alphanumeric inputs in IVR

[garg73]

Hi All,
We are working on a requirement where we would like to use Avaya IVR (Built using AAOD tool) to allow customers to say their passcode (alphanumeric) for account verification. Here is the question -

So passwords like (below) won’t be an issue for Nuance to recognize? Will it know how to decipher these (Exp: Capitolcfm1.. will it think the cx is saying to capitalize CFM? ) Will Nuance ask additional questions if it doesn’t understand?
PW: WLS32168
PW: Captiolcfm1
PW: monkey1
PW: Chady142477

Is it possible to achieve this without NLP? What would be the best approach to achieve this solution.

Here is the existing env details:
AAOD version - 8.1.1
AEP - 7.2.3

Appreciate your help and inputs on this.

Thanks,
Deepak

[wilsonyu]

You can try creating a grammar to recognize all the digits and letters in the OD grammar editor. It will work on Nuance. Or you can use the Nuance NDM (Nuance Dialog Module) package, which offers the alphanumeric grammar out of the box.

[garg73]

Thanks Wilson.

Do you have any sample grammar example which recognize alphanumerics I can import to OD for trial or any of the OD bundled sample applications is having this feature?
Is NDM required licenses or can be available free of cost with trial period?

[wilsonyu]

If you use the OD grammar editor, you just fill in the Column0 with 0-9, a-z for the rows and set the repeat attribute on the column. You should end up with some grammar like this:

<?xml version="1.0" encoding="UTF-8" standalone="no"?>
<grammar xmlns="http://www.w3.org/2001/06/grammar" mode="voice" root="testalpha" tag-format="semantics/1.0-literals" version="1.0" xml:lang="en-us">
<rule id="testalpha" scope="public">
<ruleref uri="#Column0"/>
</rule>
<rule id="Column0" scope="private">
<item>
<item repeat="1-5">
<ruleref uri="#Column0repeat"/>
</item>
</item>
</rule>
<rule id="Column0repeat" scope="private">
<one-of>
<item>1<tag>1</tag></item>
<item>a<tag>a</tag></item>
<item>b<tag>b</tag></item>
</one-of>
</rule>
</grammar>

[garg73]

Do we need to add A-Z in Column0 so that this grammar will work with capital and small character and able to recognize Captiolcfm1. Will it know how to decipher these (Exp: Capitolcfm1.. will it think the cx is saying to capitalize CFM? )

[wilsonyu]

That would be more complicated. You definitely want to look into the NDM module.