domain.yml

version: "3.1"

intents:
  - affirm
  - deny
  - cvg_session
  - cvg_inactivity
  - cvg_terminated
  - cvg_error
  - greet
  - cvg_outbound_success
  - cvg_outbound_failure

entities:
  - number
  - cvg_body
  - customer_number
  - meter_id
  - meter_reading
  - language

actions:
  - action_cvg_outbound_success
  - action_greet
  - action_are_you_still_there
  - action_detect_language
  - validate_meter_reading_form
  - action_meter_reading_form_submit
  - action_ask_meter_reading_already_set

slots:

  language:
    type: any
    influence_conversation: false
    mappings:
    - type: custom
      action: action_detect_language

  cvg_bot_session_body:
    type: any
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: cvg_body
      intent: cvg_bot_session

  inactivity_counter:
    type: float
    influence_conversation: false
    initial_value: 0
    mappings:
    - type: custom

  customer_number:
    type: any
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: customer_number
      conditions:
      - active_loop: meter_reading_form
        requested_slot: customer_number # TODO: You cannot overwrite customer number. This is a fundamental issue. The meter reading and customer number have the exact same format. A user who forgets the letter in the meter_id OR a misinterpretation would also lead to overwriting the customer number
    - type: from_text
      conditions:
      - active_loop: meter_reading_form
        requested_slot: customer_number

  meter_id:
    type: any
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: meter_id
      conditions:
      - active_loop: meter_reading_form
    - type: from_text
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_id

  meter_reading:
    type: any
    influence_conversation: false
    mappings:
    - type: from_entity
      entity: meter_reading
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading
    - type: from_entity
      entity: number
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading
    - type: from_text
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading

  customer_number_correct:
    type: bool
    initial_value: null
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: meter_reading_form
        requested_slot: customer_number_correct
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: meter_reading_form
        requested_slot: customer_number_correct

  meter_reading_already_set:
    type: bool
    initial_value: null
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_already_set
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_already_set

  meter_id_correct_except_letter:
    type: bool
    initial_value: null
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_id_correct_except_letter
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_id_correct_except_letter

  meter_reading_too_large:
    type: bool
    initial_value: null
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_too_large
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_too_large

  meter_reading_confirmed:
    type: bool
    initial_value: null
    influence_conversation: false
    mappings:
    - type: from_intent
      intent: affirm
      value: true
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_confirmed
    - type: from_intent
      intent: deny
      value: false
      conditions:
      - active_loop: meter_reading_form
        requested_slot: meter_reading_confirmed

  real_meter_id:
    type: text
    influence_conversation: false
    mappings:
    - type: custom

responses:

  utter_greet:
    - condition:
      - type: slot
        name: language
        value: en
      text: "Welcome to the self-service for collecting your meter reading. Note, that this conversation is being recorded. To start, I need your customer number, your meter i d and your current meter reading."
      custom:
        cvg_call_recording_start:
    - text: "Herzlich willkommen im Self-Service zur vollautomatischen Erfassung Ihres Zählerstandes. Diese Konversation wird aufgezeichnet. Um Ihren Zählerstand zu erfassen, benötige ich Ihre Kundennummer, Ihre Zählernummer und den aktuellen Zählerstand."
      custom:
        cvg_call_recording_start:

  utter_forward_to_agent:
    - condition:
      - type: slot
        name: language
        value: en
      custom:
        cvg_call_say:
          text: "OK. I will forward you to an employee. One moment please."
        cvg_dialog_data:
          data:
            customerNumber: "{customer_number}"
            meterId: "{meter_id}"
            meterReading: "{meter_reading}"
        cvg_call_forward:
          destinationNumber: "+4969907362380"
    - custom:
        cvg_call_say:
          text: "OK. Ich leite Sie nun zu einem Mitarbeiter weiter. Einen kleinen Moment bitte."
        cvg_dialog_data:
          data:
            customerNumber: "{customer_number}"
            meterId: "{meter_id}"
            meterReading: "{meter_reading}"
        cvg_call_forward:
          destinationNumber: "+4969907362381"

  utter_msg_you_inactive:
    - condition:
        - type: slot
          name: language
          value: en
      text: "You were inactive."
    - text: "Ich habe keine eingabe gehört."

  utter_ask_customer_number:
    - condition:
        - type: slot
          name: language
          value: en
      text: "Please share me your customer number."
    - text: "Wie lautet Ihre Kundennummer?"

  
  utter_invalid_customer_number:
    - condition:
        - type: slot
          name: language
          value: en
      text: "I am not able to find this customer number. The customer number consists of six digits."
    - text: "Diese Kundennummer ist ungültig. Die Kundennummer besteht aus 6 zahlen."

  utter_invalid_option:
    - condition:
        - type: slot
          name: language
          value: en
      text: "I am not able to understand your option. Please say Yes or No"
    - text: "Das habe ich nicht verstanden. Bitte sagen Sie ja oder nein"

  utter_ask_customer_number_correct:
    - condition:
        - type: slot
          name: language
          value: en
      text: "<speak>I couldn't find your customer number in our system. Have you entered it correctly?</speak>"
    - text: "<speak>Ihre Kundennummer <say-as interpret-as=\"characters\">{customer_number}</say-as> konnte ich in unserem System leider nicht finden. Haben Sie die Kundennummer korrekt eingegeben?</speak>"

  utter_ask_meter_id:
    - condition:
        - type: slot
          name: language
          value: en
      text: "And now please share me your meter i d."
    - text: "Und nun bitte die Zählernummer."

