Great News for Dialogue Engine Bot Flows
On June the 14th 2023, Genesys announced that Genesys Dialogue Engine Bot Flow and Genesys Digital Bot Flows would now be configurable to allow different languages. This is excellent news, because it means we can half the amount of time required to manifest new Bot Flows in multilanguage Contact Centres.
Several other new features are also being released, with a focus around dashboards and performance views management. A handy one is that Supervisors may now receive real time notifications when an agents spends more time in the "after call work" status than a specified duration. This way, Supervisors have a more immediate way available to them for keeping track of an agents actual performance. Supervisors can easily create an "alert rule" for this purpose.
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows
Given we are right in the middle of constructing a very large Bot driven speech enabled IVR for a client with English and French language, speech recognition, with two phases of "no input" and "error" conditions with fallback to Dual Tone Multifrequency (DTMF) based fallback the timing of this change couldn't have been better!
In the past, we'd have to build a Bot for English language, then the same Bot again for Spanish and yet another for French, and so on. Given flow authors can now create, train and test each language in the bot flow just once, including all of its associated audio and text prompts, things are going to get quicker! The new feature allows us to create a single Bot with an immediate ability to support multiple languages. We still have to worry about the slots and the utterances to intents, as well as build the customised output using the communication sequence builder, getting it right across multiple language in a single go is still going to be tricky and require a careful approach.
Wrapping Up
The new multilanguage Bots feature is available from Genesys Cloud CX 1 license tier and upwards and we were using it instantly the moment it was published!