Genesys Cloud - Virtual Agent (Bots & IVR) tag

List of the Genesys Cloud release notes that include the Virtual Agent (Bots & IVR) release notes tag.

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management

Open platform

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

Employee productivity

Streamlined Navigation and Information Architecture Update

Customer engagement

Apple Pay support for Apple Messages for Business
Architect digital bot flow list picker support
Set time- and duration-based conditions in campaign rules
Use custom SMTP servers for email campaigns and agentless email
Administrators can now bring their own SMS SMPP provider
Idle agent count for conditional group activation or deactivation
Expired callback queue reassignment

Data, analytics, and reporting

Administrators can now search content from HTML emails
Topic miner Korean and Japanese language support
Native voice transcription for core dialects

Open platform

Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Self service and automation

Transcription and storage of caller’s final voice input
Content-based search for knowledge base articles in Norwegian, Danish and Finnish
Swiss German language support in Architect

Workforce engagement

Enhancements to visual components in the interaction details page

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.