About bots

Genesys Cloud offers voice and chat bot integrations for use in Architect interaction flows. Administrators can use any text-to-speech provider that is available in Architect flows for use with their installed bot integrations. For more information, see About text-to-speech (TTS) integrations


Amazon Lex

Genesys Cloud’s integration with Amazon Lex allows bots to interact conversationally with customers. Use the Amazon Lex integration to call Lex bots in Architect flows. The Amazon Lex integration is now available in the EU (Frankfurt) and EU (London) AWS regions, in addition to US East (N. Virginia), US West (Oregon), EU (Ireland), and Asia Pacific (Sydney). 


Amazon Lex V2

Genesys Cloud’s integration with Amazon Lex V2 allows bots to interact conversationally with customers. Use the Amazon Lex V2 integration to call Lex bots in Architect message flows


Google Dialogflow

Genesys Cloud’s integration with Google Dialogflow allows bots to interact conversationally with customers. Use the Google Dialogflow integration to call Dialogflow bots in Architect flows.


Genesys Dialog Engine Bot Flows

Build bots within Architect and then integrate them into Architect call, chat, and message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers.


Genesys Bot Connector integration

Feature coming soon

Use the Genesys Bot Connector integration to add up to five third-party bots and then call them from Architect message flows.


Agent assist

Feature coming soon

Configure agent assist to provide suggested FAQ responses for agents during a customer call.


Genesys Dialog Engine

Genesys Dialog Engine allows bots to interact conversationally with customers. Use this native implementation to call Dialog Engine bots in Architect flows.


Nuance Mix Bot

Feature coming soon

Nuance Mix Bot allows bots to interact conversationally with customers. Use this native implementation to call Nuance Mix Bots in Architect flows.


Intent miner

Intent miner analyzes chat and voice transcripts, or recordings, to determine customer intents, complete with real-world utterances, that you can refine and customize, and then import into a new bot. The intent miner returns volume analytics that enable administrators and contact center managers to apply data that enhances the customer experience.


Solutions, best practices, and business scenarios 

Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.