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  • 1.  Bot ask for intent in the first utterance if not matched is discarded.

    Posted 11-01-2022 09:46
    No replies, thread closed.

    Hi Guys,

    We have a whats app deployment and we found out that the ask for intent that receives its utterances from the main flow and message.message.body

    this then pumps this into the bot flow via the genesys send to flow action.

    If that utterance is sent to the BOT and the BOT does not match and intent it, then it will discard the utterance. The BOT will then ask what it can help with even though they have already uttered something.

    This is just a bad customer experience.

    i have logged an idea if you vote for it. i want the ask intent only to react the same everytime whether by the variable entry or customer prompted.

    the first ask intent for an utternace in | Genesys Cloud Ideas Portal (aha.io)

    Thanks

    Damien


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Damien collard
    IP Integration Limited
    ------------------------------


  • 2.  RE: Bot ask for intent in the first utterance if not matched is discarded.

    Posted 11-04-2022 23:27
    No replies, thread closed.
    With the Ask for Intent, did you include a route for No Intent and route that to some message about not recognizing their input or maybe prompting the user with some sample utterances?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Bot ask for intent in the first utterance if not matched is discarded.

    Posted 11-05-2022 06:32
    No replies, thread closed.

    Hi,

    problem is the ask is not behaving like others, you can't program it for discarded. 


    it doesn't behave the same.

    But you words maybe have struck something. What if the first ask. I limit to one failure or one attempt. Then in put another ask with different wording.

    I am going to have a play.

    Thanks kindly for your response mate. Have a great weekend.



    ------------------------------
    Damien collard
    IP Integration Limited
    ------------------------------

    Original Message


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