DES/Current/Designer/Personas - Revision history

WikiSysop at 13:00, August 31, 2022

2022-08-31T13:00:40Z

WikiSysop at 13:00, May 19, 2022

2022-05-19T13:00:30Z

Brian.marshall@genesys.com: Published

2021-12-15T16:10:58Z

Published

Brian.marshall@genesys.com: Published

2021-09-10T20:30:08Z

Published

Brian.marshall@genesys.com: Published

2021-04-21T15:36:21Z

Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Personas to DES/Current/Designer/Personas: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

2021-04-21T13:59:01Z

Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Personas to DES/Current/Designer/Personas: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:32:18Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:05Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

2020-06-08T15:21:32Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Personas
|TocName=Personas
|Context=Choosing a persona for your application can provide customers with a more personalized experience.
|ComingSoon=No
|Platform=PureEngage
|Role=Administrator
|Application=Designer
|Section={{Section
|sectionHeading=What is a persona?
|anchor=overview
|alignment=Vertical
|structuredtext=Personas are artificial "voices" that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the "robotic" voice typically associated with IVRs, and portray certain personality characteristics or traits that customers might find more appealing or appropriate. For example, you might choose the persona of a formal-sounding male in his 40's for one particular type of application or scenario, and a cheerful female in her 20's for another.

Designer utilizes both Nuance and Google TTS engines to provide the following persona types:

*Samantha (female, 30-40s, professional, calm) – this is also the default persona
*Tom (male, 30-40s, polite, professional)
*Gabriela (female, 20-30s, fresh, engaging)
*Michael (male, 20-30s, curious, geeky
*Diane (female, 40-50s, soothing, silky)
*David (male, 40-50s, professional, confident)

Depending on how you want to use personas, you can set the related System Variable to apply one globally to the entire application, or use a Change Persona block to switch to a different persona at a specific point in the application.

{{NoteFormat|Personas are not enabled by default. To enable personas in an application, go to the Persona tab in the application settings and select Enable Persona.|}}
|Status=No
}}{{Section
|sectionHeading=How do I select a persona?
|anchor=select
|alignment=Vertical
|structuredtext=To set a persona that will be used globally throughout the entire application, go to the System Variables tab in the '''Initialize''' phase. Find the '''Persona''' variable and select the type you want from the list of available personas.

For example:

[[File:Persona system variable.png]]

The persona that you select will be used by any blocks that are using Text-to-Speech (TTS) services, such as '''Play Message''', '''User Input''', '''Menu''', '''Bot''', '''Route Call''', and '''Route Agent'''.

If you don't specify a persona, the default persona is used.
|Status=No
}}{{Section
|sectionHeading=Can the persona be changed?
|anchor=change
|alignment=Vertical
|structuredtext=Yes, you can change the persona dynamically by using a Change Persona block. You can add this block to the Self Service or Assisted Service phase of your application or use it in a shared module.

Switching personas can be useful when you want to use certain personas for specific situations. For example, you might want to use a more formal persona when dealing with sensitive customer issues, or switch to different personas depending on the customer segment being served ("Gold" customers get one type of persona, "Blue" ones get another).

For more information about using this block, see the Change Persona block page.
|Status=No
}}{{Section
|sectionHeading=Managing personas
|anchor=manage
|alignment=Vertical
|structuredtext=You can view a list of available personas on the '''Media Resources''' > '''Personas''' page. From this page, you can select a persona to view additional details about it, such as the '''Language''', '''TTS Provider''', and '''TTS Voice Name'''.

[[File:Managing Personas.png]]
|Status=No
}}{{Section
|sectionHeading=What happens if the language changes?
|anchor=language
|alignment=Vertical
|structuredtext=If the language of the application is changed (such as by a Change Language block), the TTS "voice" continues to use the selected persona. For example, if you are using the persona of a young female and the language changes from English to Spanish, the voice will still use that type of persona. If there is no voice available that matches the selected persona, an alternate voice or TTS service is used for that language.
|Status=No
}}
}}

