Hi All,

We are trying to match keywords as exact to a email content (subject+body), we are using contains at the moment, but there is problem in this.

If the keyword contains for ex. 'PO' then if any other words in the email has PO it matches that. for ex. "Post"

But it should not happen, since contains() just checks for the first match. Any other suggestions on this. We have also tried the FindString(). it works the same way.

Any help will be much appreciated.

Thanks,
Sreekand.
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

Hi,

If you are sure PO is always written in upper case letters you could use the contains function with ignoreCase, for example Contains(message+subject, "PO", false)
otherwise you could use the FindString function to get the position of the PO string and then extract the next character directly after the PO string with the Substring function and then compare this substring for possible next characters like ":" " " or if a number follows. Or check the other way arround as if it continues with "st" you have found the word "Post", which of cause is not a match.

Hope this help! 

------------------------------
Peter Faust
Genesys - Employees
------------------------------

Original Message:
Sent: 07-26-2022 10:59
From: Sreekand Muthukrishnan
Subject: Match Exact keyword

Hi All,

We are trying to match keywords as exact to a email content (subject+body), we are using contains at the moment, but there is problem in this.

If the keyword contains for ex. 'PO' then if any other words in the email has PO it matches that. for ex. "Post"

But it should not happen, since contains() just checks for the first match. Any other suggestions on this. We have also tried the FindString(). it works the same way.

Any help will be much appreciated.

Thanks,
Sreekand.
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

Hi Peter, 

Thanks for the input, the keyword 'PO' is currently matched in lowercase, I am converting both the keywords and the content to check(subject+body) into lower case and then only doing a contains(). so we are good in this point.

However, Let me try the second part which you have mentioned above.

Regards,
Sreekand

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

Original Message:
Sent: 07-27-2022 03:42
From: Peter Faust
Subject: Match Exact keyword

Hi,

If you are sure PO is always written in upper case letters you could use the contains function with ignoreCase, for example Contains(message+subject, "PO", false)
otherwise you could use the FindString function to get the position of the PO string and then extract the next character directly after the PO string with the Substring function and then compare this substring for possible next characters like ":" " " or if a number follows. Or check the other way arround as if it continues with "st" you have found the word "Post", which of cause is not a match.

Hope this help! 

------------------------------
Peter Faust
Genesys - Employees

Original Message:
Sent: 07-26-2022 10:59
From: Sreekand Muthukrishnan
Subject: Match Exact keyword

Hi All,

We are trying to match keywords as exact to a email content (subject+body), we are using contains at the moment, but there is problem in this.

If the keyword contains for ex. 'PO' then if any other words in the email has PO it matches that. for ex. "Post"

But it should not happen, since contains() just checks for the first match. Any other suggestions on this. We have also tried the FindString(). it works the same way.

Any help will be much appreciated.

Thanks,
Sreekand.
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

May I ask what you are using this for, our Call Center would like to be able to match certain words so that emails can be sent to certain Queues based upon the match

------------------------------
Michael Schimento
Zenith Insurance Company
------------------------------

Original Message:
Sent: 07-26-2022 10:59
From: Sreekand Muthukrishnan
Subject: Match Exact keyword

Hi All,

We are trying to match keywords as exact to a email content (subject+body), we are using contains at the moment, but there is problem in this.

If the keyword contains for ex. 'PO' then if any other words in the email has PO it matches that. for ex. "Post"

But it should not happen, since contains() just checks for the first match. Any other suggestions on this. We have also tried the FindString(). it works the same way.

Any help will be much appreciated.

Thanks,
Sreekand.
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------

You can use the ServiceJourney app from AppFoundry and set a Regular Expression search rather than just a keyword search. This would ensure you find "PO" rather than "Post"

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 07-26-2022 10:59
From: Sreekand Muthukrishnan
Subject: Match Exact keyword

Hi All,

We are trying to match keywords as exact to a email content (subject+body), we are using contains at the moment, but there is problem in this.

If the keyword contains for ex. 'PO' then if any other words in the email has PO it matches that. for ex. "Post"

But it should not happen, since contains() just checks for the first match. Any other suggestions on this. We have also tried the FindString(). it works the same way.

Any help will be much appreciated.

Thanks,
Sreekand.
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#ConnectwithaCustomer(NEW)
#Implementation
#Integrations
#Omni-ChannelDesktop/UserInterface
#Outbound
#PlatformAdministration
#QualityManagement
#RemoteWorkEnablement
#Reporting/Analytics
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#Security
#SIP/VolP
#SystemAdministration
#Telephony
#Unsure/Other
#GenesysCloudCXQAEpisode

------------------------------
Sreekand Muthukrishnan
Conn3ct (Connect Managed Services (UK) Limited)
------------------------------