Genesys Cloud - Main

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Do you have an example of a comment that would be "outside of the provide intent"?

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

Hi Stephan Taljaard

The bot learns from examples rather than strict rules. Because of that, it's normal that some user inputs fall outside the defined intents.

In practice, a few things usually help:

• Provide enough training examples for each intent (Genesys typically recommends around 20–30).

• Make sure intents don't overlap too much, otherwise the model may get confused.

• Use slot filling or clarification prompts when the bot is not confident.

• Continuously review real conversations and refine the model over time.

You can also use the Optimization Dashboard to analyze metrics like fallback rate and intent confidence. This helps identify where the model needs improvement.

https://help.genesys.cloud/articles/view-bot-and-digital-bot-metrics-in-the-optimization-dashboard/

Hope this helps.

------------------------------
Luiz Rosa
Full stack developer

Original Message:
Sent: 03-05-2026 03:29
From: Stephan Taljaard
Subject: Bot flow - Best practice

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

#ArchitectandDesign
#ConversationalAI(Bots,VirtualAgent,etc.)

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

One best practice I always use is to create dedicated confirmation and denial intents instead of relying only on the standard Ask for Yes/No behavior.

In many cases, especially in chat, customers do not answer with a clean "yes" or "no." They may use variations, abbreviations, or informal language such as "aham," "sure," "ok," "s," "n," or other slang expressions. The default yes/no handling usually does not capture these well.

By creating intents for affirmation and negation, the bot becomes much more flexible and natural, because it can recognize the way people actually respond instead of forcing them into one exact format.

This helps a lot with customer experience, especially when the user says something slightly outside the expected flow. Instead of falling too quickly into no-match behavior, the bot has a better chance of understanding the real meaning and keeping the conversation moving.

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

We have been using a pre-Virtual Agent bot flow for our inbound call processing for a year now. Here's a breakdown of the flows we use on a typical inbound call.

Inbound Call Flow: Does the greeting, bunch of customer info collection via data actions to our CMR and other internal platforms that are set as flow variables. Yes/No questions sprinkled here and there that go to a bot flow just for handling Yes/No. Depending on the NL Intent resolved, we either send to queue or other automated systems we have built.

Inbound Bot Flow Ask for Intent - configured as Natural Language (NLU) asks the callers "In a few words, how can I assist you?" The utterances are collected and matched to their respective intent. In cases of people that go non-compliant with the bot, such as saying agent over and over, I have an Agent Intent built to catch those calls to make another pass at collecting an Intent from the caller via a 2nd Ask for Intent reusable task. This second pass is a copy of the first pass at getting their Intent but gives them some different verbiage to help guide them along, such as informing them they can say membership, insurance, etc.. If they still do not comply, as a last-ditch effort to still serve the caller, we have a stripped down DTMF menu in the Inbound Call Flow that if used, sends the caller to a generic queue for that specific Line of Business. This DTMF has no further clarifying questions on it as the caller is already annoyed at having to try and defeat the Intent collection process in NL.

Sending to the DTMF menu is done by having the NL Bot flow set a variable of Flow.RecogFailure in a reusable task that Event Handling for the flow points to. From there, the call is handed back to the inbound call flow where Flow.RecogFailure is on a decision node to send it to the stripped down DTMF menu if set to True.

Inbound Bot Flow Yes/No - a simple bot whose sole purpose is to serve butter ask the caller a Yes/No question. The question is passed as a variable from the Inbound Call Flow to the Bot Flow and shoots an output back of their Yes/No answer. Definitely helps to have Yes and No built as Slots so you can add in synonyms for Yes; ex: affirmative, correct.

Hopefully this pre-caffeinated, eyes half open wall of text helps.

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards

Good Day Community

I would like to ask for your assistance with the following.  I have been using the best practices and recommendations to build my Voicebot used for testing.

Best practice recommendations for building bots in Architect - Genesys Cloud Resource Center

Wanted to ask if you could perhaps share some ideas or recommendations from your experience in building bots.  How do you treat the conversation if the customer mentions something that is outside of the provide intent?

Without just providing the no match or no input messaging, any tips or tricks to improve customer experience.

Thanking you in advance for your support.

Regards