Genesys Cloud - Main

I'm looking to use a bot flow to allow callers to update the work notes of an incident in our CRM via data action.

I don't see a way to accomplish this using intents since the caller would need to be able to say virtually anything, and not match an utterance.

Any ideas?

Thanks!

Brandon

#ConversationalAI(Bots,AgentAssist,etc.)

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Brandon Weaver
Science Application International Corporation
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So in this case intent would be "Update Case". Then within the intent task, use "Ask for Slot action" to capture the caller input/work notes. Create a RegEx slot Type for this purpose

Cheers

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Cheers
Zubair
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Thanks, Zubair! 

That worked!

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Brandon Weaver
Science Application International Corporation
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Original Message:
Sent: 08-23-2023 15:37
From: Muhammad Zubair Awan
Subject: Capture open speech/text in a blot flow or digital bot flow

So in this case intent would be "Update Case". Then within the intent task, use "Ask for Slot action" to capture the caller input/work notes. Create a RegEx slot Type for this purpose

Cheers

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Cheers
Zubair
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