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.
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 voice flows.
Google Cloud Dialogflow CX
Genesys Cloud’s integration with Google Dialogflow CX allows bots to interact conversationally with customers. Use the Google Dialogflow CX integration to call Dialogflow CX bots in Architect flows.
Google Cloud Dialogflow ES
Genesys Cloud’s integration with Google Dialogflow ES allows bots to interact conversationally with customers. Use the Google Dialogflow ES integration to call Dialogflow ES 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
Use the Genesys Bot Connector integration to add up to five third-party bots and then call them from Architect message flows.
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
Nuance Mix Bot allows bots to interact conversationally with customers. Use this native implementation to call Nuance Mix Bots in Architect flows.
The knowledge workbench allows a knowledge author to create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge documents that respond to queries by agents and customers. Currently, the knowledge workbench supports language search in English and German.
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.
Work with rich media in message interactions
Administrators can set up quick replies and cards in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options. Cards are bot responses that contain an image, title, body, and list of buttons. Customers can interact with the cards by clicking a button.
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.