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  • 1.  AI Guide suitable to build Conversation-IVR?

    Posted 26 days ago

    Hi All, I'm currently exploring the use of AI Guide for building a conversational-IVR solution. May I know if anyone has prior experience using AI Guide for this purpose? or whether AI Guide is suitable for a conversational‐IVR solution that needs to route calls to more than 10 different queues? Thanks in advance for your response and comments. 


    #Architect

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    Hann Chiad Hooy
    MR
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  • 2.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 26 days ago

    Hi Hann Chiad Hooy

    The AI Guide can work well in a conversational IVR. It captures the outputs and passes them to the flow for routing. There's no fixed limit on the number of queues, it's possible to route to more than 10 using flow logic after the Guide block runs. In summary, the Guide collects the information, and the Bot Flow performs the routing as defined.



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    Luiz Rosa
    Full stack developer
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    Original Message


  • 3.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 25 days ago

    Hi @Luiz Rosa 

    Thanks so much for your reply! Really appreciate you taking the time to share your thoughts. I'm just wondering if all of that can be done within 1 single Guide or if it requires multiple Guides? If you happen to have any sample Guides you could share for my reference and learning, that'd be great. Thanks again.



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    Hann Chiad Hooy
    MR
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    Original Message


  • 4.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 23 days ago

    Hi @Hann Chiad Hooy

    Regarding the use of a single guide or multiple guides. In my experience, and even given the limitations that still exist in the feature, creating more specialized guides has proven to be better than a single general guide. We were able to configure them to provide maximum coverage of a specific topic.

    I miss a memory feature, where one guide can access the content of the other to provide better customer service.





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    Debora Lopes
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    Original Message


  • 5.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 25 days ago

    Hi @Luiz Rosa

    Thanks so much for your reply! Really appreciate you taking the time to share your thoughts. I'm just wondering if all of that can be done within 1 single Guide or if it requires multiple Guides? If you happen to have any sample Guides you could share for my reference or learning, that'd be great. Thanks again.



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    Hann Chiad Hooy
    MR
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    Original Message


  • 6.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 25 days ago

    Greetings @Hann Chiad Hooy - As you begin your AI Guides journey, I'd strongly recommend you review these community posts to hear some other experiences with the current AI Guides feature. It will definitely help you avoid some initial frustration while Genesys works out the kinks in version 1:



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 7.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 25 days ago

    Hi @Brian Jones

    Thanks a lot for your response and sharing. Just wondering if you have any sample Guides (in particular to conversation-IVR) you could share for my reference and learning? Thanks again.



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    Hann Chiad Hooy
    MR
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    Original Message


  • 8.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 24 days ago

    In my experience, given the AI Guides feature is still in its infancy, it's hard to provide the perfect conversational experience using solely Guides. And yes, it tends to be best to have separate Guides perform separate tasks instead of trying to build a single Guide to do everything. That said, we're still waiting on some form of "Guide to Guide Handoff" capability to make that process more seamless though.

    As mentioned in some of the threads I've shared, currently the most reliable approach is to build a hybrid experience where a deterministic Virtual Agent experience with some handoffs here/there to an AI Guide to perform some very basic conversational (non-deterministic) portions of the flow. The great part about the AI Guide generation feature is you can literally type a description of what you want that Guide to do and the system will essentially write the prompt for you.

    Here are some important resources to reference during your learning:



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 9.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 21 days ago
    Edited by Hann Chiad Hooy 21 days ago

    @Brian Jones Thank you so much for the learning guide reference.



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    Hann Chiad Hooy
    MR
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    Original Message


  • 10.  RE: AI Guide suitable to build Conversation-IVR?

    Posted 24 days ago

    As eluded to, think of the current AI Guides as version 1.0 with many more to come.  I feel that for the price, it is extremely capable to add extra functionality to your current IVR for single intents, but not to replace your bot flows completely.  We are limited in a Guide with 10 variables, only 4 data actions and only 5 input/output variables per action.  So, if you have a form you want to collect or a selection of service or maybe initiating a return, you will find Guides easy to use and at only a $1 per conversation, you can't beat the price for features.  I don't think any other vendor has agentic AI capabilities that can actually be used.  Just remember:

    • keep it to a single intent
    • clearly design a prompt to describe all you want the Guide to do
    • limit data actions or use them in your Bot flow after exiting Guide
    • Don't try to script every agent conversation and let the Guide create them on its own. 


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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
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    Original Message


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