@@ Line 25: / Line 25: @@
 Depending on how you want to use personas, you can set the related {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=SystemVariables|display text=system variable}} to apply a persona globally to the entire application or use a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} block to switch to a different persona at a specific point in the application.
-{{NoteFormat|The personas that are available can vary, depending on your environment and how you intend to use them (for example, personas are not currently supported for Google Dialogflow CX voicebots). Check with your Genesys representative to confirm which personas are available and supported for your deployment. |}}
+{{NoteFormat|The personas that are available can vary, depending on your environment and how you intend to use them. Check with your Genesys representative to confirm which personas are available and supported for your deployment. |}}
 |Status=No
 }}{{Section

@@ Line 12: / Line 12: @@
 |anchor=overview
 |alignment=Vertical
-|structuredtext=A persona is an artificial voice that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the robotic voice that is typically associated with IVRs and can portray certain personality characteristics that customers might find more appealing or appropriate. For example, you might choose the persona of a formal-sounding male in his 40's for one particular type of scenario and a cheerful female in her 20's for another.
+|structuredtext=A persona is an artificial voice that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the robotic voice that is typically associated with IVRs and can portray certain personality characteristics that customers might find more appealing or appropriate. For example, you might choose a more formal-sounding persona for one particular type of scenario and a cheerful one for another.
 The following are examples of persona types (provided for illustrative purposes only):
-*Samantha (female, 30-40s, professional, calm)
+*Samantha (female, 30-40s)
-*Tom (male, 30-40s, polite, professional)
+*Tom (male, 30-40s)
-*Gabriela (female, 20-30s, fresh, engaging)
+*Gabriela (female, 20-30s)
-*Michael (male, 20-30s, curious, geeky
+*Michael (male, 20-30s)
-*Diane (female, 40-50s, soothing, silky)
+*Diane (female, 40-50s)
-*David (male, 40-50s, professional, confident)
+*David (male, 40-50s)
 Depending on how you want to use personas, you can set the related {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=SystemVariables|display text=system variable}} to apply a persona globally to the entire application or use a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} block to switch to a different persona at a specific point in the application.
@@ Line 70: / Line 70: @@
 |structuredtext=You can view a list of available personas on the '''Media Resources''' > '''Personas''' page. From this page, you can select a persona to view additional details about it, such as the '''Language''', '''TTS Provider''', and '''TTS Voice Name'''.
-[[File:Managing Personas.png]]
+[[File:Des_media_resources_personas.png]]
 |Status=No
 }}{{Section

@@ Line 12: / Line 12: @@
 |anchor=overview
 |alignment=Vertical
-|structuredtext=Personas are artificial voices that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the robotic voice typically associated with IVRs, and portray certain personality characteristics or traits that customers might find more appealing or appropriate. For example, you might choose the persona of a formal-sounding male in his 40's for one particular type of application or scenario, and a cheerful female in her 20's for another.
+|structuredtext=A persona is an artificial voice that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the robotic voice that is typically associated with IVRs and can portray certain personality characteristics that customers might find more appealing or appropriate. For example, you might choose the persona of a formal-sounding male in his 40's for one particular type of scenario and a cheerful female in her 20's for another.
-Designer includes the following persona types:
+The following are examples of persona types (provided for illustrative purposes only):
-*Samantha (female, 30-40s, professional, calm) – this is also the default persona
+*Samantha (female, 30-40s, professional, calm)
 *Tom (male, 30-40s, polite, professional)
 *Gabriela (female, 20-30s, fresh, engaging)
@@ Line 23: / Line 23: @@
 *David (male, 40-50s, professional, confident)
-Your site might also be set up to use additional personas that have been customized for your particular business needs.
+Depending on how you want to use personas, you can set the related {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=SystemVariables|display text=system variable}} to apply a persona globally to the entire application or use a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} block to switch to a different persona at a specific point in the application.
-Depending on how you want to use personas, you can set the related {{Link-SomewhereInThisVersion|manual=Designer|topic=Variables|anchor=SystemVariables|display text=system variable}} to apply one globally to the entire application, or use a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} to switch to a different persona at a specific point in the application.
+{{NoteFormat|The personas that are available can vary, depending on your environment and how you intend to use them (for example, personas are not currently supported for Google Dialogflow CX voicebots). Check with your Genesys representative to confirm which personas are available and supported for your deployment. |}}
 |Status=No
 }}{{Section
@@ Line 60: / Line 60: @@
 |structuredtext=You can use a {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} to dynamically change the persona. You can add this block to the Self Service or Assisted Service phase of your application or use it in a shared module. The new persona takes effect with the next prompt that is played.
-Switching personas can be useful when you want to use certain personas for specific situations. For example, you might want to use a more formal persona when dealing with sensitive customer issues, or switch to different personas depending on the customer segment being served ("Gold" customers get one type of persona, "Blue" ones get another).
+Switching personas is useful when you want to use certain personas for specific situations. For example, you might want to use a more formal persona when dealing with sensitive customer issues, or switch to different personas depending on the customer segment being served ("Gold" customers get one type of persona, "Blue" ones get another).
 For more information about using this block, see the {{Link-SomewhereInThisVersion|manual=Designer|topic=ChangePersona}} page.

