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  • 1.  IVR Prompt Adding Extra Zeros During Confirmation in conversational bot

    Posted 4 days ago

    In our conversational IVR, we have a scenario where the customer enters their account number. For example, if the user inputs 959300000, the bot should repeat the number for confirmation.

    However, we are facing an issue: when the account number ends with zeros, the bot adds extra zeros while repeating it. For example, if the account number ends with five zeros, the bot speaks additional zeros during confirmation.

    The input is being captured correctly in the flow, but the confirmation prompt is adding extra zeros. Has anyone else faced this issue?


    #ConversationalAI(Bots,VirtualAgent,etc.)

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    Manojkumar G
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  • 2.  RE: IVR Prompt Adding Extra Zeros During Confirmation in conversational bot

    Posted 3 days ago

    Is it a virtual agent of a standard voice bot?

    What is the slot configuration?

    Or...is it a Guide?



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    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
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    Original Message


  • 3.  RE: IVR Prompt Adding Extra Zeros During Confirmation in conversational bot

    Posted 2 days ago

    We had something similar, although in our case it wasn't captured in the flow correctly (i.e. it wasn't just confirmation wrong - it actually took the wrong input) - like you, extra zeroes were captured. For us the fix from support was to disable Intent Classification Hinting in the Bot Flow User Input:

    May or may not apply here but worth a try.



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    James Dunn
    Telecoms Specialist
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    Original Message


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