Genesys Cloud - Main

Hi Everyone,

In a messaging flow, I am using the slot type builtin:any to collect the customer's first name. This works fine when the customer provides just their first name. However, if they include additional words or phrases, such as 'My name is Karthik' or 'Karthik is my name,' the entire sentence is captured as the first name.

Is there a best practice or recommended approach to extract only the first name in such cases?

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

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Karthik Ageer
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Yes, that is going to be a problem.  You might look at the response and if it contains spaces, have them say it again with just the first name.  You could possibly do some sort of Replace with common phrases to remove the extra words as well.  An Intent with a slot might be possible, but that would be tricky to work into a flow at a particular point.  

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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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Could you adjust your prompt so it is very clear how you want the customer to enter their name? Something like "Please enter your first name only with no other characters. Example: If your name is John Smith enter "John". Then check if there are any spaces and if there are, state they have entered an invalid response and ask again.

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Nicole VanWie
UC Engineer
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