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Hi all,

A project I'm working on currently requires us to capture some information from callers.  I'd like to go down the path of using Virtual Agent for this to hopefully give the best experience and take this role away from contact centre staff as it's a simple questionnaire.

One issue I'm trying to solve is whether there is a way for the Virtual Agent which follows a guide, have it spell back the information its received.  Lets use a name for example, caller says their name is Colin.  So what I'd like is for the bot to confirm, "okay that was Colin? Let me spell that C-o-l-i-n? Is that correct? 

The guide I designed, I've asked it to repeat the name, but also spell it back as part of the confirmation, like most customer service staff will.  However when I test this with the bot, it just reads back the name twice, but doesn't read back the individual characters.  I have instructions in the guide to use Individual characters when spelling the name back.  I know this is something Genesys can do, as the Communicate function in Architect allows you to have you a bot read back using individual characters.

I've gone on to read the article about Guides and what functions it suggests for best practice, but I don't seem to see anything mention individual character confirmation with words or digits?

Has anyone had any experience with AI guides in terms of getting something like this to work?  

Thanks :)

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 all,

A project I'm working on currently requires us to capture some information from callers.  I'd like to go down the path of using Virtual Agent for this to hopefully give the best experience and take this role away from contact centre staff as it's a simple questionnaire.

One issue I'm trying to solve is whether there is a way for the Virtual Agent which follows a guide, have it spell back the information its received.  Lets use a name for example, caller says their name is Colin.  So what I'd like is for the bot to confirm, "okay that was Colin? Let me spell that C-o-l-i-n? Is that correct? 

The guide I designed, I've asked it to repeat the name, but also spell it back as part of the confirmation, like most customer service staff will.  However when I test this with the bot, it just reads back the name twice, but doesn't read back the individual characters.  I have instructions in the guide to use Individual characters when spelling the name back.  I know this is something Genesys can do, as the Communicate function in Architect allows you to have you a bot read back using individual characters.

I've gone on to read the article about Guides and what functions it suggests for best practice, but I don't seem to see anything mention individual character confirmation with words or digits?

Has anyone had any experience with AI guides in terms of getting something like this to work?  

Thanks :)

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:

Hi all,

A project I'm working on currently requires us to capture some information from callers.  I'd like to go down the path of using Virtual Agent for this to hopefully give the best experience and take this role away from contact centre staff as it's a simple questionnaire.

One issue I'm trying to solve is whether there is a way for the Virtual Agent which follows a guide, have it spell back the information its received.  Lets use a name for example, caller says their name is Colin.  So what I'd like is for the bot to confirm, "okay that was Colin? Let me spell that C-o-l-i-n? Is that correct? 

The guide I designed, I've asked it to repeat the name, but also spell it back as part of the confirmation, like most customer service staff will.  However when I test this with the bot, it just reads back the name twice, but doesn't read back the individual characters.  I have instructions in the guide to use Individual characters when spelling the name back.  I know this is something Genesys can do, as the Communicate function in Architect allows you to have you a bot read back using individual characters.

I've gone on to read the article about Guides and what functions it suggests for best practice, but I don't seem to see anything mention individual character confirmation with words or digits?

Has anyone had any experience with AI guides in terms of getting something like this to work?  

Thanks :)