Hello Robert,
many thanks for your update. I think that, using Dialogflow CX as bot engine, we can use just the first approach (and we're trying to follow this way through the usage of "conversation" API of Dialogflow and putting the result in the outcome of the bot flow). I'd like to use also milestones, but I think it could be more effective when using Genesys Dialog Engine, where you can put milestones within the flow; when using DFCX I think it could be possible just splitting the bot in several smaller "building blocks" to link together in a flow.
Anyway, I'm not familiar with milestones (yet), but it seems to me you cannot add variables in a milestone so, it is not suitable for our current use case where the main purpose is to show the transcription on the agent side, after a call transfer to a human agent.
Am I right?
Thanks again for your suggestion!
------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------
Original Message:
Sent: 05-22-2022 10:40
From: Robert Wakefield-Carl
Subject: Voicebot transcript when transferring call to an agent
You have a couple of options here. First, the voicebot can create the "transcript" from intents and slots to allow a flow of the conversation. That would then be feed into the script as context and presented to the agent either as a text block or some other form of the journey. I prefer using Milestones in bot flows to show what was conducted in the bot. I don't really care about the order since I can always use the Utterance History to get the full journey and slot information. All this is assuming you are using the Genesys Bot Flows. If using external bots, you have other issues that would need to be addressed.
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-21-2022 09:48
From: Giuliano Ferri
Subject: Voicebot transcript when transferring call to an agent
Hello Community,
I was wondering if there is a way to pass the transcription of a conversation with a voicebot (in our case based on Google Dialogflow CX) to an agent, when you're transferring the call from voicebot.
Is this an use case already managed or do you have to do some custom development (for example, getting the transcript from Google and store it in a participant data)?
Does anyone already have this requirement?
Any hints would be greatly appreciated.
#ConversationalAI(Bots,AgentAssist,etc.)
------------------------------
Giuliano Ferri
Indra Italia spa
------------------------------