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  • 1.  Use DTMF in bot flow for disambiguation

    Posted 5 hours ago

    Hello. Is it possible , in a bot flow, to accept DTMF ? 

    In case of disambiguation, my bot says "choose a number in the following list", and then it proposes 3 choices. The user must say "1", or "2", but can't select a digit on his phone.

    I would have liked to propose "say or type the number in the following list" instead of just "say".

    I would have liked the possibility for teh caller either to say "1", or to type "1" digit. (as in ASR in an inbound flow) . For now it is not possible. 

    But I saw in the "user input" menu, some parameters concerning DTMF. What are they for? Only for slots ? 

    To resume: how to activate dtmf in case of desambiguation ? 

    Thanks for your help

    Catherine 

    #bot #Voice #DTMFTones #ConversationalAI(Bots,VirtualAgent,etc.)


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

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    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
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  • 2.  RE: Use DTMF in bot flow for disambiguation

    Posted 3 hours ago

    I believe DTMF should work as well. Can you share how the flow is configured?



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Use DTMF in bot flow for disambiguation

    Posted 10 minutes ago

    Hi Catherine DUPIRE,

    From what I understand, you're using a Bot Flow. It's possible to use DTMF, and I usually handle it by collecting the user's input through a slot/intent that accepts whatever they provide - whether they speak or press a key. Once the value is captured, I process it according to the flow logic. Depending on the scenario, there can be different ways to implement this

    This is an example of collecting both voice and DTMF at the same time using Ask for Slot.
    The slot is configured to accept any value, so whatever the user says or types is returned in the same output field.

    With the slot output, you can handle voice and digit input together, using direct comparisons, contains, normalization, or any logic you need.
    In the cases shown, I simply compare "1", "2", "3", etc., but you can adapt it to your scenario.

    You can find more details here for reference: https://help.mypurecloud.com/articles/use-dtmf-in-bot-flows/

    Hope this helps. If your setup is different, let me know so I can give a more detailed explanation.



    ------------------------------
    Luiz Rosa
    Full stack developer
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    Original Message


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