AI-generated summary
Genesys Cloud enables using DTMF functionality in bot flows. This allows collecting numeric input from customers during voice conversations with bots. Specific capabilities include detecting DTMF tones entered by customers, capturing the digits in bot flow variables, and using the input to direct the conversation flow. Key use cases are collecting responses to multiple choice questions, capturing account numbers or other numeric identifiers, and enabling customers to select menu options hands-free during voice interactions.