Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

@Jim Crespino

Hi Jim, when I click on your link all I get is the generic landing page for the AppFoundry.  Can you provide the search criteria, name of the accelarator?

Thanks!

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

@Jim Crespino

Hi Jim, when I click on your link all I get is the generic landing page for the AppFoundry.  Can you provide the search criteria, name of the accelarator?

Thanks!

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

Hi @Vick Sweeney, 

Sorry about that, for some reason a "." was added to the end of my previous URL.  Try this: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609

Hi @Robert Herms,

The accelerator was meant to give you an idea of how to setup the data action.  The Callback API allows you to submit a callback date and time.  You'd have to change the data action in the blueprint utilize that date and time when calling the API.  Then in the bot you'd have to have the bot collect the callback data and time from the caller as a slot and then use that slot as input to the data action.  I hope that makes sense.

@Jim Crespino

Hi Jim, when I click on your link all I get is the generic landing page for the AppFoundry.  Can you provide the search criteria, name of the accelarator?

Thanks!

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback

Hi Jim,

the call back API is not a problem for me.
I am struggling to get the date and time (when the customer wants to get called) from the Voice Bot, re-calculate the time to UTC (timezone +2h) and convert it to the date/time format that the callback API requires.

But starting at the beginning:
The Voice Bot has 2 data types, Time and Date.
The understanding of the requested time seems not that problem.
The understanding of the requested date seems to be hard when the calle says "today" or "tomorrow".
-> Do I need to calculate the date pending on this words?

BR, Robert

Hi @Vick Sweeney, 

Sorry about that, for some reason a "." was added to the end of my previous URL.  Try this: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609

Hi @Robert Herms,

The accelerator was meant to give you an idea of how to setup the data action.  The Callback API allows you to submit a callback date and time.  You'd have to change the data action in the blueprint utilize that date and time when calling the API.  Then in the bot you'd have to have the bot collect the callback data and time from the caller as a slot and then use that slot as input to the data action.  I hope that makes sense.

@Jim Crespino

Hi Jim, when I click on your link all I get is the generic landing page for the AppFoundry.  Can you provide the search criteria, name of the accelarator?

Thanks!

Hi Robert,

You should install this Accelerator from the AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/f5bf6c44-679f-4808-8612-b7ff81f12609.  That will setup a use case where an agent can schedule a callback from a Script, but it will setup the Data Action that is necessary to create that Callback interaction.  Once you have that you can build a Bot to collect the same inputs and call that same Data Action from the Bot flow.

Hi!

During high call volume ties we would like to use a Voice Bot to ask the customer to schedule a callback.

Just setup a callback to the next possible time is easy within a flow and without a Voice Bot. With this implementation we have the experience that the customer itself is not reachable that good.

So we would like to use the Voice Bot to ask the customer to say a day or a date and time when he is avaiable to recieve the call back.
The problem that we face is that the Voice Bot doesn't understand the day/date and the time.
We mainly have German speaking customers, but also EN, ES, FR, ...

Does anyone has experience with scheduling a callback by a Voice Bot?

BR, Robert

#Voice #ScheduleCallback