Genesys Cloud - Main

Hello, 

We have a challenge when asking a caller to provide us with their case number. The case number is consists of alphanumerical characters, i.e., 2525CD000027. There are two issues. The first issue is that we notice that the bot response meaning reading back the characters to the caller takes a while, it takes between 19 - 34 seconds which is a long time. The second issue is that the bot response sometimes misses characters, i.e., it will miss the last two characters. 
In the example below, the caller is trying to say 2023CX000027 but as you can see it's not the response. 

For the slot configuration, we have tried different regex to see if that will help us. We tried the builtin type but that didn't solve anything

We tried the following regex
\b[0-9]{4}[A-Z]{2}[0-9]{6}\b

[0-9]{4}[A-Z]{2}[0-9]{6}

^[A-Z]{2}[0-9]{6}$

^[0-9]{4}[A-Z]{2}[0-9]{6}$

and many more but it is struggling to read back the case properly and takes a while to read it back. Is there a way to fix this?

#ConversationalAI(Bots,AgentAssist,etc.)

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Christopher Andre
Conduent Business Services, LLC
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I'm assuming this is a voice bot?

Are you using native Genesys language engine, enhanced tts, or byot?

I have certainly not experienced a 19 second or longer delay at all. I would take a look at your end of input timeouts under Settings > Actions

As for registering the case number, not sure, could be the language engine you are using, if possible try another eg through Enhanced TTs. 

Another option might be to break it down, ie first say the first digitis before the letters, then say the letts, then say the rest, and then combine the string after.

Might be some other options out there.

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Anton Vroon
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Hi Anton,

Yes, this is a voice bot and I'm using the native Genesys language engine.

I already looked at the input timeouts for ask for slot. it was originally set to 1 second and we changed it to 100 milliseconds to see if that would help but that didn't help. 

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Christopher Andre
Conduent Business Services, LLC
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Original Message:
Sent: 12-19-2023 13:49
From: Anton Vroon
Subject: Alphanumerical input at Ask for Slot

I'm assuming this is a voice bot?

Are you using native Genesys language engine, enhanced tts, or byot?

I have certainly not experienced a 19 second or longer delay at all. I would take a look at your end of input timeouts under Settings > Actions

As for registering the case number, not sure, could be the language engine you are using, if possible try another eg through Enhanced TTs. 

Another option might be to break it down, ie first say the first digitis before the letters, then say the letts, then say the rest, and then combine the string after.

Might be some other options out there.

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Anton Vroon
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