Dialog verbatim control

You use the verbatim setting to ensure that the CSR adheres to the text that you've entered in dialogs. The dialog text, or script, is displayed at the top of the current customer interaction. For example, when the interaction starts, the script displays "How can I help you today, Mr Brown?"

You can configure Dialogs for all interactions as well as dialogs for specific case types. For example, for the Address Change case type, we have configured dialogs for the following:

• Account address change: May I have the new address for your account, please?
• Account address change: I have made that change. Should I update the addresses of the other accounts you own, <Contact salutation> <Contact Last name>?

You can configure dialogs in the configuration manager portal. For information on configuring dialogs, see Guiding a customer service agent with dialogs.

The following figure shows the dialogs configured for the Address change case.

For each dialog, you can set whether the CSR should say the script verbatim. To enable script adherence for a particular dialog, you select the This dialog must be delivered verbatim when Voice AI is enabled for the CSR option. In the Account address change example, the option is selected for the following dialog:

If the option is not selected, Voice AI does not check the dialog for script adherence.

The setting for Verbatim dialog threshold, which is set in the Voice AI configuration set, determines whether the words match enough for Voice AI to consider near verbatim, for example, an 80% match.

---

This Topic is available in the following Module:

• Script adherence v3