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74 lines
2.8 KiB
Python
74 lines
2.8 KiB
Python
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"""Topic: handle noisy audio, bad transcripts, and silence gracefully."""
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from __future__ import annotations
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from api.services.voice_prompting_guide._base import (
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AuditCheck,
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Stage,
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StageLens,
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VoicePromptingTopic,
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)
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TOPIC = VoicePromptingTopic(
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id="speech_handling",
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title="Handle noisy audio and bad transcripts without guessing",
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severity="medium",
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applies_to_node_types=("globalNode",),
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stages={
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Stage.create: StageLens(
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relevant=True,
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lens=(
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"Tell the global prompt that audio is noisy and transcripts may be "
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"wrong. When a response doesn't make coherent sense, the agent "
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"should ask the caller to repeat rather than guess."
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),
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),
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Stage.review: StageLens(
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relevant=True,
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lens=(
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"Confirm the prompt acknowledges noisy transcripts and gives a "
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"recovery move ('Sorry, can you repeat that?'). Agents that guess at "
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"garbled input compound the error."
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),
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),
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},
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content="""\
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Voice transcripts are noisy. Transcripts arrive partially wrong, callers talk
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over the agent, lines drop, and accents confuse the STT — and you can't ask the
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caller to "scroll up". The prompt has to handle this without breaking flow.
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Put in the global prompt:
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- Tell the model the audio can be noisy and the transcript may contain errors.
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- When the user's response doesn't make coherent sense — likely a transcript
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error — the agent should say something like "Sorry, can you repeat that?" or
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"The line's a bit patchy, I didn't catch you" rather than guessing at what
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was said.
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This is the input-side complement to reading back critical information: speech
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handling covers what to do when you didn't catch something; readback covers
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confirming the things you did catch but can't afford to get wrong.
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Examples:
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- Good: "Audio may be noisy and transcripts imperfect. If a reply doesn't make
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sense, ask the caller to repeat instead of assuming."
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- Bad: Agent receives a garbled order ID and proceeds to a tool call with its
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best guess, producing a wrong-order lookup.
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""",
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audit_checks=(
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AuditCheck(
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id="handles_unclear_input",
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judge_question=(
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"Does the prompt tell the agent what to do when the caller's input "
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"is unclear or incoherent — ask them to repeat — rather than "
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"guessing at the meaning?"
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),
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expected="yes",
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quote=(
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"No recovery for unclear input — tell the agent to ask the caller to "
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"repeat instead of guessing at a bad transcript."
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),
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),
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),
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cross_refs=("readback_and_extraction", "language_and_format"),
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)
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