I have not done this before myself so not sure if there are any pitfalls to this approach, but my initial thought would be to use a bot, and have a slot with all the contacts either populated dynamically with a data table lookup or hard coded.
Then the customer can then select from that list, either in a chat, or with voice by saying the name, as long as the voice recognition is good and you will want to make sure you have the right synonyms for each entry too.
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Anton Vroon
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Original Message:
Sent: 09-14-2022 11:05
From: Sébastien Arpin
Subject: auto attendant using external contact or data table
Hi,
I was wondering if it is possible to use speech to text and external contact to build an auto attendant in architect.
I know there is an out of the box auto attendant (directory) that use the name of the agent in Genesys cloud. But in my situation we wanted to use a list of external contact or data table in this directory.
Thanks
#ArchitectureandDesign
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Sébastien Arpin
Inoria Inc.
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