Hi All,
We've been using a combination of the AWS Polly TTS integration with data tables to provide one of our customers a more flexible solution for their call center. Thought some folks might be interested in this.
The use case is an IT helpdesk and they have issues that occur during the course of the day that they want to advise their customers of ahead of time... i.e., "we know this thing is broken and we're working on it", etc...
They had been actually re-recording a prompt with this info and re-publishing a call flow with that prompt as a way to getting that message out, but doing so is a bit heavy.
If you use a data table and leverage polly as your tts voice (i think we all know the genesys tts voice isn't, uh, fantastic), you can provide a pretty solid and flexible way to get that prompt out there that's not too hard on your customer. Just create a data table with an index of some sort, a field for the text you want the engine to say, and possibly a few other fields based on your use case that could be conditions for selection. Then you can look those text fields up in the call flow via a data table lookup based on the criteria you give it.
The nice thing about this is that the text field can be updated in real time and/or be blank and not throw an error, vs. a prompt being empty will cause a validation error. Here's what a sample data table might look like:
#Integrations#PlatformAdministration------------------------------
Dean Thames
Koch Business Solutions
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