Genesys Cloud - Main

Good morning,

I need some assistance if possible.

We would like to create a call flow that asks the caller to physically say the name of the insurer they are calling about.

In our situation, we can only help callers that are calling about certain insurers currently. So my idea is that we build a data table with the list of insurers we can and can't help with, the caller says the insurer name and it looks in the data table and returns a yes/no depending on the insurer found in the data table.

Currently, I can only see the menu options for DTMF, meaning I would only be able to assign around 8 insurer names, which isn't useful.

Is there a way I can achieve this without using DTMF and simply having the customer say the insurer name?

Thanks,

#ArchitectureandDesign

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Nicholas Squires
Motor Insurers' Bureau
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Hello Nicholas,

You can do this using voice bots, this is a good place to start in the Resource Center

https://help.mypurecloud.com/articles/about-bots/

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Nicholas, 

This is absolutely possible.  As Jan said, once you can develop a lex bot for this. 

The lex bot will convert verbal input to a transcript, you can then evaluate the transcript and send each name or both firstname + lastname to the data table to match the primary key. 

You will need the agent UUID or the agent email address in another attribute to use as a unique identifier.  You can then execute a find-agent-by-email, or by UUID in the flow.  If you successfully found the agent from the table and within Genesys, you can subsequently execute a call data action to Genesys, to find the agents current routing status.  On-Queue and Idle, On-Queue and busy, Interacting, Off-Queue, etc.  If the agent is On-Queue and Idle, you can then make that agent the preferred agent in the ACD.  

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Carlos Albor
Senior Principal PS Consultant
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The short version is ASR is not available in Genesys Architect directly (except basic menu options). You need to implement one of the BOTs from app foundry, at a cost.

Also, you have to call the bots from your voice flow to gather detail and pass back.

Shame basic ASR is not built into Architect directly for Collect Input.

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Simon Brown
Maintel Europe Limited
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