About Genesys Digital Bot Flows

Learn about Genesys Digital Bot Flows key features and concepts. Understand how important aspects of bot building help you during your organization’s flow design and learn how bots and flows work together.

• Key concepts of Genesys Digital Bot Flows
• Genesys conversational AI solution video series
• Genesys Digital Bot Flows pricing
• Best practice recommendations for building bots in Architect
• Work with Genesys Digital Bot Flows
• Intents overview
• Slots and slot types overview
• Utterances overview
• Confirmations overview
• Learning overview
• Natural Language Understanding menu
• Insights and Optimizations menu overview
• Channel, bot, and touchpoint capabilities feature comparison

Learn how to use built-in templates and logic that you can customize to fit your organization’s needs.

• Build a primary digital menu for all tasks in Genesys Digital Bot Flows
• Use Architect to create a digital bot for an inbound message flow
• Work with intents in a bot flow
• Use built-in slot types in a bot flow
• Use custom list slot types in a bot flow
• Use custom dynamic list slot types in a bot flow
• Use custom regular expression slot types in a bot flow
• Test a regular expression slot type
• Work with utterances
• Map slots to utterances
• Export utterance history
• Use learning to improve your bot
• Delete multiple utterances at a time
• Pass data to and from a bot
• Work with quick replies in bot conversations

Set up and use resources for your bot flow. 

• Configure bot flow settings
• Set default event handling behavior
• Choose supported languages
• Set up user input for a bot flow
• Manage data resources in the flow
• View dependencies in the flow

Understand the available Architect actions that you can implement into your digital bots and flows.

• Call Digital Bot Flow action for message flows
• Jump to a reusable task in voice and digital bot flows
• Task and state editor actions
• Architect built-in variables

Learn how to use built-in templates and logic that you can customize to fit your organization’s needs.

• Build customized output with the Communication Sequence Builder
• Use learning to improve your bot
• Use Flow Insights to view the frequency of executed bot flow actions
• Pass data to and from a bot
• Test a bot flow
• Test the NLU classification of intents and slots

Intent health helps guide you as you build out your intents and gives you the tools to improve more easily and accurately the performance of your intents and training utterances.

• Bot intent health overview
• Work with intent health
• Intent health considerations and examples

Use Genesys Virtual Agent to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can. Virtual Agents allow for more personalized and helpful self-service interactions that can increase your deflection rates. The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers.

• Add knowledge to your bot
• Control knowledge behavior in your bot flow
• About the knowledge workbench V2
• About Genesys Virtual Agent
• Virtual Agent intent and utterance generation overview
• Generate intents and utterances based on a description for Virtual Agent and Copilot
• Knowledge base content search overview
• Genesys Cloud AI

Intent miner analyzes chat, message, and transcripts, or recordings, to determine customer intents and utterances, and also topics and phrases, that you can refine and customize, and then import into a bot.

• Import mined intents into a Genesys Digital Bot Flow
• About intent miner

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.

• Work with quick replies in bot conversations
• API spec example: postUtterance Response for quick replies
• Work with cards in bot conversations
• API spec example: postUtterance Response for cards
• Work with carousels in bot conversations

Access more resources to help design and build bots and bot flows in Architect.

• Regular expression language quick reference
• Use DTMF in bot flows
• About bots
• About Architect
• Architect FAQs
• About Genesys Dialog Engine Bot Flows