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Hey All, 

Has anyone implemented a "resume IVR / virtual agent" experience in Genesys Cloud for voice where a caller can reconnect after a dropped call and continue where they left off with a bot? From an architecture standpoint, I'm leaning toward externalizing bot state (checkpoints vs. full dialog context) using Data Actions to a store (DynamoDB or a Data Table for low volume), then on callback detecting a returning caller via ANI (with optional resume code or re-auth) and routing back into the bot at the checkpoint using reusable tasks. Curious if anyone has built this in production especially for voice and what patterns, guardrails, or Genesys native capabilities worked best (or didn't).

Hi Taleb,

We have not implemented anything like this but the idea is good and the solution you propose also seems a good way to do it.
I would add a few checks;
- You will need to somehow define when a call is eligible for "resume IVR" or "new call", based on how long after earlier call disconnected and customer called back
- You may also need to define how may calls do you want to consider for "resume IVR"
- You will need to ensure if the call was answered, then that customer will not be eligible for "resume IVR" if they call back immediately
- You will need to ensure if the call abandoned or gets disconnected while waiting in queue, then do you want to offer "resume IVR" or "new call" the next time customer calls
- You will also need to maintain the DynamoDB or DataTable with up-to-date information with data-actions

If you implement it, it would be good to know what the enhanced customer experience is.

Regards

Hi Taleb,

Hmm...A "resume IVR / resume bot" experience isn't something Genesys offers out-of-the-box or a packaged solution, yet.