Genesys Cloud - Main

Is there any way of "fine tuning" the voice bot's understanding when processing caller inputs? An issue we are facing is that we are using a voice bot for ID&V, as part of this process we ask the caller for their company name, and look to match this against a variable stored in a Dynamic List slot type. Some of these company names end in "Ltd." but the bot does not match the word "limited" to this which is causing people to fail the process, despite providing correct details. If you say the letters "L T D" instead then the input matches, but annoyingly when the bot reads the input back to you in the confirmation, it says the word "limited" instead of "L T D". 

Hi James,

Since you mentioned you are already using a Dynamic List slot, you might try adding synonyms for the company names. For example:

Reference Value: Example Company Ltd
Synonyms: Example Company Limited, Example Company L T D

This can help the bot recognize different spoken variations and still resolve them to the same value.

Another option could be to normalize the captured value before validation (for example mapping “limited” to “ltd” in the flow logic).

Hope this helps , perhaps someone else from the community might have a different way of handling this scenario as well.

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Phaneendra
Technical Solutions Consultant
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Hi Phaneendra,

Thank you for the suggestion! As we are just storing a single variable (retrieved from customer CRM data action) in the Dynamic List I'm not sure it would be feesible to use the Synonyms option, however your suggestion has prompted to me try something else which seems to have done the trick! I have added a second entry to the Dynamic List which checks if the value contains "Ltd." and if so it replaces it with "Limited". 

The exact expression I am using is: If(Contains(Flow.companyname,"Ltd."),Replace(Flow.companyname,"Ltd.","Limited"),Flow.companyname)

Thanks again for your help!

Good to know it's all working for you James.