@@ Line 14: / Line 14: @@
 |structuredtext=Personas are artificial "voices" that you can use to control Text-to-Speech (TTS) services in your applications. They are designed to sound more natural and conversational than the "robotic" voice typically associated with IVRs, and portray certain personality characteristics or traits that customers might find more appealing or appropriate. For example, you might choose the persona of a formal-sounding male in his 40's for one particular type of application or scenario, and a cheerful female in her 20's for another.
-Designer utilizes both Nuance and Google TTS engines to provide the following persona types:
+Designer includes the following persona types:
 *Samantha (female, 30-40s, professional, calm) – this is also the default persona
@@ Line 22: / Line 22: @@
 *Diane (female, 40-50s, soothing, silky)
 *David (male, 40-50s, professional, confident)
 Depending on how you want to use personas, you can set the related System Variable to apply one globally to the entire application, or use a Change Persona block to switch to a different persona at a specific point in the application.
-{{NoteFormat|Personas are not enabled by default. To enable personas in an application, go to the Persona tab in the application settings and select Enable Persona.|}}
+===Disable personas===
 |Status=No
 }}{{Section
-|sectionHeading=How do I select a persona?
+|sectionHeading=Selecting a persona
 |anchor=select
 |alignment=Vertical
@@ Line 37: / Line 50: @@
 [[File:Persona system variable.png]]
-The persona that you select will be used by any blocks that are using Text-to-Speech (TTS) services, such as '''Play Message''', '''User Input''', '''Menu''', '''Bot''', '''Route Call''', and '''Route Agent'''.
+The persona that you select will be used by any blocks that are using Text-to-Speech (TTS) services, such as '''Play Message''', '''User Input''', '''Menu''', '''Bot''', '''Route Call''', and '''Route Agent'''. If desired, you can change the persona at various points in the application.
-If you don't specify a persona, the default persona is used.
+If personas are enabled for the application and you don't select a specific persona (or choose '''use default''' from the list) the default persona is used. Typically, the default persona is "Samantha", but this can vary depending on your configuration.
 |Status=No
 }}{{Section
-|sectionHeading=Can the persona be changed?
+|sectionHeading=Changing the persona
 |anchor=change
 |alignment=Vertical
-|structuredtext=Yes, you can change the persona dynamically by using a Change Persona block. You can add this block to the Self Service or Assisted Service phase of your application or use it in a shared module.
+|structuredtext=You can use a Change Persona block to dynamically change the persona. You can add this block to the Self Service or Assisted Service phase of your application or use it in a shared module. The new persona takes effect with the next prompt that is played.
 Switching personas can be useful when you want to use certain personas for specific situations. For example, you might want to use a more formal persona when dealing with sensitive customer issues, or switch to different personas depending on the customer segment being served ("Gold" customers get one type of persona, "Blue" ones get another).

← Older revision	Revision as of 13:59, April 21, 2021
(No difference)

@@ Line 5: / Line 5: @@
 |Context=Choosing a persona for your application can provide customers with a more personalized experience.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Role=Administrator
 |Application=Designer

DES/Current/Designer/Personas - Revision history

WikiSysop at 13:00, August 31, 2022

WikiSysop at 13:00, May 19, 2022

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

Brian.marshall@genesys.com: Published

Ed.jamer@genesys.com: Ed.jamer@genesys.com moved page PEC-ROU/Current/Designer/Personas to DES/Current/Designer/Personas: Text replacement - "PEC-ROU/Current/Designer/" to "DES/Current/Designer/"

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"