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  • 1.  Collect Email Address in Voice Bot

    Posted 01-05-2023 14:18
    No replies, thread closed.
    I have a possible use case where a caller contacts a voice bot and it may be necessary to gather their email address from them to send them documents. I tried a slot using reg ex but system would not recognize it properly. I looked into Collect Input tool but looks like this is only for numbers. Is there any way to do this without passing them to an agent? 

    Thanks

    #Architect/Routing
    #ConversationalAI(Bots,AgentAssist,etc.)​​
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------


  • 2.  RE: Collect Email Address in Voice Bot
    Best Answer

    Posted 01-06-2023 09:07
    No replies, thread closed.
    Matthew,
    The problem you will have here is that email addresses are difficult for speech recognition engines. Not only do they need to be 100% accurate (a single wrong character and you're screwed) but also they often don't follow usual spelling and grammatical rules (in many cases, at least parts of them are not even legitimate words!!!)
    I would love to be wrong, but I'm not certain that collecting email addresses with a voice bot is currently viable.
    Sorry!

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    Paul Simpson
    Eventus Solutions Group
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  • 3.  RE: Collect Email Address in Voice Bot

    Posted 01-06-2023 09:13
    No replies, thread closed.
    Hi Paul,

    Thanks for the reply. My testing has brought me to the same conclusion. Just wanted to check before moving to the next thing.

    Thanks

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------

    Original Message


  • 4.  RE: Collect Email Address in Voice Bot

    Posted 01-09-2023 13:38
    No replies, thread closed.
    It may be possible to build a dual medium Virtual Agent (Visual IVR), where the Voice Virtual Agent can determine that person is calling in from a mobile device (SMS enabled) and can send them a unique URL for a form to fill out with their email address and then move the virtual agent forward upon response or responding to the SMS with their email to do the same. It depends on the capabilities of the underlying NLU engine.




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    Alan Klein
    Cresta Intelligence
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    Original Message


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