Series: Configure Agent Assist
Get started with Agent Assist Google CCAI
- Configure a Google Cloud Platform (GCP) project for Agent Assist Google CCAI
- Enable the Agent Assist Google CCAI with Google Cloud integration
- Add knowledge articles to Google Cloud Storage for Agent Assist Google CCAI
- Create a conversation profile in the Agent Assist Google CCAI console
- Configure Google Cloud Platform permissions for your Agent Assist Google CCAI project
- Create and configure agent assistants in Genesys Cloud for Google CCAI
- Apply for allow-listing with Genesys for Agent Assist (draft)
- Configure a Google Cloud Platform (GCP) project for Agent Assist Google CCAI
- 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
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:
- Configure a Google Cloud Platform (GCP) project.
- Enable the Agent Assist Google CCAI with Google Cloud integration.
- Install the Agent Assist Google CCAI with Google Cloud integration.
- Trigger automatic allow-listing of your GCP project.
- Get the Agent Assist Google CCAI integration ID.
- Add knowledge articles to Google Cloud Storage.
- Create a conversation profile in the Google Cloud Agent Assist Google CCAI console.
- Configure GCP permissions for your project.
- Find your Google credentials.
- Give IAM permissions to the Genesys GCP service account.
- Configure agent assistants in Genesys Cloud.
- Create an agent assistant in Genesys Cloud.
- Assign queues to the agent assistant.
- Enable line recording for the trunk.
For more information on working with Agent Assist Google CCAI, see Work with Agent Assist Google CCAI.