Genesys DX (formerly Bold360)

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  • 1.  CX synonym equivalency

    Posted 08-23-2023 10:17

    We are migrating to the cloud. We've looked in beyond but does anyone know the equivalent to how to create synonyms in CX messenger compared to DX? Thanks! 

    Brett Gader
    Amica Mutual Insurance Co.

  • 2.  RE: CX synonym equivalency

    Posted 08-23-2023 13:15
    Edited by Gregory LeMay 08-23-2023 13:16

    Hi Brett!

    In Genesys Cloud the new feature for what Bold360 called Synonyms is called Utterances. Below I've posted a few articles to give you some background on the feature and how to plug into your flow with different slot types!

    Utterances Overview

    Working with Utterances (Add, Edit, Delete, etc)

    Mapping Slots to Utterances

    Mapping Utterances by Language


    Gregory LeMay
    Genesys - Employees

  • 3.  RE: CX synonym equivalency

    Posted 08-24-2023 05:55

    Hi Gregory, 

    Does that mean that we need to add all the synonyms as additional utterances for each intent? Do we need to add misspellings and plurals of the words as well? Thanks!

    Arianna Russo

  • 4.  RE: CX synonym equivalency

    Posted 09-08-2023 11:55

    Hi Arianna,

    You should be good without adding all the misspellings and plural/singular variants.

    That said, some dramatic misspellings might not get caught. The good news is there is a tool called Knowledge Optimizer (similar to Voices for DX/Bold360) and can catch these if they are frequent enough so you can add them as an utterance that way.

    Anthony Romero
    Genesys - Employees

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