Genesys Cloud - Main

We have a chatbot using Dialogflow.  We want it to gather a piece of information from the user and then based on that data create the next behavior for the bot to follow.  We have all of it configured and working except for No Inputs.  What we want to happen is the user is displayed a message about not getting any input and then the interaction disconnect.   How do you get Dialogflow to invoke a No Input event handler?  Or if it needs to be configured in Architect, how does Architect know that it should follow the no input path?   

Thanks in advance. 

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

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Nichole Conway
State of Missouri
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I remember some discussion about this early on.  Check out these and see if they can help you:

Genesys Cloud CX - Genesys

Also, on the Google side, here are some things to try:

• You can use the built-in events sys.no-input-1 and sys.no-input-default to trigger different responses or actions when there is no input from the user. For example, you can repeat the question in the same way as the first time for sys.no-input-1, and rephrase the original question for sys.no-input-default. You can also set the transition page to "Current Page" in the event handler to loop the error on the same page. See this answer¹ for more details and screenshots.
• You can use a catch node to catch events like "repeat", "silence" and low confidence checks. You can increase a counter by +1 each time there is no input from the user, and repeat the initial phrase/question. On the third try, you can bounce them to an agent. See this answer² for more information.
• You can follow the voice agent design best practices³ suggested by Google Cloud, which include limiting no-match and no-input repetitions, providing clear instructions and feedback, and using confirmation and disambiguation strategies.

Thanks Robert.  I found the no input configuration here

Right under my nose :)  Thanks for the response!

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Nichole Conway
State of Missouri
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Original Message:
Sent: 09-27-2023 22:08
From: Robert Wakefield-Carl
Subject: Configuring No Input Behavior

I remember some discussion about this early on.  Check out these and see if they can help you:

Genesys Cloud CX - Genesys

Also, on the Google side, here are some things to try:

• You can use the built-in events sys.no-input-1 and sys.no-input-default to trigger different responses or actions when there is no input from the user. For example, you can repeat the question in the same way as the first time for sys.no-input-1, and rephrase the original question for sys.no-input-default. You can also set the transition page to "Current Page" in the event handler to loop the error on the same page. See this answer¹ for more details and screenshots.
• You can use a catch node to catch events like "repeat", "silence" and low confidence checks. You can increase a counter by +1 each time there is no input from the user, and repeat the initial phrase/question. On the third try, you can bounce them to an agent. See this answer² for more information.
• You can follow the voice agent design best practices³ suggested by Google Cloud, which include limiting no-match and no-input repetitions, providing clear instructions and feedback, and using confirmation and disambiguation strategies.

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