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.
  • Customers who wish to use Google CCAI Agent Assist with Genesys Cloud can utilize the replacement product, AI Connect for Google, which is being developed by the Genesys Innovations Team, and will be available on or before May 31, 2024. For more information, please reach out to ps_expertapps_sales@genesys.com.
  • 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.
  • A Google Cloud Platform account
  • A notification that Genesys has enabled Agent Assist Google CCAI for your organization

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

Agents can use Agent Assist Google CCAI to get real-time transcriptions of calls and suggestions based on customer conversations. Administrators can easily configure and deploy a standardized implementation of the Agent Assist Google CCAI integration in the Admin pages of Genesys Cloud.

To get started with Agent Assist Google CCAI configuration:

  1. Configure a Google Cloud Platform (GCP) project.
  2. Enable the Agent Assist Google CCAI with Google Cloud integration.
    1. Install the Agent Assist Google CCAI with Google Cloud integration.
    2. Trigger automatic allow-listing of your GCP project.
    3. Get the Agent Assist Google CCAI integration ID.
  3. Add knowledge articles to Google Cloud Storage.
  4. Create a conversation profile in the Google Cloud Agent Assist Google CCAI console.
  5. Configure GCP permissions for your project.
    1. Find your Google credentials.
    2. Give IAM permissions to the Genesys GCP service account.
  6. Configure agent assistants in Genesys Cloud.
    1. Create an agent assistant in Genesys Cloud.
    2. Assign queues to the agent assistant.
    3. Enable line recording for the trunk.

For more information on working with Agent Assist Google CCAI, see Work with Agent Assist Google CCAI.


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