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  • 1.  Utterance with "dynamic" order number

    Posted 05-23-2024 11:10

    I'm trying to build a bot that returns the status of an order (just a test bot). I have already completed the following steps:

    • Create a digital bot flow
    • Create intents and utterances
      • intent: check order
      • utterances: multiple sentences, eg. status order, when can I expect my order, ...
    • Create Slot and Slot Type
      • the slot type is regular expression with ^OD-\d{4}

    The bot is working just fine and is detecting the correct intent and if I ask for the slot (orderID) the information is also correctly processed.

    But I would like to detect the intent and the slot in one step. So the customer types in: When can I expect order OD-1234, where 1234 is off course dynamic. I don't want to ask for the orderID again as the customer already provided this information. I have tried to assign the slot in the utterance by marking "OD- " as the slot but this doesn't work. 

    Any ideas welcome as I don't seem to find more info in the documentation.


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Domien De Cleyn
    Telenet BV
    ------------------------------


  • 2.  RE: Utterance with "dynamic" order number
    Best Answer

    Posted 25 days ago

    This is where you use slots in your utterances.  Place an utterance in the Intent that says "when can I expect order OD-1234" and then highlight OD-1234 and choose the orderID slot for that.  Now it will recognize that slot if they say it in that utterance.  Here is a resource article for that: Map slots to utterances - Genesys Cloud Resource Center (mypurecloud.com)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Utterance with "dynamic" order number

    Posted 20 days ago

    Hello Robert,

    Thanks for your feedback, I understand now that in my case the OD-1234 is just a placeholder you use in the utterance. I could also just type in orderID and then assing it to the slot.

    Thanks,

    Domien



    ------------------------------
    Domien De Cleyn
    Telenet BV
    ------------------------------



  • 4.  RE: Utterance with "dynamic" order number

    Posted 19 days ago

    Since the orderID is both Alpha and Numeric, you will only be able to add by using a bot with slot fulfillment.  If the OD is the same or you have a small variation, you could in the Call Flow just ask in a menu for the prefix and then use a Collect Input for the numbers.  



    ------------------------------
    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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