Genesys Cloud - Main

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.


We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 1/27/2022 5:44:00 PM
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.

We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Good morning Robert,

At the moment I have \w*\ \w* to capture first and last name. I have tried variations of [aA-zZ] and [a-zA-Z] but it's the initial input that I am seeing from the ASR that's the challenge. If I use w* the caller is unaware that "Kate" is being passed as "K8" to the agent's scripts. If I use [aA-zZ] at bot confirmation the bot may respond with "you said K, correct?" forcing the caller to say their name again. At confirmation, sometimes the bot corrects itself and says "Kate" and passes "Kate" as the variable to the agent script but inconsistently. I do have an open ticket with GenCare and they are going to present the issue to engineering. They also tossed around the idea present this issue to the Idea Lab. The idea being that at ASK FOR SLOT creation having some control in advance of letting the ASR know that the variable is all letters only, all digits only, or alphanumeric for instances such as this.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 01-27-2022 19:07
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

What are using for the slot? 

Robert Wakefield-Carl

Tel: 949-268-5104

Cell:310-350-2010

Cal: https://freebusy.link/robertwc

www.Avtex.com

Original Message:
Sent: 1/27/2022 5:44:00 PM
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.

We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

When asking for just spelling of words, you should try [a-zA-Z.-']{1,100}

For general recognition, I would try: ^.*$


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-28-2022 10:00
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

Good morning Robert,

At the moment I have \w*\ \w* to capture first and last name. I have tried variations of [aA-zZ] and [a-zA-Z] but it's the initial input that I am seeing from the ASR that's the challenge. If I use w* the caller is unaware that "Kate" is being passed as "K8" to the agent's scripts. If I use [aA-zZ] at bot confirmation the bot may respond with "you said K, correct?" forcing the caller to say their name again. At confirmation, sometimes the bot corrects itself and says "Kate" and passes "Kate" as the variable to the agent script but inconsistently. I do have an open ticket with GenCare and they are going to present the issue to engineering. They also tossed around the idea present this issue to the Idea Lab. The idea being that at ASK FOR SLOT creation having some control in advance of letting the ASR know that the variable is all letters only, all digits only, or alphanumeric for instances such as this.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 01-27-2022 19:07
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

What are using for the slot? 

Robert Wakefield-Carl

Tel: 949-268-5104

Cell:310-350-2010

Cal: https://freebusy.link/robertwc

www.Avtex.com

Original Message:
Sent: 1/27/2022 5:44:00 PM
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.

We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Robert,

I tried your suggestion but I think the issue relies in the ASR's input assumption.


I believe the regex restriction/formatting comes afterward so regardless of slot type setup the value being passed to be evaluated is alphanumeric.

Thank you,

Eric

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Original Message:
Sent: 01-28-2022 10:18
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

When asking for just spelling of words, you should try [a-zA-Z.-']{1,100}

For general recognition, I would try: ^.*$


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-28-2022 10:00
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

Good morning Robert,

At the moment I have \w*\ \w* to capture first and last name. I have tried variations of [aA-zZ] and [a-zA-Z] but it's the initial input that I am seeing from the ASR that's the challenge. If I use w* the caller is unaware that "Kate" is being passed as "K8" to the agent's scripts. If I use [aA-zZ] at bot confirmation the bot may respond with "you said K, correct?" forcing the caller to say their name again. At confirmation, sometimes the bot corrects itself and says "Kate" and passes "Kate" as the variable to the agent script but inconsistently. I do have an open ticket with GenCare and they are going to present the issue to engineering. They also tossed around the idea present this issue to the Idea Lab. The idea being that at ASK FOR SLOT creation having some control in advance of letting the ASR know that the variable is all letters only, all digits only, or alphanumeric for instances such as this.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 01-27-2022 19:07
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

What are using for the slot? 

Robert Wakefield-Carl

Tel: 949-268-5104

Cell:310-350-2010

Cal: https://freebusy.link/robertwc

www.Avtex.com

Original Message:
Sent: 1/27/2022 5:44:00 PM
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.

We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------

Sorry, I forgot you need to include a space in the regex for just letters:  [a-zA-z. -}[1-100].

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-28-2022 15:27
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

Robert,

I tried your suggestion but I think the issue relies in the ASR's input assumption.

I believe the regex restriction/formatting comes afterward so regardless of slot type setup the value being passed to be evaluated is alphanumeric.

Thank you,

Eric

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 01-28-2022 10:18
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

When asking for just spelling of words, you should try [a-zA-Z.-']{1,100}

For general recognition, I would try: ^.*$


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-28-2022 10:00
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

Good morning Robert,

At the moment I have \w*\ \w* to capture first and last name. I have tried variations of [aA-zZ] and [a-zA-Z] but it's the initial input that I am seeing from the ASR that's the challenge. If I use w* the caller is unaware that "Kate" is being passed as "K8" to the agent's scripts. If I use [aA-zZ] at bot confirmation the bot may respond with "you said K, correct?" forcing the caller to say their name again. At confirmation, sometimes the bot corrects itself and says "Kate" and passes "Kate" as the variable to the agent script but inconsistently. I do have an open ticket with GenCare and they are going to present the issue to engineering. They also tossed around the idea present this issue to the Idea Lab. The idea being that at ASK FOR SLOT creation having some control in advance of letting the ASR know that the variable is all letters only, all digits only, or alphanumeric for instances such as this.

Thank you,

------------------------------
Eric Allen
Vervent, Inc.

Original Message:
Sent: 01-27-2022 19:07
From: Robert Wakefield-Carl
Subject: ASR assumption of numerical input at ASK FOR SLOT

What are using for the slot? 

Robert Wakefield-Carl

Tel: 949-268-5104

Cell:310-350-2010

Cal: https://freebusy.link/robertwc

www.Avtex.com

Original Message:
Sent: 1/27/2022 5:44:00 PM
From: Eric Allen
Subject: ASR assumption of numerical input at ASK FOR SLOT

We have a challenge when asking a customer for their name when the name contains a string that sounds like a number. For example, if the caller's name is "Kate" or "Nate" the utterance history shows the input as "K8" or "N8". If I use regex to restrict the input passed in the flow to letters only, the bot at confirmation will ask "You said K, is that correct?"; stripping away the assumed number. If I set the bot to ask the name again, it sometimes corrects itself and will capture "Kate" or "Nate" at confirmation.

We don't want to pass just "K" or "K8" to the agents' scripts. How are other architects overcoming this issue? I am assuming I could do an update data and swap the "8" with "ate" but just thought I would ask to get some ideas.

Much appreciated.
#ArchitectureandDesign
#DigitalChannels
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Eric Allen
Vervent, Inc.
------------------------------