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  • 1.  Unable to Capture Slot Result if Using Dynamic List Slot Type

    Posted 16 days ago

    We are testing an ID&V call flow that uses voice bots to ask the verification questions. We've found that if using a slot type of dynamic list, it is not possible to capture the slot result (customer's input) if they provide an answer that does not match an entry in the dynamic list. We are trying to capture the slot result as participant data so it can be viewed in the interaction details.


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

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    James Foster
    Technical Consultant
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  • 2.  RE: Unable to Capture Slot Result if Using Dynamic List Slot Type

    Posted 16 days ago

    Hello James, 

    I would add the results to the list to help improve this. Does this work when an answer on the list is provided?

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Unable to Capture Slot Result if Using Dynamic List Slot Type

    Posted 15 days ago

    Hi Cameron,

    Thanks for the response, although I'm not sure that would work for the solution we have. Just to give you a brief overview, we have an inbound call flow which runs a data action to collect the caller's account details from a CRM. One of the items retrieved from the CRM is the caller's postcde/zipcode. This is stored as a variable, the variable is then passed through to a voice bot flow and added to the Dynamic List for the postcode slot type. The bot then asks the caller for their postcode (slot), if what they say matches the entry in the dynamic list, they have answered correctly, if it does not match then they have answered incorrectly. This all works fine but as I have said, if they answer incorrectly we can't seem to store their answer as a variable. The aim is to store the postcode they provide as participant data so it can be easily viewed from the interaction details.

    I have tried setting the participant data from within the bot flow using the built-in variable Session.LastCollectionUtterance but this doesn't seem to work. We can see all the utterances provided from the Utterance History view from within the bot flow but the goal is to store the utterance as a variable.I hope this makes sense!



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    James Foster
    Technical Consultant
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  • 4.  RE: Unable to Capture Slot Result if Using Dynamic List Slot Type

    Posted 15 days ago

    Hello James, 

    Thank you for the clarification. It almost sounds like the slot is looking for 12345 as a zip code but its hearing one two three four five. That is unless you have something like this covered. It might be worth opening a ticket to Customer Care so they can review whats happening. But I would also love to see the community feedback as well. 

    Just a quick follow up, are you using the Get Participant Data action? I feel like this should work no matter how they answer.

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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