sorry , is Utterances ....

Utterances under intents

Original Message:
Sent: 02-02-2024 03:50
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

we just start looking into voice bot, and we are trying to look for a good solution to manage the intents or 'keywords'

but seem that to add the intents, it need to add it in the Architect and we need to keep on improving the keywords as it goes . 

so we are wandering is there a solution to query the intents from datatbase or external database ? so is much more easy to manage the keywords.

as the Queue owner can go in and manage their own intents keywords without our intervention . if not we will have to keep on editing the Architect everytime there is an update in intents 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
AlexGoh
Intel Corporation
------------------------------

@Alex Goh

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

Original Message:
Sent: 02-02-2024 03:53
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

sorry , is Utterances ....

Utterances under intents

------------------------------
AlexGoh
Intel Corporation

Original Message:
Sent: 02-02-2024 03:50
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

we just start looking into voice bot, and we are trying to look for a good solution to manage the intents or 'keywords'

but seem that to add the intents, it need to add it in the Architect and we need to keep on improving the keywords as it goes . 

so we are wandering is there a solution to query the intents from datatbase or external database ? so is much more easy to manage the keywords.

as the Queue owner can go in and manage their own intents keywords without our intervention . if not we will have to keep on editing the Architect everytime there is an update in intents 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
AlexGoh
Intel Corporation
------------------------------

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  

Original Message:
Sent: 02-25-2024 23:43
From: Vincent Sabolboro
Subject: Bot Flow > Intents (connect to database)

@Alex Goh

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

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 02-02-2024 03:53
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

sorry , is Utterances ....

Utterances under intents

------------------------------
AlexGoh
Intel Corporation

Original Message:
Sent: 02-02-2024 03:50
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

we just start looking into voice bot, and we are trying to look for a good solution to manage the intents or 'keywords'

but seem that to add the intents, it need to add it in the Architect and we need to keep on improving the keywords as it goes . 

so we are wandering is there a solution to query the intents from datatbase or external database ? so is much more easy to manage the keywords.

as the Queue owner can go in and manage their own intents keywords without our intervention . if not we will have to keep on editing the Architect everytime there is an update in intents 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
AlexGoh
Intel Corporation
------------------------------

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. 

Original Message:
Sent: 02-02-2024 03:50
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

we just start looking into voice bot, and we are trying to look for a good solution to manage the intents or 'keywords'

but seem that to add the intents, it need to add it in the Architect and we need to keep on improving the keywords as it goes . 

so we are wandering is there a solution to query the intents from datatbase or external database ? so is much more easy to manage the keywords.

as the Queue owner can go in and manage their own intents keywords without our intervention . if not we will have to keep on editing the Architect everytime there is an update in intents 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
AlexGoh
Intel Corporation
------------------------------

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 ...

Original Message:
Sent: 02-28-2024 23:08
From: Anton Vroon
Subject: Bot Flow > Intents (connect to database)

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. 

------------------------------
Anton Vroon

Original Message:
Sent: 02-02-2024 03:50
From: Alex Goh
Subject: Bot Flow > Intents (connect to database)

we just start looking into voice bot, and we are trying to look for a good solution to manage the intents or 'keywords'

but seem that to add the intents, it need to add it in the Architect and we need to keep on improving the keywords as it goes . 

so we are wandering is there a solution to query the intents from datatbase or external database ? so is much more easy to manage the keywords.

as the Queue owner can go in and manage their own intents keywords without our intervention . if not we will have to keep on editing the Architect everytime there is an update in intents 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
AlexGoh
Intel Corporation
------------------------------