Genesys Cloud - Main

Hi Everyone,

Is it possible to chain multiple AVA's such that one AVA can kick off another one if the customer asks for multiple actions to be taken.  If not, is there way to do it or is this on the roadmap?

Thanks

Genesys doesn't currently support a formal AVA-to-AVA chaining feature. Instead, AVAs are used within bot flows, with Architect calling AI Guides during execution.

There are two options:

The recommended approach is one AVA managing the entire request, using reasoning and actions across systems.

Or

If separation is needed, Architect handles orchestration between flows, but this is flow-level routing-not AVA-to-AVA chaining.

Bottom line: Multi-step experiences are supported, but not as direct AVA chaining. Best practice is a single AVA per conversation goal, with Architect and data actions coordinating backend steps.

Hi Everyone,

Is it possible to chain multiple AVA's such that one AVA can kick off another one if the customer asks for multiple actions to be taken.  If not, is there way to do it or is this on the roadmap?

Thanks

Hi have a question that's kinda related to this. 

Hypothetically speaking, say you have a queue with Agents on it, and through the interaction, they hand off a caller to an AVA that's on another queue.  Will the AVA be able to resume the call with the information (existing call transcript) stored against the interaction, or would the caller need to re-explain their issue.

It's probably not a great use case, but say a Sales business answers the call with a Human Agent, they do all the selling and to complete the sales order, they hand it off to an AVA to complete the part of the sale where you capture information etc.  Could that AVA take every thing that's been discussed with the Human and finalise the sale with the caller.  This could mean the initial sales staff could jump back on queue to talk to another customer whilst the AVA processes the orders.

Genesys doesn't currently support a formal AVA-to-AVA chaining feature. Instead, AVAs are used within bot flows, with Architect calling AI Guides during execution.

There are two options:

The recommended approach is one AVA managing the entire request, using reasoning and actions across systems.

Or

If separation is needed, Architect handles orchestration between flows, but this is flow-level routing-not AVA-to-AVA chaining.

Bottom line: Multi-step experiences are supported, but not as direct AVA chaining. Best practice is a single AVA per conversation goal, with Architect and data actions coordinating backend steps.

Hi Everyone,

Is it possible to chain multiple AVA's such that one AVA can kick off another one if the customer asks for multiple actions to be taken.  If not, is there way to do it or is this on the roadmap?

Thanks