Genesys Cloud - Main

Hello all!

I am a bot architect and am running into some issues with the Loop Until function. Previously, I was able to, when the user came into a particular task, check the last complete utterance using the session.lastcompleteutterance variable for a slot. If the slot was missing, I would loop the user back through an ask for slot action and the loop would reevaluate using the selected slot. Once the slot was present, pass the user to a switch that would check for an additional slot. 

For some reason, now the Loop Until will bypass the function all together. I haven't changed anything, and I don't see any updates that would have affected this. 

When I remove the Loop Until Action, the Switch properly evaluates the utterance for the necessary slot, but this requires the use of an Ask for Slot function to ensure the user gets to the correct path. I am trying to avoid asking for a slot if a member has already provided the information as was the case about a month ago. Can anyone shed some light on this?

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

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Andrew Lowe
Members 1st FCU
Senior Conversational Designer
and Contact Center Support
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Try using a Clear Slot before asking for the slot.  Sounds to me like it is cached.

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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
------------------------------

Ask for slot action will never ask for the slot if it is already filled.  - This is a feature. Think of an Intent with a phrase that has a slot. Customer says I want to buy a red bike, and red and bike are slots. In the Purchase intent, I already know they product and type, so the Ask for Slot in that intent will skip, if the customer only said I want to buy a bike the same ask for slot in the same place then would ask for that slot.

So as Robert suggested, if you use the clear slot action that clears it so when it gets to the Ask for Slot action it will then ask for it again.

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Anton Vroon
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Original Message:
Sent: 10/3/2023 4:29:00 PM
From: Anton Vroon
Subject: RE: Loop Until

Ask for slot action will never ask for the slot if it is already filled.  - This is a feature. Think of an Intent with a phrase that has a slot. Customer says I want to buy a red bike, and red and bike are slots. In the Purchase intent, I already know they product and type, so the Ask for Slot in that intent will skip, if the customer only said I want to buy a bike the same ask for slot in the same place then would ask for that slot.

So as Robert suggested, if you use the clear slot action that clears it so when it gets to the Ask for Slot action it will then ask for it again.

------------------------------
Anton Vroon
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Just a guess here, but I would guess that the Maximum defaults to 0 or 1 and that allows no looping at all.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 10-04-2023 07:23
From: Andrew Lowe
Subject: Loop Until

Hey there!

Thanks for all the responses I received! I did try the clear slot action but that unfortunately did not fix the problem. I noticed that the difference between the loops that worked and those that didn't had a maximum set loop count.  My leadership and I had decided that having no maximum loop count was reasonable so long as the ask for slot action was there as then a user would always select a slot which would cause them to exit the loop.

 

For some reason adding a maximum loop count fixed the issue. If anyone knows why this is the case I would be open to the feedback. Again, thank you all for the helpful responses!

 

Regards!

 

Andrew Lowe Senior Conversational Designer and Contact Center Support at Members 1st FCU   Phone (732) 575-4111 Email lowean@members1st.org   5000 Marketplace Way Enola, PA 17025-2431   members1st.org

 

 

Original Message:
Sent: 10/3/2023 4:29:00 PM
From: Anton Vroon
Subject: RE: Loop Until

Ask for slot action will never ask for the slot if it is already filled.  - This is a feature. Think of an Intent with a phrase that has a slot. Customer says I want to buy a red bike, and red and bike are slots. In the Purchase intent, I already know they product and type, so the Ask for Slot in that intent will skip, if the customer only said I want to buy a bike the same ask for slot in the same place then would ask for that slot.

So as Robert suggested, if you use the clear slot action that clears it so when it gets to the Ask for Slot action it will then ask for it again.

------------------------------
Anton Vroon
------------------------------

Thats not how it seemed to be when I set it up originally. But, I guess that is the case, yeah.

------------------------------
Andrew Lowe
Members 1st FCU
Senior Conversational Designer
and Contact Center Support
------------------------------

Original Message:
Sent: 10-04-2023 13:08
From: Robert Wakefield-Carl
Subject: Loop Until

Just a guess here, but I would guess that the Maximum defaults to 0 or 1 and that allows no looping at all.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------


Original Message:
Sent: 10-04-2023 07:23
From: Andrew Lowe
Subject: Loop Until

Hey there!

Thanks for all the responses I received! I did try the clear slot action but that unfortunately did not fix the problem. I noticed that the difference between the loops that worked and those that didn't had a maximum set loop count.  My leadership and I had decided that having no maximum loop count was reasonable so long as the ask for slot action was there as then a user would always select a slot which would cause them to exit the loop.

 

For some reason adding a maximum loop count fixed the issue. If anyone knows why this is the case I would be open to the feedback. Again, thank you all for the helpful responses!

 

Regards!

 

Andrew Lowe Senior Conversational Designer and Contact Center Support at Members 1st FCU   Phone (732) 575-4111 Email lowean@members1st.org   5000 Marketplace Way Enola, PA 17025-2431   members1st.org

 

 

Original Message:
Sent: 10/3/2023 4:29:00 PM
From: Anton Vroon
Subject: RE: Loop Until

Ask for slot action will never ask for the slot if it is already filled.  - This is a feature. Think of an Intent with a phrase that has a slot. Customer says I want to buy a red bike, and red and bike are slots. In the Purchase intent, I already know they product and type, so the Ask for Slot in that intent will skip, if the customer only said I want to buy a bike the same ask for slot in the same place then would ask for that slot.

So as Robert suggested, if you use the clear slot action that clears it so when it gets to the Ask for Slot action it will then ask for it again.

------------------------------
Anton Vroon