Genesys Cloud CX

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  • 1.  Questions about Digital Bot Flows in Genesys Cloud

    GENESYS
    Posted 10-20-2022 14:41
    ICYMI my colleagues @Mitchell Mason and @Gemma Alvarez were featured in the recent Genesys Cloud Q&A Show (Episode 32). Watch the replay here. We've been getting questions about Genesys Bot Flows so we want to make sure you know that we are happy to answer any questions you have at this time. Drop a reply here or start a discussion. We would love to hear from you!

    https://www.youtube.com/watch?v=9Zi3DQEddcQ​​​
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

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    Jane Hendricks
    Genesys - Employees
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  • 2.  RE: Questions about Digital Bot Flows in Genesys Cloud

    Posted 10-25-2022 22:39

    Hi Team,

    Not sure if I missed this being covered in the video - but how do we Ask for Intent in a Digital Bot Flow?

    In the regular Bot flow, there's an option to 'Ask for Intent' under the Ask toolbox actions - and this is what we have configured currently.



    Looking at the Digital Bot Flows and how to use these to expand the functionality into using the cards, carousels and rich text, it seems there's no way to ask for intent (only Yes/No or Slot)?


    I understand there's the new Digital Menu option - but this has defined buttons and isn't an open-ended question.

    Cheers,



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    Jeff
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  • 3.  RE: Questions about Digital Bot Flows in Genesys Cloud

    Posted 19 days ago
    @Mitchell Mason @Gemma Alvarez @Jane Hendricks​ - any advice on how to ask for intent in a digital bot flow?

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    Jeff
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  • 4.  RE: Questions about Digital Bot Flows in Genesys Cloud

    Top 25 Contributor
    Posted 19 days ago
    Edited by Anton Vroon 19 days ago
    Hi Jeffrey, reading about I believe the idea is when you setup an intent you automatically are required to setup a task for that intent, and the end user can ask about that intent at any point while using the bot.
    I haven't had a chance to play around with it yet, but my current thinking is there is a limitation if you need to have only some intents active at certain points in the flow you may have to use separate bots.

    Edit: The actual action you would use in Architect, would be any of the Ask Actions, probably the Digital Menu to give some examples for the customer.

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    Anton Vroon
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  • 5.  RE: Questions about Digital Bot Flows in Genesys Cloud

    Posted 19 days ago
    The idea with a Digital Bot Flow is that from any place you can navigate to any other place in the bot.

    So simply a bot with the default wait for input and an intent created will direct to the task created when you add the intent.

    If you did want to restrict this you'd most likely use another bot or direct users more with a menu.

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    Richard Chandler
    Connect
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  • 6.  RE: Questions about Digital Bot Flows in Genesys Cloud

    Posted 17 days ago
    One of the big changes with the digital flow is that Knowledge and Intents can be accessed at (almost) any time within the flow, the customer simply needs to say something that matches an intent phrase. This pairs well with the new Digital Menu, which means you no longer need a bajillion slot-lists to present quick replies, and you can use these new easy menus to steer the customer instead of relying on them to say something that aligns with one of your intents.

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    Brad Murlin
    Zillow, Inc.
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