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  • 1.  Copilot rules for triggering outbound stages

    Posted 20 days ago

    I'm not aware if using rules of copilot are we able to automatically launch an script that using the onload function to set stages and feed the dialer to be more accurate and not depend of the script actions (most of the times based on human decisions like button clicking). Anyone has tested this out?


    #Scripts

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    Miguel Lopez
    Solutions Consultant
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  • 2.  RE: Copilot rules for triggering outbound stages

    Posted 4 days ago

    Hi Miguel,

    Yes, it is possible to launch a script page using Copilot rules. I understand your requirement as below:

    Using Copilot, you want to automatically launch a script based on the conversation type or interaction context. If my understanding is correct, this can be achieved by using Intents and the Rule Engine within the Copilot configuration.

    You can enable Natural Language Understanding (NLU) in Copilot and configure a few intents. Once the intents are added, you can create rules for each intent and route the interaction to a specific script page based on your business needs.

    For example:

    If you create an intent called "Activate Credit Card" and configure a rule to open the "Credit Card" script, then whenever an interaction is related to credit card activation, the interaction can automatically be routed to the Credit Card script page.

    However, one important thing to keep in mind is that the overall experience depends heavily on the quality of the intent classification and natural language processing.

    Also, please note that Copilot's Natural Language Processing capabilities are still evolving and may not always behave consistently in every scenario. In my own testing, I also encountered a few negative test cases and failures where the intent classification did not work as expected.

    Because of this, implementing a proper fallback mechanism or manual override option is always recommended to avoid incorrect routing, flow breaks, or poor agent experience.



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    Arjun Das T P
    Engineer
    Feebak Suite of products - Genesys Cloud
    https://feebak.com/
    arjun.das@fantacode.com
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  • 3.  RE: Copilot rules for triggering outbound stages

    Posted 4 days ago

    Perfect @ARJUN T P.

    Using "triggered by" on only one side can help mitigate scenarios where the wrong intent is triggered, especially when combined with agent confirmation, for example.

    But as you said perfectly, it is also very important to have some option for manual navigation in case of wrong suggestions.



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    Arthur Pereira Reinoldes
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    Original Message


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