In a simple bot its probably fine to have explicit prompt and/or slot option but in a complex one, I don't like repetition of please say yes or no etc. Also for the slot approach, you would have to clear the slot every time. Keen to utilize built in smarts with ability to tune as needed.
Original Message:
Sent: 05-21-2024 23:32
From: Anton Vroon
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
Couple of options. Update your wording to explicitly ask the customer to respond yes or no. Which will improve your uptake of customer's using the right phrase.
The other option is to use a slot instead, and there have yes and no, and have I am as a synonym for yes, and any other variation you find is being used.
It would be nice to set our own synonyms for yes / no to take into account local idiosyncrasies.
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Anton Vroon
Original Message:
Sent: 05-21-2024 18:20
From: Muhammad Zubair Awan
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
Requirement for each Ask for Yes/No may vary based on the design and context but to give you a simple example if Bot prompts customer "Are you calling from your own phone" and the response could be "I am" which does not match.
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Cheers
Zubair
Original Message:
Sent: 05-21-2024 17:58
From: Mitchell Mason
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
Its the same as the answer above, at this time they are not customizable. If you have certain words that are not matching, let me know and we can (first check if its universally reasonable, and then...) add them.
We have plans in our backlog to allow custom editing of these lists of words for yes/no and agent escalation, but due to higher priorities the work has not started yet.
You can vote on the idea here, although you can see its already something we want to do. And follow the status as well:
https://genesyscloud.aha.io/ideas/ideas/DXVBOTS-I-1
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Mitchell Mason
Genesys - Employees
Original Message:
Sent: 05-21-2024 16:48
From: Muhammad Zubair Awan
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
Hi Melissa,
For the Ask for Yes/No action are there any additional confirmation or rejection phrases other than Yes and No? Or possibility to add more phrases?
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Cheers
Zubair
Original Message:
Sent: 05-21-2024 14:56
From: Melissa Bailey
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
The escalation phrases are documented here: https://help.mypurecloud.com/articles/agent-escalation-in-voice-and-digital-bot-flows/
They are not customizable.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-21-2024 12:22
From: Catherine DUPIRE
Subject: how to enhance the base for "enable agent escalation" function in a digital flow
Hello. I've got a problem with the sentences recognized for agent escalation.
In a digital bot flow, we have possibility to check the box "enable agent escalation". The aim is to propose to route the interaction towards an agent if the caller writes something interpratated as if he wanted to speak to a human person.
Does someone know where are defined theses sentences which will be interpretated as a request to speak to a human?
I am using French.
The sentences recognized are not optimal.
If I write "je veux parler à une personne", it's ok, the chatbot propose me to be transferred.
But if I write "je veux parler à un humain" or "Je veux un conseiller", for example (which are quite current sentences in french), the chatbot does not propose to be in relation with an agent.
Can we customize that ?
(of course I can create intentions, it will work as well, but I wondered if we could enhance the base of native sentences)
Thanks for your help
Catherine
#DigitalBots #knowledgebase #ArchitectFlow
#ConversationalAI(Bots,AgentAssist,etc.)
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Catherine DUPIRE
NXO FRANCE SASU
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