Genesys Cloud - Main

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

So I think it will be better to let the knowledge responses be handled in a more general way, but I understand that right now, you don't have the controls you need.

My initial proposal is adding more control to the answer follow up, such as letting you add a digital menu or other response types. I'd love to understand more about what you are looking for that can both be easy and universal to set up, while still allowing you to build the experience you have in mind.

Im happy to just hear more about what you wish it could do here, or we can set up a call to understand if that's easier.

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

So I think it will be better to let the knowledge responses be handled in a more general way, but I understand that right now, you don't have the controls you need.

My initial proposal is adding more control to the answer follow up, such as letting you add a digital menu or other response types. I'd love to understand more about what you are looking for that can both be easy and universal to set up, while still allowing you to build the experience you have in mind.

Im happy to just hear more about what you wish it could do here, or we can set up a call to understand if that's easier.

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

So I think it will be better to let the knowledge responses be handled in a more general way, but I understand that right now, you don't have the controls you need.

My initial proposal is adding more control to the answer follow up, such as letting you add a digital menu or other response types. I'd love to understand more about what you are looking for that can both be easy and universal to set up, while still allowing you to build the experience you have in mind.

Im happy to just hear more about what you wish it could do here, or we can set up a call to understand if that's easier.

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

So I think it will be better to let the knowledge responses be handled in a more general way, but I understand that right now, you don't have the controls you need.

My initial proposal is adding more control to the answer follow up, such as letting you add a digital menu or other response types. I'd love to understand more about what you are looking for that can both be easy and universal to set up, while still allowing you to build the experience you have in mind.

Im happy to just hear more about what you wish it could do here, or we can set up a call to understand if that's easier.

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

And then.. it seems like I am in a black hole. I can't offer a digital menu or options to the customer. I can't make a decision in my Architect flow based off what knowledge response was given. I'm just sitting in the flow, seemingly stuck.

If I was using the old bot flows, I defined my Knowledge path out of my "Ask for Intent" step and was able to control the behavior for what happens when knowledge is surfaced. In the Digital Bot Flows, It seems like I have no control over the customer experience if the customer asks a question to the Digital Menu. What this forces me to do is create a click-driven Knowledge Experience where I have to hard code my knowledge articles in the flow and provide click options for each of those articles, which of course uses no AI.

Am I missing anything here on how to take control of the experience after a customer asks a knowledge question?

Thanks,
Peter





#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Hi Peter,

I was recently facing a similar issue when I started to explore the art of the possible with Genesys Dialog Engine Digital Bot Flows.
After reading your issue and seeing the responses from others and the IDEA submitted to provide a solution to this problem of not being able to build a flow for the interaction once it hits Knowledgebase, I managed to work around it and get the interaction to other parts of the flow using Intents (multiple utterances per intent) and point them to reusable tasks.

As you mentioned, the Knowledge base can be executed from any part of the flow (I've seen the same from my testing). My bot flow relies on Digital Menu to offer clients 3 options. Two are about getting more information about Product 1, and Product 2 and 3rd one is to go to Agent (go to queue). The problem is that the Digital Menu path to provide more information about Product 1 and Product 2 ends with "Wait for Input" action that is asking the customer what would they like to know and then listens for input and Bot uses that Input to search the Knowledgebase.

The "Wait for Input" action does not allow any exit points because it simply ends with "End of Task". Please correct, me if I'm using this action wrongly as I'm really just exploring what's possible and for some reason, the Digital Bot Flow documentation is not complete. Some articles at help.mypurecloud.com miss certain configuration parameters, and don't go into detail about what they actually do, so I ended up just testing everything to see how it works :)

What I saw was as soon as it hit Knowledge base and the "Wait for Input" action, the interaction was stuck in that flow part in that step. They could keep asking Knowledge base about articles for 72h until their session times out :D

With this setup of Intents pointing to Reusable tasks with full call flows or sections needed, the customer never felt they need to go up or down the hierarchy to get where they want to go. Simply offer them the "Wait For Input" action in the "Question" and "No Match" sections to also say something like "Wait for input" action setup with an offer of "For more options type *Help*" at the end of each response (Question and No Match).



This then matches against an Intent and those are set up to reroute the interaction to individual reusable tasks and execute that prt of the message flow.



This then triggers individual Reusable task message flows (actions) setup for each intent and the interaction follows each action.




My Main Digital Menu with two message flow branches that I couldn't get the interaction out of originally is now working nicely with this approach.





I'm new to bots in Genesys and even more to digital Bots. I don't know if this is something that would or wouldn't work for you, or if you already know about this and you're facing a different issue :) But I was glad I got this to work otherwise the Digital Bot flows would be largely useless for anything else than send-and-forget single path routing.


------------------------------
Thanks, Patrik

Original Message:
Sent: 12-27-2022 12:45
From: Peter Stoltenberg
Subject: Digital Bot Flows and Knowledge

Hello,

I am playing around with the new digital bot flows and ran into a roadblock while integrating knowledge v2. Here is my use case:

1. At the very beginning of my digital bot flow, I am offering a Digital Menu. The customer can either press a button for "Make a Payment, Speak with a Rep, or Ask a Question".
2. If the customer, instead of clicking a button, types a question.. such as "How do I make a payment", the Knowledge Base is triggered (because I have a corresponding piece of knowledge, which is great).
3. Once the customer confirms the Knowledge.. then the Disambiguation "Answer Follow-up" message is sent..

And then.. it seems like I am in a black hole. I can't offer a digital menu or options to the customer. I can't make a decision in my Architect flow based off what knowledge response was given. I'm just sitting in the flow, seemingly stuck.

If I was using the old bot flows, I defined my Knowledge path out of my "Ask for Intent" step and was able to control the behavior for what happens when knowledge is surfaced. In the Digital Bot Flows, It seems like I have no control over the customer experience if the customer asks a question to the Digital Menu. What this forces me to do is create a click-driven Knowledge Experience where I have to hard code my knowledge articles in the flow and provide click options for each of those articles, which of course uses no AI.

Am I missing anything here on how to take control of the experience after a customer asks a knowledge question?

Thanks,
Peter





#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------