Genesys Cloud - Main

Hi there,

I have a specific requirement from the customer that they want to handle the swear words in their digital bots. If swear words are used by the customer 2 times then the interaction will be disconnected. 

For now, I have created a test intent that has few words and picks up the right flow if any words are used. I can handle the first check but am not able to check for repeated swear words.

Has anybody tried or can guide me, please?

Thanks,

RD

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

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Rohit Dhar
Black Box Technologies Australia Pty Ltd
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Of course you could add the words to the utterances to an intent and do whatever you want then recognized.  We don't have a notification topic for Topics, but you do have one for transcription which could be used to "look for" these phrases and run a workflow when spotted.  

As for looking for the instances, I would have a task that runs for the intent and updates a variable.  Each time you pass through the task, check that variable and decide different paths depending on the number. 

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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A simple option is to just use the contains function on the last utterance variable and list out the words you are looking for. 

A task like Robert mentioned could be used so you can call the task multiple times, and update a counter each time the contains function finds a word, and if counter is more than x then do whatever you need.

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Anton Vroon
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