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  • 1.  Ask for Intent after declined confirmation

    Posted 2 days ago

    Quick question. Does rejecting a confirmation prompt remove that intent from available paths when attempting to retry?   

    For context, I see example when looking at the botflow turns for a specific conversation, I see a few examples of callers  experiencing the following: 

    Prompt User Input Intent Confidence
    In a few words, tell me why you're calling today. Something related to {A} A Low
    I think youre wanting to talk about {A}. Is that correct? No
    My apologies, In a few words, tell me why you're calling today. Explicitly {A} NoMatch

    From a development perspective this makes sense. Removing an intent from the list of possible paths may help with confidence on the retry attempt. I just haven't seen any documentation explicitly saying this is what is happening on the backend. 


    #Architect

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    Timothy Clark
    Developer III
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  • 2.  RE: Ask for Intent after declined confirmation

    Posted 2 days ago

    Hi Timothy,

    From what I found in the Resource Center, yes, within the current Ask for Intent action.

    The documentation states that when a customer says "no" to a confirmed intent, the bot does not try to recognize or confirm that same intent again until it leaves the current action. If the customer rejects all possible intents, the bot exits with RecognitionFailure.AllOptionsRejected.

    That seems consistent with the behaviour you observed, where intent A was rejected and then wasn't considered again during the retry within the same action.

    Hope this helps.

    Reference: https://help.genesys.cloud/articles/call-bot-flow-action/



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    Phaneendra
    Technical Solutions Consultant
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