We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.
We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.
Much appreciated.
#ArchitectureandDesign#DigitalChannels#Routing(ACD/IVR)#Unsure/Other------------------------------
Eric Allen
Vervent, Inc.
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