alphanumeric inputs in IVR

[Deepakgcp]

Hi All,
We are working on a requirement where we would like to use voice bot/IVR to allow customers to say their passcode (alphanumeric) for account verification. Here is the question -

So passwords like (below) won’t be an issue in Dialogflow CX to recognize? Will it know how to decipher these (Exp: Capitolcfm1.. will it think the cx is saying to capitalize CFM? )
PW: WLS32168
PW: Captiolcfm1
PW: monkey1
PW: Chady142477

alphanumeric inputs can be taken but how to except above said passwords in Dialogflow CX. What would be the best approach to achieve this solution?

Appreciate your help and inputs on this.

[nikacalupas]

Hi Deepakgcp,

Welcome to the Google Cloud Community!

Here are some suggestions for the best approaches:

• It is recommended to use the Prebuilt Alphanumeric Collection Component, which is specifically designed to guide users in spelling out characters (e.g., 'A as in Apple') and provides built-in confirmation steps.
• If the prebuilt component isn’t suitable, create custom regex entities that match your passcode format. Be sure to enable 'Auto Speech Adaptation' for these entities in Dialogflow CX and mark them as required form parameters; this helps Dialogflow bias recognition toward the expected alphanumeric patterns.
• Always instruct users on how to speak their passcode, emphasizing spelling out letters to avoid misinterpretations (e.g., "cfm" vs. "C-F-M"). Breaking down long passcodes into smaller chunks can also help.
• Always confirm the captured passcode ("I heard [passcode], is that correct?"). Implement error handling for "no-match" or "no-input" scenarios, prompting users to retry or rephrase.

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