Genesys Cloud - Main

Hi folks,

I am currently experimenting with Agentic Virtual Agents (AVA) and had a question about passing data back to Architect at the end of a session.

For example, let's say we want the AVA to determine an ai_intent variable by the end of the interaction. The final value could be one of:

• Sales

• Support

• Escalation

Based on this final intent, we'd like our Genesys Architect flow to route the conversation accordingly.

From my understanding, the AVA would need to call a tool to return this value. However, I'm struggling to understand how this would work when the value cannot be determined until the conversation is complete and the entire conversation needs to be analyzed before populating the variable.

1. If the intent is only determined at the end of the conversation, how can the AVA update the value before returning control to Architect? Even if this requires a dedicated tool (essentially a Data Action), how would that Data Action determine the value? My understanding is that Data Actions don't have access to the conversation transcript to analyze it and infer the final intent.

2. Another approach I was considering was passing variables into the AVA using Start Context and retrieving them using End Context. However, how can I get the AVA itself to modify or update the value of a context variable during the conversation so that the final value is returned to Architect at the end of the session?

Has anyone implemented a similar pattern, or is there a recommended best practice for returning a conversation-derived variable from an AVA back to Architect for post-conversation routing?