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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-01-2024 05:01
From: Domien De Cleyn
Subject: Utterance with "dynamic" order number
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
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Domien De Cleyn
Telenet BV
Original Message:
Sent: 06-26-2024 00:41
From: Robert Wakefield-Carl
Subject: Utterance with "dynamic" order number
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)
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-23-2024 11:10
From: Domien De Cleyn
Subject: Utterance with "dynamic" order number
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.)
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Domien De Cleyn
Telenet BV
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