Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Voice bot and IVR silence while knowledge is being retrieved

    Posted 08-15-2023 15:37
    No replies, thread closed.

    Hi all,

    We are testing Voice bots and the ability to surface knowledge articles to the callers. What we have noticed is that when we speak a phrase that is matched to a KB article it can take 2-3 seconds or more for the Bot to begin reading the KB article. This results in several seconds of IVR silence for our caller. 

    Has anyone else experienced this? Hoping there may be a way to reduce this IVR silence. If not, I was going to make a suggestion on the Ideas portal for the ability to play a prompt while searching the KB similar to how we can configure for a Data Action today. That way the caller knows the IVR has heard what was spoken and working on an answer.

    Thanks in advance for any suggestions or tips.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Routing(ACD/IVR)

    ------------------------------
    Shane
    ------------------------------


  • 2.  RE: Voice bot and IVR silence while knowledge is being retrieved

    Posted 08-18-2023 16:30
    No replies, thread closed.

    It happens with any integration-related actions, too.  See https://genesyscloud.ideas.aha.io/ideas/SSA-I-481

    It's likely the same limitation with Knowledge, as under the covers it's doing the same thing (API call to get info).



    ------------------------------
    Paul McGurn
    Manager, Telecom & DevOps
    GoTo
    ------------------------------



Related Content