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  • 1.  Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-01-2022 10:30
    No replies, thread closed.
    Hi
    We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

    Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

    Is there a way to do this solely in a Bot Flow?

    TIA
    #ArchitectureandDesign
    #DigitalChannels

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------


  • 2.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-01-2022 10:59
    No replies, thread closed.
    Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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



  • 3.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-02-2022 04:53
    No replies, thread closed.
    Thanks Robert
    The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

    The questions are all finance/property based and if the criteria is met the suggested service is always the same
    So currently 
    Do you own X
    Yes - You require our service
    no
    Do you have investments of 0-10, 11-50, over 51
    Over 51 - you require our service

    What we are looking to do
    Do you own X
    Yes - Store quick response
    no
    Do you have investments of 0-10, 11-50, over 51
    Over 51 - store quick response

    You require our services because you responded
    Do you own x Yes
    Over 51

    Hope that makes sense

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 4.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-02-2022 20:10
    No replies, thread closed.
    Not sure what you have already tried,
    But just having multiple Ask for Slot Actions in a row. One for each of those. And then a To Communicate using Slot.Slotname to read the slot value should get what you are after

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

    Original Message


  • 5.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-02-2022 20:18
    No replies, thread closed.
    In addition, you will want If statements

    If(Slot.Slot1=="no", "", Slot.Slot1)

    That will display only that slot if not no.

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

    Original Message


  • 6.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-03-2022 03:27
    No replies, thread closed.
    Thanks Guys

    Current config has Ask for slot for each question followed by a switch with any matches to policy getting the "you may require our services" message and passed to an agent.

    I'll give the suggestions a go and no doubt come back with more questions

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------

    Original Message


  • 7.  RE: Bot Flow Return Confirmation Of Quick Reponses

    Posted 02-03-2022 08:59
    No replies, thread closed.
    Got it working!
    Ask for slot A
    Ask for slot B

    Decision
    Slot.A=="Value"
    or
    Slot.B=="Value"
    Result Yes

    "We believe you require our services because you answered"

    Decision
    Slot.A=="Value"
    Yes
    Communicate
    Text question one text
    ToCommunication(Slot.A)

    Decision
    Slot.B=="Value"
    Yes
    Communicate
    Text question two text
    ToCommunication(Slot.B)

    Many Thanks for your help

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------

    Original Message


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