Hi Arianna,
You should be good without adding all the misspellings and plural/singular variants.
That said, some dramatic misspellings might not get caught. The good news is there is a tool called Knowledge Optimizer (similar to Voices for DX/Bold360) and can catch these if they are frequent enough so you can add them as an utterance that way.
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Anthony Romero
Genesys - Employees
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Original Message:
Sent: 08-24-2023 05:54
From: Arianna Russo
Subject: CX synonym equivalency
Hi Gregory,
Does that mean that we need to add all the synonyms as additional utterances for each intent? Do we need to add misspellings and plurals of the words as well? Thanks!
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Arianna Russo
Original Message:
Sent: 08-23-2023 13:15
From: Gregory LeMay
Subject: CX synonym equivalency
Hi Brett!
In Genesys Cloud the new feature for what Bold360 called Synonyms is called Utterances. Below I've posted a few articles to give you some background on the feature and how to plug into your flow with different slot types!
Utterances Overview
Working with Utterances (Add, Edit, Delete, etc)
Mapping Slots to Utterances
Mapping Utterances by Language
Best,
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Gregory LeMay
Genesys - Employees
Original Message:
Sent: 08-23-2023 10:17
From: Brett Gader
Subject: CX synonym equivalency
We are migrating to the cloud. We've looked in beyond but does anyone know the equivalent to how to create synonyms in CX messenger compared to DX? Thanks!
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Brett Gader
Amica Mutual Insurance Co.
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