Genesys Cloud - Main

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Thanks Robert
The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

The questions are all finance/property based and if the criteria is met the suggested service is always the same
So currently 
Do you own X
Yes - You require our service
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - you require our service

What we are looking to do
Do you own X
Yes - Store quick response
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - store quick response

You require our services because you responded
Do you own x Yes
Over 51

Hope that makes sense

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 02-01-2022 10:59
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Not sure what you have already tried,
But just having multiple Ask for Slot Actions in a row. One for each of those. And then a To Communicate using Slot.Slotname to read the slot value should get what you are after

------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 02-02-2022 04:52
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Thanks Robert
The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

The questions are all finance/property based and if the criteria is met the suggested service is always the same
So currently
Do you own X
Yes - You require our service
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - you require our service

What we are looking to do
Do you own X
Yes - Store quick response
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - store quick response

You require our services because you responded
Do you own x Yes
Over 51

Hope that makes sense

------------------------------
Philip Thys
British Telecommunications PLC

Original Message:
Sent: 02-01-2022 10:59
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

In addition, you will want If statements

If(Slot.Slot1=="no", "", Slot.Slot1)

That will display only that slot if not no.

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

Original Message:
Sent: 02-02-2022 20:09
From: Anton Vroon
Subject: Bot Flow Return Confirmation Of Quick Reponses

Not sure what you have already tried,
But just having multiple Ask for Slot Actions in a row. One for each of those. And then a To Communicate using Slot.Slotname to read the slot value should get what you are after

------------------------------
Anton Vroon

Original Message:
Sent: 02-02-2022 04:52
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Thanks Robert
The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

The questions are all finance/property based and if the criteria is met the suggested service is always the same
So currently
Do you own X
Yes - You require our service
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - you require our service

What we are looking to do
Do you own X
Yes - Store quick response
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - store quick response

You require our services because you responded
Do you own x Yes
Over 51

Hope that makes sense

------------------------------
Philip Thys
British Telecommunications PLC

Original Message:
Sent: 02-01-2022 10:59
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Thanks Guys

Current config has Ask for slot for each question followed by a switch with any matches to policy getting the "you may require our services" message and passed to an agent.

I'll give the suggestions a go and no doubt come back with more questions

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 02-02-2022 20:17
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

In addition, you will want If statements

If(Slot.Slot1=="no", "", Slot.Slot1)

That will display only that slot if not no.

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

Original Message:
Sent: 02-02-2022 20:09
From: Anton Vroon
Subject: Bot Flow Return Confirmation Of Quick Reponses

Not sure what you have already tried,
But just having multiple Ask for Slot Actions in a row. One for each of those. And then a To Communicate using Slot.Slotname to read the slot value should get what you are after

------------------------------
Anton Vroon

Original Message:
Sent: 02-02-2022 04:52
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Thanks Robert
The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

The questions are all finance/property based and if the criteria is met the suggested service is always the same
So currently
Do you own X
Yes - You require our service
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - you require our service

What we are looking to do
Do you own X
Yes - Store quick response
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - store quick response

You require our services because you responded
Do you own x Yes
Over 51

Hope that makes sense

------------------------------
Philip Thys
British Telecommunications PLC

Original Message:
Sent: 02-01-2022 10:59
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Got it working!
Ask for slot A
Ask for slot B

Decision
Slot.A=="Value"
or
Slot.B=="Value"
Result Yes

"We believe you require our services because you answered"

Decision
Slot.A=="Value"
Yes
Communicate
Text question one text
ToCommunication(Slot.A)

Decision
Slot.B=="Value"
Yes
Communicate
Text question two text
ToCommunication(Slot.B)

Many Thanks for your help

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------

Original Message:
Sent: 02-02-2022 20:17
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

In addition, you will want If statements

If(Slot.Slot1=="no", "", Slot.Slot1)

That will display only that slot if not no.

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

Original Message:
Sent: 02-02-2022 20:09
From: Anton Vroon
Subject: Bot Flow Return Confirmation Of Quick Reponses

Not sure what you have already tried,
But just having multiple Ask for Slot Actions in a row. One for each of those. And then a To Communicate using Slot.Slotname to read the slot value should get what you are after

------------------------------
Anton Vroon

Original Message:
Sent: 02-02-2022 04:52
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Thanks Robert
The good thing is, it's a chat rather than voice bot so we don't need to worry about robots!

The questions are all finance/property based and if the criteria is met the suggested service is always the same
So currently
Do you own X
Yes - You require our service
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - you require our service

What we are looking to do
Do you own X
Yes - Store quick response
no
Do you have investments of 0-10, 11-50, over 51
Over 51 - store quick response

You require our services because you responded
Do you own x Yes
Over 51

Hope that makes sense

------------------------------
Philip Thys
British Telecommunications PLC

Original Message:
Sent: 02-01-2022 10:59
From: Robert Wakefield-Carl
Subject: Bot Flow Return Confirmation Of Quick Reponses

Simply, you would want to write the selections to a collection and then parse that out for TTS back to the caller.  The hard part will be getting the list to sound natural instead of some robot reading back a list of selections.  For instance, if you had a product, a problem, and a customer value, you would have entirely different messages with each.  I guess you could build a TTS script as each selection is made and then just speak back that with a ToCommunicate.

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

Original Message:
Sent: 02-01-2022 10:29
From: Philip Thys
Subject: Bot Flow Return Confirmation Of Quick Reponses

Hi
We currently have a bot that runs through a number of quick response type questions to determine if a customer requires our services, depending on the response we route the call to an agent or we continue through the questions.

Rather than route to an agent on the first positive response we would like to ask all the questions and route to an agent saying " we are passing you through to an agent based your answers" then list the applicable quick responses.

Is there a way to do this solely in a Bot Flow?

TIA
#ArchitectureandDesign
#DigitalChannels

------------------------------
Philip Thys
British Telecommunications PLC
------------------------------