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  • 1.  Coming Soon: More Flexible Bot Conversations with "Don't Know" Support

    Posted yesterday

    Smarter Slot Handling in Bot Flows

    We're improving the conversational flexibility of Bots in Genesys Cloud to help ensure customers don't get stuck when they don't know the answer to a question.

    What's changing?

    We're introducing the ability for end users to respond with "I don't know" or similar phrases during an Ask for Slot action and continue the conversation.

    When enabled, this allows the bot to follow a configurable skip path instead of forcing retries or exiting the flow.

    1. "Don't Know" path in Ask for Slot

    Bot authors can now enable a Don't Know option directly within the Ask for Slot action.

    When triggered:

    • Slot collection ends

    • The flow follows a dedicated skip path

    • The conversation continues without error or escalation

    The setting is off by default and can be turned on per Ask for Slot action.

    Supported across:

    • Bot Flow

    • Digital Bot Flow

    • Voice Surveys

    • All GA languages

    Supported slot types include standard, AI-powered, list, dynamic, RegEx, date, time, number, and amount.

    2. Quick Reply and Carousel support

    Authors can optionally enable a "Don't Know" Quick Reply or Carousel card.

    • Can be turned on or off

    • Labels are customizable (including multi-language support)

    • Phrase-based recognition is supported

    List Picker channels support NLU-based "don't know" input, but no additional UI option will be shown.

    Why we're doing this

    Today, when a customer doesn't know an answer (for example, an account number), they can become stuck in slot collection.

    This update reduces friction and abandonment by:

    • Making conversations more resilient

    • Supporting more natural interactions

    • Aligning bot behavior with modern conversational expectations

    Availability

    Planned GA date:  March 9th, 2026

    No required configuration changes. Bot authors can enable the feature directly within the Ask for Slot action.



    ------------------------------
    James Byrne
    Principal Product Manager - Virtual Agent
    ------------------------------


  • 2.  RE: Coming Soon: More Flexible Bot Conversations with "Don't Know" Support

    Posted yesterday

    Hi James, 

    Are bot authors able to customize the "Dont Know" phrases that would lead down this path or are they built in?
    if they are not customizable, will there be a list of phrases that would lead down this path available?

    Thanks



    ------------------------------
    Cam Stone
    ------------------------------

    Original Message


  • 3.  RE: Coming Soon: More Flexible Bot Conversations with "Don't Know" Support

    Posted yesterday

    Hi Cam,

    The "don't know" recognition - including similar phrases - is built into the platform and handled automatically when the feature is enabled on an Ask for Slot action. Bot authors don't configure individual phrases.

    Authors can enable or disable the path itself, and optionally configure the Quick Reply or Carousel label , but the underlying phrase detection isn't customizable.

    Thanks for the question!



    ------------------------------
    James Byrne
    Principal Product Manager - Virtual Agent
    ------------------------------

    Original Message


  • 4.  RE: Coming Soon: More Flexible Bot Conversations with "Don't Know" Support

    Posted yesterday

    This seems interesting, but I usually default to knowledge and use a custom knowledge path that looks at the confidence and then handle it like this would.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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