Genesys Cloud - Main

Greetings Robert!

Although you could muddle your way through this, the juice may not be worth the squeeze. In my experience, accurately capturing names or similar entities is extremely hit or miss. I can only imagine the frustration your clients will experience when it captures and incorrectly reads back the spelling of the name. You may have better luck immediately asking the caller to spell their name. Even then the system may still misinterpret certain letters, especially if there's an accent, mumbling, or low-talkers (e.g. B as D, D as B, etc). You don't have to solely take my word for it though--check out this thread.

That said, the aforementioned thread does present some options outside of Guides we've tried. If you really want to use a Guide though (which can be hard to tame), try adding a guideline at the very beginning of the Guide that says something like this:

Then double-down on that by editing the description of the firstName input variable to say the same thing:

Hi Brian

Thanks for insight and sharing the information above. In my tests, rather than just saying my surname, I said it and then spelt it out and post interaction, it captured it correctly.  So it seems like the bot does a good job at receiving spelt out names.  I'll give the spacing suggestion a try and see how that works.  Worst come to worst, I could just build a bot flow like in the other thread to achieve what I require.  

The alternative we're looking at is through messaging, by sending the user a link to a Messaging bot where they can enter their information via a chat on a secure webpage.  Another part of the challenge here is which solution would be more user friendly for our elderly clients.  At least with both of these options, we can always allow the user speak with someone if they have difficulties with completing the questions.  

Greetings Robert!

Although you could muddle your way through this, the juice may not be worth the squeeze. In my experience, accurately capturing names or similar entities is extremely hit or miss. I can only imagine the frustration your clients will experience when it captures and incorrectly reads back the spelling of the name. You may have better luck immediately asking the caller to spell their name. Even then the system may still misinterpret certain letters, especially if there's an accent, mumbling, or low-talkers (e.g. B as D, D as B, etc). You don't have to solely take my word for it though--check out this thread.

That said, the aforementioned thread does present some options outside of Guides we've tried. If you really want to use a Guide though (which can be hard to tame), try adding a guideline at the very beginning of the Guide that says something like this:

Then double-down on that by editing the description of the firstName input variable to say the same thing:

No problem, R  o  b  e  r  t 😉

I can certainly see pros/cons to either approach you take, particularly when the caller is hard to understand (whether elderly or otherwise). I imagine some elderly will struggle just as much with the web messaging approach, but having that alternate option when needed is not a bad idea. Then it's just a matter of stitching the experiences back together, as well as determining just how valuable the additional effort just to get a name is worth, ya know?

Whatever the case, let us know how it goes after you test your various methods. Shared experiences like yours with actual results from the field will certainly help those considering similar approaches.

Hi Brian

Thanks for insight and sharing the information above. In my tests, rather than just saying my surname, I said it and then spelt it out and post interaction, it captured it correctly.  So it seems like the bot does a good job at receiving spelt out names.  I'll give the spacing suggestion a try and see how that works.  Worst come to worst, I could just build a bot flow like in the other thread to achieve what I require.  

The alternative we're looking at is through messaging, by sending the user a link to a Messaging bot where they can enter their information via a chat on a secure webpage.  Another part of the challenge here is which solution would be more user friendly for our elderly clients.  At least with both of these options, we can always allow the user speak with someone if they have difficulties with completing the questions.  

Greetings Robert!

Although you could muddle your way through this, the juice may not be worth the squeeze. In my experience, accurately capturing names or similar entities is extremely hit or miss. I can only imagine the frustration your clients will experience when it captures and incorrectly reads back the spelling of the name. You may have better luck immediately asking the caller to spell their name. Even then the system may still misinterpret certain letters, especially if there's an accent, mumbling, or low-talkers (e.g. B as D, D as B, etc). You don't have to solely take my word for it though--check out this thread.

That said, the aforementioned thread does present some options outside of Guides we've tried. If you really want to use a Guide though (which can be hard to tame), try adding a guideline at the very beginning of the Guide that says something like this:

Then double-down on that by editing the description of the firstName input variable to say the same thing: