Process automation triggers with topics, sentiment, and empathy

Process Automation Triggers in Genesys Cloud allow supervisors and administrators to define rules that proactively initiate workflows when certain conditions are met. Triggers can be filtered by topics, sentiment, and empathy, enabling more intelligent and customer-focused automation. For more information, see About triggers.

What Are Process Automation Triggers?

A Process Automation Trigger is a rules engine that enables you to automate workflows when specific events occur. Triggers allow supervisors to receive proactive notifications about important events in contact center interactions, rather than relying on reactive monitoring.

Examples:

  • If a customer call is classified under the “Billing Issue” topic, a workflow can be triggered to notify the billing department.
  • If customer sentiment falls below -20, the system can alert a supervisor to intervene in real-time.
  • If an empathy cue is detected, a workflow can initiate to provide coaching resources or escalate the conversation.

Filter triggers – step-by-step

  1. Create a New Trigger.
    1. Click Admin.
    2. Under Architect, click Triggers.
    3. Click Menu > Orchestration > Triggers.
    4. Click Add Trigger.
    5. Enter a Name and Description for the trigger.
    6. Click Add.
  2. Click Filter Criteria. You can now filter triggers using the three new options:
    • Topics: Detect conversation topics such as billing or cancellation. Trigger name: v2.speechandtextanalytics.conversation.{id}.topics
    • Sentiment: Apply numeric thresholds (e.g., sentiment < -20). Trigger name: v2.speechandtextanalytics.conversation.{id}.sentiment
    • Empathy: Detect when empathy cues are expressed. Trigger name: v2.speechandtextanalytics.conversation.{id}.empathy
  3. Define Workflow Actions
    Choose the workflow action that should be initiated when the trigger conditions are met. Options include:
    • Sending an email to a supervisor.
    • Sending an SMS notification.
    • Launching a workflow for escalation.
  4. Save and test
    1. Click Save.
    2. Run a test conversation or simulate conditions to confirm the trigger works as expected.

        Resources & technical documentation

        The technical configuration of these triggers requires specific setup steps, which are covered in the following documents: