Genesys Cloud - Main

sorry , is Utterances ....

Utterances under intents

@Alex Goh

Did you find a way to use data table to update utterances? 

we are still searching for solution, but there is no solution .... for now ... seem that if we want to use the bot , either we need to have extra resources to manage the  'keyward' or we need to train the call center team for genesys knowledge to they can manage their own keyword, but by doing that whoever in the call center operation team assigned the job will need to become CX Architect Specialist and if need to become Architect Specialist the person also need to learn CX admin ... seem is an uphill task  

I don't think that is possible, I don't believe there are APIs that that allow for this.

You might want to raise an idea on the ideas portal

Keep in mind though, utterances are not just for simple strings, you can do slot fulfillment with them for example to capture additional information that allow for self service or providing the agent with more information. Especially where the customer has proactively provided that information so you don't have to ask for information already provided. And that would be much harder to manage in a data table for example.

Also generally speaking if you are using any bot product, you would normally have someone or a team that administers the bot, does the tuning, checks the health, looks for mismatches and recognition failures and do all that sort of bot work, rather than giving it out to supervisors to do, as this can directly impact your customer experience and you really want that to be done by an expert.

Just my two cents, and I'm fairly new to bots myself so take it with a grain of salt. 

we are trying to let the call center to manage their own  'keyword' , if not  , it will increase our workload by manage the day to day call center operation ...