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  • 1.  Architect - Get Customer Name(voice to text transcription?)

    Posted 06-10-2021 20:52
    Howdy,

    Just had an interesting question about architect.

    I know there is a way to get callers number and use for various reasons(Call.Ani).

    Is there a way in genesys cloud, to prompt the caller record his name and assign it to a variable and present that info to an agent?

    I am looking for this especially in a callback scenario where you get callers number and put it in the script to present to the agent, but when agent initiates a callback he would not know the name of the customer, only the callback number.

    I have looked around and didnt find anything similar. This to me sounds like voice to text transcription. 

    Is this possible? Any ideas appreciated.
    #Ask Me Anything (AMA)

    ------------------------------
    Azamat Rustamov
    Cerium Networks
    ------------------------------


  • 2.  RE: Architect - Get Customer Name(voice to text transcription?)

    Posted 06-11-2021 18:53
    Why not use a service like Whitepages.com, DNC.com, or MelissaData to find the name related to the phone number and use that in the callback.  These services can offer a lot more information as well.  I am not sure how big the international database is.  The other option is to get BYOC Cloud with a provider that supplies ANI over and 800 number.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Architect - Get Customer Name(voice to text transcription?)

    Posted 06-11-2021 19:45
    That might be an option to look up some third party databases and look up the names, but that does not guarantee the accuracy of the names of the customers who requested the callback.

    Really, this is a scenario where customer calls the number, waits on hold(in queue), and instead of waiting simply requests a callback. 
    We can retrieve a number, but as far as prompting for the name and presenting that info to the agent i cant seem to find an option to do that in the platform.

    Feature request?

    ------------------------------
    Azamat Rustamov
    Cerium Networks
    ------------------------------

    Original Message


  • 4.  RE: Architect - Get Customer Name(voice to text transcription?)

    Posted 06-11-2021 19:51
    How about a bot flow with confirmation.  If you know these callers, you can look them up locally.  You could ask them for their zip code and then look them up at Whitepages.com

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: Architect - Get Customer Name(voice to text transcription?)

    Posted 06-30-2021 20:22
    These are all 3 party involvements(whitepages, melissa, etc). Need to find a way within the platform.
    I scratched my head a little bit and while didnt find a way for voice to text transcription, but used existing transfer to VM object that allowed to collect customer info such as name, and used the verbiage in Architect as it was a callback and sent to queues VM, so as soon as next agent is avail, he will get that interaction.

    The end result you have a customer callback number and name or brief message in an audio format that agent can listen prior to making a callback.

    ------------------------------
    Azamat Rustamov
    Cerium Networks
    ------------------------------

    Original Message


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