Genesys Cloud - Main

Hi,

I'm trying out a concept where clients can give an indication of the issue they are having with their equipment, in a freeform conversation manner, which is then summarised and given to the next stop.

I thought an AI guide would be a good use case for this but as the customer (me, in testing) is describing the issue, it can be quite a long "ramble". This is expected - but the issue is that the AI guide interrupts after a period - so the full problem statement isn't gathered.

Is there a way to extend the time before the guide interrupts? It's not like it's during a period of silence, it is literally mid-sentence.

Or is there a better way to accept long inputs? I tried using an AI Powered free-form slot but it means I can't leverage the guide conversation functionality as much. Additionally, the maximum length of the expected value for this is 100 characters, which isn't enough - and in my testing it was even worse at gathering "long inputs".

Additionally in the Utterance History I see that it has Outcome "Success" and "No Match" - what is being matched from the Guide POV? There are no defined slots / utterances in the Guide to match against.

If I look at these two examples, the utterance in both cases is almost identical, and each time it detected what I said correctly. But one was valid and one wasn't?

#AIConfiguration
#ConversationalAI(Bots,VirtualAgent,etc.)

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James Dunn
Telecoms Specialist
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Hi James,

I've encountered the same issue using the AI Guides, my view so far is that they are still quite buggy as it's the first incarnation of Genesys' attempt at Agentic AI. Whilst the GenAI aspect works reasonably well, I have found the most success with very prescriptive inputs, rather than longer user input to describe something in detail. In my view, it isn't quite production ready yet and the cost is too prohibitive, you can achieve the almost the same result using the Knowledge Search and a standard Bot flow. But I'm be interested to see if you find a solution for this  :-)

Cheers,

Lee