Genesys Cloud - Main

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

#Implementation
#Other

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Chantelle Fraser
Senior CX Advisory Consultant
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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-23-2026 08:19
From: Chantelle Fraser
Subject: Case Creation in IVR

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

#Implementation
#Other

------------------------------
Chantelle Fraser
Senior CX Advisory Consultant
------------------------------

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

Hi Chantelle,

Yes, we've recently integrated ticket creation into our CRM, and one of the next use cases I'm now looking at is using that same pattern for after-hours case creation or during peak periods when queues are busy, where customers can raise a ticket directly in the IVR without needing to speak to an agent.

In our case, it would need to be driven by an ID number captured in the IVR rather than ANI, because ANI is not always up to date or reliable enough for that kind of automation. So the flow would be to capture the ID in the IVR, validate it, and then use that information to drive the case creation into the CRM.

We've been using Functions alongside the integration to handle the orchestration and return structured outputs back into the flow, which has given us a bit more flexibility around validation, success/failure handling, and what gets created.

So while our current implementation started with agent-assisted ticket creation, the same design is definitely opening up those IVR-led use cases now.

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

Don't forget once you have created the case for the caller - to send them that case number / information via a retainable channel (email / SMS) - that means they will have the ID to hand if they call in again - so can use bots for self help.
Equally you can use this to create a case for each interaction - but don't necessarily have to tell the caller.  I had a use case where every call to an IT helpdesk - regardless of purpose needed a case - for stats / measurement - so every inbound call created a case = popped it to the agent - and if appropriate the agent manually gave the caller the number - if not added notes and closed silently.

Hi Chantelle,

Yes, we've recently integrated ticket creation into our CRM, and one of the next use cases I'm now looking at is using that same pattern for after-hours case creation or during peak periods when queues are busy, where customers can raise a ticket directly in the IVR without needing to speak to an agent.

In our case, it would need to be driven by an ID number captured in the IVR rather than ANI, because ANI is not always up to date or reliable enough for that kind of automation. So the flow would be to capture the ID in the IVR, validate it, and then use that information to drive the case creation into the CRM.

We've been using Functions alongside the integration to handle the orchestration and return structured outputs back into the flow, which has given us a bit more flexibility around validation, success/failure handling, and what gets created.

So while our current implementation started with agent-assisted ticket creation, the same design is definitely opening up those IVR-led use cases now.

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

Don't forget once you have created the case for the caller - to send them that case number / information via a retainable channel (email / SMS) - that means they will have the ID to hand if they call in again - so can use bots for self help.
Equally you can use this to create a case for each interaction - but don't necessarily have to tell the caller.  I had a use case where every call to an IT helpdesk - regardless of purpose needed a case - for stats / measurement - so every inbound call created a case = popped it to the agent - and if appropriate the agent manually gave the caller the number - if not added notes and closed silently.

Hi Chantelle,

Yes, we've recently integrated ticket creation into our CRM, and one of the next use cases I'm now looking at is using that same pattern for after-hours case creation or during peak periods when queues are busy, where customers can raise a ticket directly in the IVR without needing to speak to an agent.

In our case, it would need to be driven by an ID number captured in the IVR rather than ANI, because ANI is not always up to date or reliable enough for that kind of automation. So the flow would be to capture the ID in the IVR, validate it, and then use that information to drive the case creation into the CRM.

We've been using Functions alongside the integration to handle the orchestration and return structured outputs back into the flow, which has given us a bit more flexibility around validation, success/failure handling, and what gets created.

So while our current implementation started with agent-assisted ticket creation, the same design is definitely opening up those IVR-led use cases now.

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?

Hi Chantelle,

Yes, we've recently integrated ticket creation into our CRM, and one of the next use cases I'm now looking at is using that same pattern for after-hours case creation or during peak periods when queues are busy, where customers can raise a ticket directly in the IVR without needing to speak to an agent.

In our case, it would need to be driven by an ID number captured in the IVR rather than ANI, because ANI is not always up to date or reliable enough for that kind of automation. So the flow would be to capture the ID in the IVR, validate it, and then use that information to drive the case creation into the CRM.

We've been using Functions alongside the integration to handle the orchestration and return structured outputs back into the flow, which has given us a bit more flexibility around validation, success/failure handling, and what gets created.

So while our current implementation started with agent-assisted ticket creation, the same design is definitely opening up those IVR-led use cases now.

Hi

Has anyone come across a situation where you automatically use information the customer shares in the IVR, use Data Actions to then automatically create a case without the need to speak to a human agent?