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Knowledge follow-up tasks in bot flows and digital bot flows 

09-24-2023 18:22

In this video, Guru discusses a new feature Knowledge follow-up tasks in bot flows and digital bot flows

Flow authors can now use knowledge follow-up tasks, in addition to knowledge follow-up statements, to guide participants to the next bot flow and digital bot flow steps. This feature enables flow authors to enhance the customer experience by customizing the knowledge behavior. For example, in confirmation or disambiguation situations, the bot can direct the customer to a new location, digital menu, or through personalized logic. For more information, see Add knowledge to your bot flow. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital license.

Presenter: @Guru Prasadh Jeevan Rao

Release notes: https://help.mypurecloud.com/releasenote/august-16-2023/

#TAMStudios #FeatureReview

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com  


#ConversationalAI(Bots,AgentAssist,etc.)
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Aaron Montanari
03-18-2024 11:33

Great Video, Thank you very much.  Helpful.  I have some follow up questions about this feed back.

  1. Are the Yes / No Answers stored anywhere in built in variables? to say in the follow up task determine if it helped or didn't or choose different paths to take if yes is press versus no.
  2. In your examples you always said yes, but what would happen if you said no?
  3. Why were there two different worded phrases for the follow up question?

Thank you

Aaron

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