Genesys Cloud - Developer Community

Good morning, My director has asked me to explore a feature that would improve our customers' self-service experience by allowing callers to locate their nearest service center without needing to speak with an agent. One of the requirements is that ...

When you mention that you fetch the transcription to get the input, the transcription is for the complete call right? Did you manually have to search through and find just that prompt? ------------------------------ Rich Bartolucci Sr. Director, Omnichannel ...

I think I was referring to using a normal call flow vs a bot flow and collecting input that way - sorry about that. ------------------------------ Rich Bartolucci Sr. Director, Omnichannel Application Development Travelers Insurance --------------- ...

Hi Victoria Yeah, this is a common pain point coming from Engage, the ICON/GIR real-time granularity spoiled everyone and A3S just isn't built to replace that use case, it's more of a BI/warehousing layer than a live data-mining tool. A few things ...

Phaneendra, Thank you. Both of these links are fantastic, my apologies for not finding them myself. Graham ------------------------------ Graham Pearce Technology Manager, Client Care Technologies ------------------------------

Great question - it would be really valuable to hear from others who've made the move from Engage to Genesys Cloud. If you've tackled this, please share what approaches you're using - whether that's A3S, Genesys Cloud Analytics APIs/notifications, ...

You’re very welcome, Graham! Glad the links were helpful. 😊 ------------------------------ Phaneendra Technical Solutions Consultant ------------------------------ ...