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  • 1.  Knowledge confirmation Message

    Posted 11-20-2024 00:38
    No replies, thread closed.

    Hi,

    In Genesys Digital Bot, is there a way to customize the knowledge confirmation response after the No Match Confirmation Apology is played?

    For example, my bot currently plays: "Did I help you with that? Please say 'Yes' or 'No'" as the knowledge confirmation. When there is no match, the system plays the No Match Confirmation Apology and then repeats the knowledge confirmation.

    I am trying to customise this behavior but haven't found a way to do so yet. I don't want the knowledge confirmation message to play after the no Match confirmation apology. 

    Appreciate any workaround suggestion. 


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Maria Alston
    QPC Australia
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  • 2.  RE: Knowledge confirmation Message
    Best Answer

    Posted 11-20-2024 07:20
    No replies, thread closed.

    Hello Maria, 

    Did you take a look at this documentation? It looks like something like "Customize No Match" or "No Match Reprompt" actions might be something you are looking for. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


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