiate a redirect despite recognizing a command (e.g., when repeating or confirming the user's request).

  5. Pattern 6: Immediate Transfer Command

    pattern: /(?:redirect|connect|transferr?)(?:ing)? you (:?now )?(?:to|with) [^\.?!]+[.!]/i,
    • Description: Detects commands that direct an immediate redirection or connection, with optional emphasis on immediacy (now).
    • Action: Triggers Transfer to execute the redirection.

  6. Pattern 7: Polite or Formal Redirection Command

    pattern: /(?:Let me |I (?:am|will) |I['’](?:m|ll) )(?:redirect|connect|transferr?)(?:ing)? (?:you|the call) (?:to|with|now)/,
    • Description: Captures more formal or polite intentions to redirect or transfer, using various introductory phrases.
    • Action: Executes Transfer, managing the polite transfer of the call.

  7. Pattern 8: Hold and Connect/Transfer

    pattern: /(?:hold on ).+(?:connect(?:ing)? you with |transferr?(?:ing)? you to )/,
    • Description: Recognizes instructions where the speaker asks to hold on as they prepare to connect or transfer the call.
    • Action: Engages Transfer to handle the transition during a hold.

Each of these patterns serves a specific purpose within the AI's interaction model, helping to accurately detect user intent regarding call redirection and execute the appropriate backend functions seamlessly. If you need further customization or explanation of how these patterns function within your system, feel free to ask [email protected]!

Updated 4 months ago