Voice bot flow ability to capture open/free text

[Shane_Jenkins1]

Hi all,

We are looking to build a voice bot that offers the ability for a caller to update a CRM ticket work notes. Once we identify that a caller is wanting to update their ticket notes, then we'd simply like to ask
'Please describe your ticket update in a few words and I'll update your ticket'.

Our challenge is, the caller could literally say anything here and we cannot match to an Intent. Is there a way to simply grab the last spoken utterance without an Intent so we can store as a variable and then pass to an answering agent or automatically update our CRM via a data action?

Does this make sense? We are aware of Session.LastCollectionUtterance, but that seems to only work if we have a valid Intent. So we are looking for the last utterance, but have no way to bind to an Intent since the caller could literally say anything.

Fingers crossed that someone has went down this path before.

A rough example use case:

Bot: What can I do for you?
Caller: I'd like to update my open ticket (update ticket Intent)
Bot: I was able to search and find ticket # 123456 (retrieved via a data action)
Bot: What would you like me to add to the ticket notes?
Caller: My issue is still not resolved. I need someone to call me back at 855-555-1212 as soon as possible. (How do we capture this spoken text as a variable?)
Bot: Got it. I have updated your ticket.

Thanks all,
Shane

[Shane_Jenkins1]

We believe we have found a way to accomplish this thanks to the Community (shout out to Zubair). In case it helps others, the path we're going down is as so.

Update Ticket = Our Intent
We then have a TicketNotes RegEx Slot type using a .* RegEx (to capture anything spoken)
Lastly, we're then storing the Active.LastCollectionUtterance as a variable and then will use that in a Data Action to update our CRM.

Thanks all. I'll report back if anything changes. We're testing out the above.

Regards,
Shane