Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  SSML within a Bot Flow

    Posted 12-20-2024 04:17
    No replies, thread closed.

    Hi,

    Looking to use SSML tags within our bot flow, so helping with 'ask for slot' verification. i.e. when the bot reads back a phone number or booking reference (digits only) then the pacing is correct.

    I've attempted with different ToCommunicationSsml and MakeCommunication expressions, but each time the 'slot result' variable is not recognised.

    Most likely down to my syntax or could be that the <say-as interpret-as> tags can't be used in this way.

    Expression example below.

    MakeCommunication( "You said",  ToCommunicationSsml("<say-as interpret-as=\"number\">ResolveSlot(Slot.phoneNumberNoValidation)</say-as>"),  "Is that correct?")

    MakeCommunication("You said", ToCommunicationSsml("<say-as interpret-as=\"number\">(ResolveSlot(Slot.phoneNumberNoValidation))</say-as>"), "Is that correct")

    Is there a published guide on which SSML tags can be used and expression syntax formatting?

    Thanks,


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------


  • 2.  RE: SSML within a Bot Flow

    Posted 12-20-2024 14:16
    No replies, thread closed.

    The best I've come up with for reading back a phone number is something like:

    ToCommunication("358",Format.String.playChars)

    250ms blank space

    ToCommunication("1830",Format.String.playChars)



    ------------------------------
    Dave Halderman
    Business Analyst
    ------------------------------



  • 3.  RE: SSML within a Bot Flow

    Posted 12-23-2024 02:39
    No replies, thread closed.

    Thanks Dave,

    Came across the Format.String.playChars on Friday - this does actually pace the response better, and also tried Format.Number.playDigits, but as this a decimal its not suitable for a phone number.

    MakeCommunication(
      "You entered", 
      ToCommunicationBlank(100), 
      ToCommunication(ResolveSlot(Slot.phoneNumberNoValidation), Format.String.playChars), 
      ToCommunicationBlank(100), 
      "Is that correct ?")



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 4.  RE: SSML within a Bot Flow

    Posted 12-20-2024 14:48
    No replies, thread closed.

    Hey Neil,

    I'm not sure if we have any published guides like that. I did find this doc with some short SSML examples.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 5.  RE: SSML within a Bot Flow

    Posted 12-23-2024 03:42
    No replies, thread closed.

    Thanks Jason, I'll take a look.



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 6.  RE: SSML within a Bot Flow
    Best Answer

    Posted 12-23-2024 21:36
    No replies, thread closed.

    Hi Neil,

    Try this one:

    MakeCommunication( 
      "You entered", 
      ToCommunicationBlank(100), 
      ToCommunicationSsml("<say-as interpret-as=\"telephone\">" + Flow.phoneNumber + "</say-as>"), 
      ToCommunicationBlank(100), 
      "Is that correct ?")

    Or this one:

    MakeCommunication( 
      "You entered", 
      ToCommunicationBlank(100), 
      ToCommunicationSsml("<say-as interpret-as=\"characters\">" + Flow.phoneNumber + "</say-as>"), 
      ToCommunicationBlank(100), 
      "Is that correct ?")

    Link to SSML documentation: https://cloud.google.com/text-to-speech/docs/ssml#say%E2%80%91as



    ------------------------------
    Maxim Tsvetov
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: SSML within a Bot Flow

    Posted 12-24-2024 00:56
    No replies, thread closed.

    Super star, thanks Maxim. That's worked, and thank you for the document link - little Christmas reading.



    ------------------------------
    Neil Jones
    Voice Comms Lead
    Awaze Uk
    United Kingdom
    neil.jones@awaze.com
    ------------------------------

    Original Message


  • 8.  RE: SSML within a Bot Flow

    Posted 03-12-2025 17:00
    Edited by Muhammad Zubair Awan 03-14-2025 00:00
    No replies, thread closed.

    Hi @Maxim Tsvetov

    what would be the SSML format to play background audio along with a text? is that even supported?



    ------------------------------
    Cheers
    Zubair
    ------------------------------

    Original Message


Related Content