Genesys Cloud - Main

We have a voice bot in our IVR that asks the customer to confirm their name and address in the IVR and then presents it to the agent in the script page. 

Recently, we have had a few instances of the bot incorrectly transcribing the customers names and addresses as NSFW words. Is there any settings in bot config that will allow me to remove certain words? Or maybe any other solutions you can think of? 

You can use a whitelist of known phrases/words in Genesys Cloud to get round this issue.

Here's the link to the Genesys resource centre on how to address it.  Use custom list slot types in a bot flow - Genesys Cloud Resource Center

It's a well practised issue in the UK as there's a lot of old towns with questionable names such as Scunthorpe in Yorkshire.