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  • 1.  Agent escalation phrases in voice and digital bot flows

    Posted 07-24-2025 10:04
    No replies, thread closed.

    Hi, 

    On this following page Agent escalation in voice and digital bot flows - Genesys Cloud Resource Center I am looking at the Dutch phrases that are being used as an escalation to an agent. 

    I wonder where these Dutch phrases are coming from and who (or what) made the translation. 
    Some of them are realy weird and do not make sence at all. 

    example:

    Dutch: doorverbindt met vos deskundige

    If I translate this into English: "put through to fox expert"

    It almost looks that a translation was being used from French to Dutch?

    Can someone from Geneys confirm that these frases are indeed correct and as such used for escalation?
    If so, how can these be improved and can more phrases be added. 

    One of the to be added would be "I do not want to speak to a robot"

    Thxs for helping.


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

    ------------------------------
    Rolph Lieverse
    Service Engineer
    ------------------------------


  • 2.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 07-24-2025 10:57
    No replies, thread closed.

    Hi Rolph,

    This would need a case with Product Support so that it can be raised to the correct team to check and update the translations.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Agent escalation phrases in voice and digital bot flows
    Best Answer

    Posted 07-25-2025 07:54
    No replies, thread closed.

    Hi Rolph,

    I am one of the Product Managers for Bot Flows/Virtual Agents. I sent this to the team. The confirmed it was a mistranslation but all the others look ok. They are also going to look at adding the phrase you suggested.

    On another note, we are actively looking into the ability for users to customize their own agent escalation phrases. I dont have a date for that just yet but it is on the list to be prioritised very soon.

    Happy bot building,

    Nicola



    ------------------------------
    Nicola Conlon
    Product Manager
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 07-25-2025 08:31
    No replies, thread closed.

    Hi Nicola, 
    Thank you very much for your help. 

    For the meantime we now also created an extra 'intent' with our own phrases for agent escalation. This helps already. 
    Although the switching between intents is not yet optimal, but coming soon when I am correct(?).

    Regards,

    Regards,



    ------------------------------
    Rolph Lieverse
    Service Engineer
    ------------------------------

    Original Message


  • 5.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 15 days ago
    No replies, thread closed.

    Hi @Nicola Conlon,

    Do you perhaps already have a date for the ability where users can customize their own agent escalation phrases? 
    We are actively promoting the digital bot (going to virtual) in our organisation, but still see unexpected behavior when customers want to escalate but is not being recognized by Genesys. 
    It is quite cumbersome to raise a case every time to have phrases added for our organization specifically. 

    Thxs for your reply.



    ------------------------------
    Rolph Lieverse
    Service Engineer
    ------------------------------

    Original Message


  • 6.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 07-25-2025 09:39
    No replies, thread closed.

    Maybe it was meant to be a term indicating an "expert fox" instead...foxes are supposed to be witty and sly, after all...

    :-)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 7.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 07-25-2025 10:18
    No replies, thread closed.

    It could be that the AI knows your agents are real good lookers!



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

    Original Message


  • 8.  RE: Agent escalation phrases in voice and digital bot flows

    Posted 07-25-2025 10:24
    No replies, thread closed.

    Ha! (That thought did cross my mind)



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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