Genesys Cloud CX

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  • 1.  Speech Recognition & Collect Input Action

    Posted 06-02-2020 15:19
    Hello,

    Is it possible to use Speech Recognition to collect an identification number within the Collect Input Action?  Once the number has been spoken by the caller, can we pull that number out of the flow as text in order use within our other systems.

    Has anyone been able to do this?
    Or.. is this unavailable?

    Thanks!
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 2.  RE: Speech Recognition & Collect Input Action

    Posted 06-02-2020 15:30
    I have never been able to get speech rec to work on a Collect Input. Unless it has changed recently, which doesn't sound like it, I don't think it is usable like that :(

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    Angelia Harper
    Avtex Solutions, LLC
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  • 3.  RE: Speech Recognition & Collect Input Action

    GENESYS
    Posted 06-02-2020 15:33

    No.  Collect input only listens for DTMF.  You could use a lex or google dialogflow action to get the number from the caller (they do speech rec).  The value would come back to the flow as a slot in the intent.  Assign it to a variable then use that however you want in the flow.  Write a data action to send it to your other system(s).

    https://help.mypurecloud.com/articles/about-the-amazon-lex-integration/

    https://help.mypurecloud.com/articles/about-the-google-dialogflow-integration/
    https://help.mypurecloud.com/articles/about-the-data-actions-integrations/



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    Melissa Bailey
    Genesys - Employees
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  • 4.  RE: Speech Recognition & Collect Input Action

    Posted 06-02-2020 15:41
    Thank you, we figured this was the case but just wanted to confirm.

    Is there a possibility that this will ever change to allow it to listen to Voice alongside DTMF?

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 5.  RE: Speech Recognition & Collect Input Action

    GENESYS
    Posted 06-02-2020 15:46
    There's an idea for it but not many votes. https://purecloud.ideas.aha.io/ideas/CLSELF-I-68

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    Melissa Bailey
    Genesys - Employees
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  • 6.  RE: Speech Recognition & Collect Input Action

    Posted 06-02-2020 15:53
    Thank you for the info :)

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    Kymberli O'Hagan
    Product Owner, Omni-Channel
    Alberta Motor Association
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  • 7.  RE: Speech Recognition & Collect Input Action

    Posted 08-04-2022 06:28
    Hi all,

    Is it possible to have the new URL for the IDEA, I would like vote for this idea but the link going nowhere.

    thanks
    jeremy

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    Jérémy
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