Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Nuno, 

Take a look at the dictionary management resource and see if this will help you. The idea is to allow orgs to create entries that are specific/unique to help with transcription accuracy, but it could be that there's a gap for the term you're looking for in pt-pt. 

Currently the dictionary can only be updated via the api. 

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Dean,

Thanks for your tip. 

I think it will be useful for transcript proposes but what i'm looking is add expressions to match "agent escalation" option in the bot flow. I don't see how to link this expression to that option.

Looking for add expressions here:

thanks in advanced

Hi Nuno, 

Take a look at the dictionary management resource and see if this will help you. The idea is to allow orgs to create entries that are specific/unique to help with transcription accuracy, but it could be that there's a gap for the term you're looking for in pt-pt. 

Currently the dictionary can only be updated via the api. 

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Dean,

Thanks for your tip. 

I think it will be useful for transcript proposes but what i'm looking is add expressions to match "agent escalation" option in the bot flow. I don't see how to link this expression to that option.

Looking for add expressions here:

thanks in advanced

Hi Nuno, 

Take a look at the dictionary management resource and see if this will help you. The idea is to allow orgs to create entries that are specific/unique to help with transcription accuracy, but it could be that there's a gap for the term you're looking for in pt-pt. 

Currently the dictionary can only be updated via the api. 

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

I would love to also know if If updating the dictionary to recognize a term like speak with agent, if that would effect voice and digital bots for agent escalation or not.

Something that we have done for even English speaking customers is we have our own Agent Escalation Intent where we can define those extra ways of saying I want to speak to an operator. We also add a slot value to most slots for this as well and add all the different ways of saying it as synonyms. This doesn't cover all the same scenarios as the agent escalation but it certainly helps.

Hi Dean,

Thanks for your tip. 

I think it will be useful for transcript proposes but what i'm looking is add expressions to match "agent escalation" option in the bot flow. I don't see how to link this expression to that option.

Looking for add expressions here:

thanks in advanced

Hi Nuno, 

Take a look at the dictionary management resource and see if this will help you. The idea is to allow orgs to create entries that are specific/unique to help with transcription accuracy, but it could be that there's a gap for the term you're looking for in pt-pt. 

Currently the dictionary can only be updated via the api. 

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Dean,

Thanks for your tip. 

I think it will be useful for transcript proposes but what i'm looking is add expressions to match "agent escalation" option in the bot flow. I don't see how to link this expression to that option.

Looking for add expressions here:

thanks in advanced

Hi Nuno, 

Take a look at the dictionary management resource and see if this will help you. The idea is to allow orgs to create entries that are specific/unique to help with transcription accuracy, but it could be that there's a gap for the term you're looking for in pt-pt. 

Currently the dictionary can only be updated via the api. 

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Nicole,

Thanks for showing the Q&A video.

The video answers the same of Dean answers the first time but the question is, after we add to dictionary, how can we associate that to agent escalation expressions?

Thanks in advanced.

best regards,

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Nicole,

Thanks for showing the Q&A video.

The video answers the same of Dean answers the first time but the question is, after we add to dictionary, how can we associate that to agent escalation expressions?

Thanks in advanced.

best regards,

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

@Nuno Paulo not exactly tied to the dictionary, I guess, but have you gone through the information available in the Resource Center at https://help.mypurecloud.com/articles/intents-overview/ regarding how to use the Natural Language Understanding menu to tune the Utterances and analyze the Intent Health?

Hi Nicole,

Thanks for showing the Q&A video.

The video answers the same of Dean answers the first time but the question is, after we add to dictionary, how can we associate that to agent escalation expressions?

Thanks in advanced.

best regards,

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi George,

thanks for your reply.

What I'm looking is for add more expressions to "agent escalation" option. From what Dean reply 3 days ago must be Genesys to add it.

The short escalation phrase that it will a nice to have if it's possible is "operador"

best regards,

@Nuno Paulo not exactly tied to the dictionary, I guess, but have you gone through the information available in the Resource Center at https://help.mypurecloud.com/articles/intents-overview/ regarding how to use the Natural Language Understanding menu to tune the Utterances and analyze the Intent Health?

Hi Nicole,

Thanks for showing the Q&A video.

The video answers the same of Dean answers the first time but the question is, after we add to dictionary, how can we associate that to agent escalation expressions?

Thanks in advanced.

best regards,

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?

Hi Nuno... I'll pass this along & update when I know more. 

Hi George,

thanks for your reply.

What I'm looking is for add more expressions to "agent escalation" option. From what Dean reply 3 days ago must be Genesys to add it.

The short escalation phrase that it will a nice to have if it's possible is "operador"

best regards,

@Nuno Paulo not exactly tied to the dictionary, I guess, but have you gone through the information available in the Resource Center at https://help.mypurecloud.com/articles/intents-overview/ regarding how to use the Natural Language Understanding menu to tune the Utterances and analyze the Intent Health?

Hi Nicole,

Thanks for showing the Q&A video.

The video answers the same of Dean answers the first time but the question is, after we add to dictionary, how can we associate that to agent escalation expressions?

Thanks in advanced.

best regards,

Hi @Nuno Paulo, we covered your question on the latest episode of the Q&A Show at the 28:00 minute mark. Hope this helps you!

Hi community,

There is any possibility of configuration or workaround to add more intents in system?

The scenario is:

In bot flow, Genesys have a possibility to ask to talk with an agent in every part of the flow but in pt-pt we have a lot of expressions to ask that, so anyone know if there is any possibility to add more expressions in the system to answer this?