Hello,
Has Genesys considered allowing bot customers to state the title of the knowledge article when Disambiguation surfaces multiple articles instead of the associated number?
I think this would be a very valuable addition to the digital bot flow. Rarely do my customers actually choose a number and instead, they frequently type out the title of the article from the surfaced options. The customer is instructed to "please choose a number" from the list if they do not select a number, but if they change their mind and instead type "live chat" or "representative" or something that would typically match an intent, they aren't able to proceed with that intent and I end up seeing the phrases that would have matched an intent in my Unanswered Queries in the Knowledge Base.
Even if the bot simply allowed the customer to continue a conversation instead of locking them into choosing a Disambiguation option, that would be better than what I see today. If not forced to choose a number to proceed, the customer could continue the bot chat if uninterested in the surfaced articles, or if they type out the title of the desired surfaced article, they would get that associated Knowledge article.
#ConversationalAI(Bots,AgentAssist,etc.)#DigitalChannels------------------------------
Nicole VanWie
UC Engineer
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