Hi Community,
I'm currently building a voice bot in Genesys Cloud Architect and I'm looking for best practices around collecting phone numbers from callers.
Context:
I want to ask callers for their preferred callback number. After collecting it, the bot reads it back for confirmation.
What I've tried:
I'm currently using the `builtin:number` slot, which works for recognition – but it comes with one issue:
1. Readback problem: When the bot reads back the captured number for confirmation, it reads it as a full integer (e.g. "five million six hundred forty-two thousand...") instead of digit by digit. This is confusing for callers.
Why not Regex?
1. A regex slot type seems too rigid for our use case – Our expected phone numbers can vary in format and length depending on whether callers say 0, +41, 0041 etc.
2. STT reliability: German speech recognition can be tricky with numbers. For example, "zwei" and "zwo" are both valid ways to say "2" in German, and I'm not sure how reliably the STT handles these variations for longer number sequences like phone numbers.
My questions:
- Is `builtin:number` actually best practice for collecting phone numbers in a voice bot, or is there a better approach?
- Would DTMF input be more reliable here?
- Is there a way to make the TTS read back a captured number digit by digit instead of as a whole number? I'm using the de-CH-JanNeural (Azure) voice, so SSML is limited.
Thanks in advance!
#Architect
------------------------------
Anne Lindner
------------------------------