Series: Configure Agent Assist

  • Genesys Cloud discontinues development and support of the Google Agent Assist offer on January 24, 2024. Customers will still be able to use the feature until the end-of-life (EOL) date on August 31, 2024.
  • This documentation is for Agent Assist Google CCAI. This feature is limited to North America region. For Genesys Agent Assist, which is available worldwide, please refer to the Genesys Agent Assist documentation.
Prerequisites

Edge and Media Tier version 1.0.0.9950 or later. Agent Assist Google CCAI is only available on cloud-based media services. Ensure that the cloud-based media services for Genesys Cloud Voice and BYOC Cloud are already running the necessary versions.

Note: Agent Assist Google CCAI is not available on on-premises Edge solutions.

This page describes how to create and configure a conversation profile in the Google Cloud Agent Assist Google CCAI console. The conversation profile needs a knowledge base that retrieves knowledge articles from Google Cloud Storage. The conversation profile uses the knowledge base to provide agents with knowledge suggestions.

Note: You can add both articles and FAQs to your conversation profile.

When the conversation profile is created in the Google Cloud Agent Assist Google CCAI console, you can associate it with a specific agent assistant and a list of queues in Genesys Cloud.

Step 1: Create a conversation profile in the Google Cloud Agent Assist Google CCAI console

This section describes how to create a conversation profile in the Google Cloud Agent Assist Google CCAI console.

Create a conversation profile in the Google Cloud Agent Assist Google CCAI console

  1. In the navigation pane, choose Conversation Profiles.
  2. Click Create new.
  3. Type in a Display Name.
  4. Under Suggestion types:
    1. If you have added articles to the knowledge base, select Articles.
    2. If you have uploaded FAQs to the knowledge base, select FAQs.
  5. Under Knowledge Bases, begin typing the name of the knowledge base that you created previously.
  6. Select the appropriate match from the results.
  7. Click Save.

Note: Assign only one knowledge base to a specified conversation profile.

Step 2: Copy the conversation profile’s integration ID

This section describes how to copy the integration ID of the conversation profile. The integration is later used to create an assistant in Genesys Cloud.

Copy the conversation profile’s integration ID:

  1. In the list of Conversation Profiles, find your conversation profile.
  2. To copy its Integration ID to the clipboard, click the Copy URL button next to the displayed integration ID.

Note: You need the conversation profile’s integration ID in the next step when you create an agent assistant in Genesys Cloud.

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