Hello,
I agree with Robert. Bots can have several levels of complexity. They can be used for something very simple like "ask for something and wait for a "yes/no" answer" to a very complex bot.
Introducing bots into our scripts has allowed us to go from "dtmf scripts" to full "natural language scripts", which has greatly improved the user experience.
We need to take the time to carefully prepare the bots, their purpose and how to integrate them into the scripts. Poor design or integration will introduce a lot of latency and a bad user experience.
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lionel Florence
HELPLINE
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Original Message:
Sent: 03-08-2021 12:18
From: Gennaro Montanino
Subject: Idea: to have every parameter in Architect as variable
Hi Robert
a BOT is needed for complex use cases... make no sense in my opinion for simply use case... also you have to consider a lot of variables when you design a conversation with a BOT. For example where I live there a language that is not supported by ASR...
We are building a BOT to reset the password and we realize that make no sense to use a BOT for such use case.
The future will require time to be design...
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Gennaro Montanino
Original Message:
Sent: 03-08-2021 10:46
From: Robert Wakefield-Carl
Subject: Idea: to have every parameter in Architect as variable
Most users don't realize that the entire Collect Input is superseded with Bots as a subroutine to allow speech and DTMF input instead of just DTMF. Bots can be designed for just a slot input or a yes/no answer and dropped into the flow just like the Caller Input. I see that tool not used at all in the future.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-08-2021 10:42
From: Gennaro Montanino
Subject: Idea: to have every parameter in Architect as variable
Hi Robert
Thank you for your input.
you can simply do not vote my idea :)
Do not need to post ad libitum.
Have a great time
Gennaro
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Gennaro Montanino
Original Message:
Sent: 03-08-2021 10:14
From: Robert Wakefield-Carl
Subject: Idea: to have every parameter in Architect as variable
That is where you bring in a Bot with a Ask for Slot and then use validation on the slot.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-08-2021 10:01
From: Gennaro Montanino
Subject: Idea: to have every parameter in Architect as variable
Hi
thank you for your answers but maybe I was not clear.. Let me make an example
How can you pass Range of Digits as parameters for a Collect Digit Action ? Simply you can´t
With DataTable you have some possibilities but are not enough to build completely dynamic IVR based on the values of a DT.
Thank you for voting
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Gennaro Montanino
Original Message:
Sent: 03-08-2021 08:52
From: Patrick Rohlf
Subject: Idea: to have every parameter in Architect as variable
Agreed. I have the same types of things set up. I've used data tables to configure routing on/off "toggles" for call flows so that contact center supervisors/leads can have some control over the caller experience, but also don't have admin permissions in architect.
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Patrick Rohlf
Summit Broadband
Original Message:
Sent: 03-07-2021 21:24
From: Robert Wakefield-Carl
Subject: Idea: to have every parameter in Architect as variable
I use data tables as structured parameters all the time. It is especially for timers and switches where schedules wouldn't work and I don't want people in Architect. I even have a data action to turn on and off parameters in data table from the IVR or via Email/SMS
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-07-2021 08:08
From: Gennaro Montanino
Subject: Idea: to have every parameter in Architect as variable
in this way, it could everything configurable through Data Table
Please vote the Idea. I think you also will appreciate it.
Genesys Cloud Ideas Lab
#Routing(ACD/IVR)
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Gennaro Montanino
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