Genesys Cloud CX

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  • 1.  Architect Integration with Cognigy AI bot

    GCAP Member
    Posted 11 days ago
    Hi guys, do you know or have experience about integrating Architect with Cognigy AI bot? Thanks!
    #Integrations

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    Wen Gu
    SITA SCARL- Switzerland
    ST-Leonard, QC
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  • 2.  RE: Architect Integration with Cognigy AI bot

    Posted 10 days ago
    You have a couple of choices.  You can have Cognigy front end the chat and transfer over to Genesys on escalation or you can explore the bot connector and use Cognigy for just NLU on your flows.  Let me know if you have questions on either.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Architect Integration with Cognigy AI bot

    GCAP Member
    Posted 10 days ago
    Hi Robert,

    Yes, as your said, the bot connector could be used. However, I believe it works for text based channels only. I have a customer request to integrate voice channel with Cognigy. Considering recording and reporting, the Architect flow should be the front end and the media is anchored on Genesys Edge. Any idea about that?

    Thanks!


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    Wen Gu
    SITA SCARL- Switzerland
    ST-Leonard, QC
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  • 4.  RE: Architect Integration with Cognigy AI bot

    Posted 9 days ago
    True.  For voice, you can use an intent that listens for anything.  Then take that slot and send it to Cognigy as an input utterance through a data action and get back the intent.  Save a lot of time and effort by just using the Bot Flows.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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