Genesys Cloud - Main

Hi All, 

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language. 

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time. 

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

The only way to do that is use a bunch of tasks.
Task 1: Play Audio for the English part, Set Language to Spanish, then jump to 
Task 2: Play Audio for Spanish part, Set Language to Mandarin, then jump to
Task 3: Play Audio for Mandarin, . . .
At the end you probably want to switch back to English, then jump to a task with a Collect Input action.
The cons of doing this (other than being complicated) is that if the caller presses a digit while the flow is still going through the list of actions, the Collect Input action will not hear it b/c it hasn't started listening yet.

Honestly using prompts is a much better solution.



------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Unfortunately, it is locked down to one language at a time, and way cumbersome to flip from one flow to another in rapid succession to flip languages for each TTS prompt. In the past I have just typed my best approximation of the Spanish or French or whatever and let the English TTS slaughter it.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

(I was typing and researching while Melissa was creating her answer and sent almost simultaneously...so she laid the multiple flows part out well.)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-09-2019 09:57
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

Unfortunately, it is locked down to one language at a time, and way cumbersome to flip from one flow to another in rapid succession to flip languages for each TTS prompt. In the past I have just typed my best approximation of the Spanish or French or whatever and let the English TTS slaughter it.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Thanks Melissa and George. 

I'll see what I can sort out. Melissa, using prompts is problematic for us and we are trying to move away from that. I'm personally a big fan of the Polly integration as it allows us to seamlessly use Lex. Which, now that I type that, might be an option here.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-09-2019 09:59
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

(I was typing and researching while Melissa was creating her answer and sent almost simultaneously...so she laid the multiple flows part out well.)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-09-2019 09:57
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

Unfortunately, it is locked down to one language at a time, and way cumbersome to flip from one flow to another in rapid succession to flip languages for each TTS prompt. In the past I have just typed my best approximation of the Spanish or French or whatever and let the English TTS slaughter it.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Looks like you can switch betwixt languages using Polly + ssml: 

https://developer.amazon.com/docs/custom-skills/speech-synthesis-markup-language-ssml-reference.html#voice

I'll dig into this a bit and see what happens.

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-09-2019 11:07
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Thanks Melissa and George.

I'll see what I can sort out. Melissa, using prompts is problematic for us and we are trying to move away from that. I'm personally a big fan of the Polly integration as it allows us to seamlessly use Lex. Which, now that I type that, might be an option here.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 09-09-2019 09:59
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

(I was typing and researching while Melissa was creating her answer and sent almost simultaneously...so she laid the multiple flows part out well.)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-09-2019 09:57
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

Unfortunately, it is locked down to one language at a time, and way cumbersome to flip from one flow to another in rapid succession to flip languages for each TTS prompt. In the past I have just typed my best approximation of the Spanish or French or whatever and let the English TTS slaughter it.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Ok... so it's a combo solution. Thought occurred to me that you can create .wav files of various polly voices and cobble them together to create a single prompt with multiple languages that sounds like TTS, but is actually an audio prompt. 

There's a python sample out there that explains how to use boto3 to create an audio file that gets dropped into s3 here: 

https://docs.aws.amazon.com/polly/latest/dg/StartSpeechSynthesisTaskSamplePython.html

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Original Message:
Sent: 09-09-2019 11:24
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Looks like you can switch betwixt languages using Polly + ssml:

https://developer.amazon.com/docs/custom-skills/speech-synthesis-markup-language-ssml-reference.html#voice

I'll dig into this a bit and see what happens.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 09-09-2019 11:07
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Thanks Melissa and George.

I'll see what I can sort out. Melissa, using prompts is problematic for us and we are trying to move away from that. I'm personally a big fan of the Polly integration as it allows us to seamlessly use Lex. Which, now that I type that, might be an option here.

------------------------------
Dean Thames
Koch Business Solutions

Original Message:
Sent: 09-09-2019 09:59
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

(I was typing and researching while Melissa was creating her answer and sent almost simultaneously...so she laid the multiple flows part out well.)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-09-2019 09:57
From: George Ganahl
Subject: Multiple Language Support in Same Menu / Audio Sequence

Unfortunately, it is locked down to one language at a time, and way cumbersome to flip from one flow to another in rapid succession to flip languages for each TTS prompt. In the past I have just typed my best approximation of the Spanish or French or whatever and let the English TTS slaughter it.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 09-06-2019 16:38
From: Dean Thames
Subject: Multiple Language Support in Same Menu / Audio Sequence

Hi All,

I have a customer that's wanting to migrate to an all TTS IVR using Polly. We currently use  wav files to advise them of their options, and several of these are multi-language prompts for non-English speakers:  "for Spanish, press 5, for Mandarin, press 6" etc... Except in that language.

I'd like to do this with TTS, but not seeing it... seems like there should be a way to play one text block in English, then another in Spanish, and so on,  but it looks to me like it's locked down to just one at a time.

Am I missing something?
#Routing(ACD/IVR)

------------------------------
Dean Thames
Koch Business Solutions
------------------------------