  utter_ask_meter_reading_already_set:
    - condition:
        - type: slot
          name: language
          value: en
      text: "Do you want to overwrite the meter reading for meter {meter_id} which is {meter_reading_cache}?"
    - text: "Möchten Sie den Zählerstand {meter_reading_cache} für Zählernummer {meter_id} überschreiben?"

  utter_ask_meter_id_correct_except_letter:
    - condition:
        - type: slot
          name: language
          value: en
      text: '<speak>Do you mean the meter with the i d <say-as interpret-as="characters">{real_meter_id}</say-as>?</speak>'
    - text: '<speak>Meinen Sie den Zähler mit der Nummer <say-as interpret-as="characters">{real_meter_id}</say-as>?</speak>'

  utter_ask_meter_reading:
    - condition:
        - type: slot
          name: language
          value: en
      text: "Please enter your meter reading. It only needs the digits before the comma."
    - text: "Geben Sie bitte nun Ihren abgelesenen Zählerstand ein. Es reichen die Stellen vor dem Komma."

  utter_meter_reading_too_small:
    - condition:
        - type: slot
          name: language
          value: en
      text: "The meter reading cannot be smaller than last year's meter reading."
    - text: "Der aktuelle Zählerstand darf nicht kleiner als der Zählerstand des Vorjahres sein."

  utter_invalid_meter_reading:
    - condition:
        - type: slot
          name: language
          value: en
      text: "The meter reading is invalid."
    - text: "Der Zählerstand ist ungültig."
  
  utter_ask_meter_reading_too_large:
    - condition:
        - type: slot
          name: language
          value: en
      text: "The meter reading you entered is not close to the expected consumption. Is the meter reading really {meter_reading} Kilo Watt hours?"
    - text: "Der von Ihnen eingegebene Zählerstand weicht deutlich vom erwarteten Verbrauch ab. Beträgt der Zählerstand tatsächlich {meter_reading} Kilowattstunden?"

  utter_ask_meter_reading_confirmed:
    - condition:
        - type: slot
          name: language
          value: en
      text: '<speak>I received reading as <say-as interpret-as="characters">{meter_reading}</say-as> Kilo Watt hours. Is that correct?</speak>'
    - text: '<speak>Ich habe folgenden Messwert als <say-as interpret-as="characters">{meter_reading}</say-as> Kilowattstunden erhalten. Ist das richtig?</speak>'

  utter_goodbye:
    - condition:
        - type: slot
          name: language
          value: en
      custom:
        cvg_call_say:
          text: "I hope you have a nice day!"
        cvg_call_drop:
    - custom:
        cvg_call_say:
          text: "Ich wünsche Ihnen noch einen schönen Tag!"
        cvg_call_drop:

  utter_msg_cannot_find_meter:
    - condition:
        - type: slot
          name: language
          value: en
      text: '<speak>Sorry, we could not find the meter in your account. The meter number consists of a letter followed by 8 digits.</speak>'
    - text: '<speak>Leider konnten wir die Zählernummer in Ihrem Account nicht finden. Die Zählernummer besteht aus einem Buchstaben gefolgt von 8 Ziffern.</speak>'

  utter_meter_reading_same:
    - condition:
        - type: slot
          name: language
          value: en
      text: <speak>All right. The counter reading <say-as interpret-as="characters">{meter_reading_cache}</say-as> remains.</speak>
      custom:
        cvg_call_say:
          text: 'I hope you have a nice day!'
          interpretAs: "TEXT"
        cvg_call_drop:
    - text: <speak>In Ordnung. Der Zählerstand <say-as interpret-as="characters">{meter_reading_cache}</say-as> bleibt bestehen.</speak>
      custom:
        cvg_call_say:
          text: 'Ich wünsche Ihnen noch einen schönen Tag!'
          interpretAs: "TEXT"
        cvg_call_drop:

  utter_successful_meter_reading:
    - condition:
        - type: slot
          name: language
          value: en
      text: Thanks! I successfully recorded your meter reading.
    - text: Vielen Dank! Ich konnte Ihren Zählerstand erfolgreich erfassen.

  utter_something_wrong:
    - condition:
        - type: slot
          name: language
          value: en
      text: Oops! Something went wrong. Please try again later!
    - text: Ups! Da ist etwas schief gegangen. Bitte versuchen Sie es später erneut!

  utter_cvg_error:
    - condition:
        - type: slot
          name: language
          value: en
      text: <speak>Sorry, we could not process your request. Please try again later!</speak>
      custom:
        cvg_call_drop:
    - text: <speak>Leider konnte die Abfrage nicht durchgeführt werden. Bitte versuchen Sie es später erneut!</speak>
      custom:
        cvg_call_drop:

  utter_outbound_failure:
    - condition: 
        - type: slot
          name: language
          value: en
      text: The call forward connection is failed
    - text: Die Rufumleitungsverbindung ist fehlgeschlagen


forms:
  meter_reading_form:
    ignored_intents:
      - cvg_inactivity
      - cvg_terminated
      - cvg_error
      - cvg_outbound_success
      - cvg_outbound_failure
    required_slots:
      - customer_number
      - customer_number_correct
      - meter_id
      - meter_id_correct_except_letter
      - meter_reading_already_set
      - meter_reading
      - meter_reading_too_large
      - meter_reading_confirmed

session_config:
  session_expiration_time: 60
  carry_over_slots_to_new_session: true