Genesys Cloud - Main

Hi all,

Just checking in to see if we have folks actively leveraging AI Guides in their contact center? If so, hoping one of you can help. 

We're attempting to use the newer version of AI guides released last November (v2) and have ran into a few stumbling blocks. 

One key example: We are attempting to Exit with Escalation from a guide when a caller asks to speak with a live agent. When this occurs it is following our logic for most part, but we ask for the caller to please provide a brief summary of their issue to help the live agent. We then attempt to store this as an output variable. We can get the Guide to follow most of that logic consistently, but what we simply haven't figured out is the output variable is never getting set and when we debug in Architect, we don't see the Guide exiting via the Success, Failure or Timeout exit paths nor do we see any of our output variables getting written / set. 

Is there a vital step to leveraging Exit with Escalation and forcing the guide to then successfully provide output variables and take a valid exit path? If we take an Exit with Completion avenue with the AI Guide, then we do see the output variables getting set when debugging and it also takes the Success path when going back into Architect.

Fingers crossed we're missing something. (which we probably are) 

Here is a rough sample of our AI Guide exit w escalation logic in case it helps: (we believe the Guide and our logic here is pretty simple)

# Collect escalation info before transferring to the support team

Escalate to Support
- Ask "To help our support team assist you better, could you briefly describe what you need help with?"
- Store in {{Variable.callerIssue}}
- Go To Escalation Transfer

# Transfer to the support team

Escalation Transfer
- Say "I'm transferring you to a support specialist now."
- Exit with Escalation

As always appreciate any feedback, thanks all!

Hello Shane, 

Based on the behavior you're describing, the most likely cause is that you probably haven't configured your output variable in the configuration tab "End context" section. This is an easy step to over look but crucial. 

When you use the "Exit with Escalation" the guide is designed to continue execution within architect (not disconnect the call), allow the flow to proceed to the next step (like transferring to an agent), and pass output variables back to the architect flow. 

Simply storing a variable in your guide instructions using the store command is not enough you have to configure which variables should be sent back to architect. 

To that point taking a quick look over your guide logic it looks correct.

Here's my suggestion:

Hi all,

Just checking in to see if we have folks actively leveraging AI Guides in their contact center? If so, hoping one of you can help. 

We're attempting to use the newer version of AI guides released last November (v2) and have ran into a few stumbling blocks. 

One key example: We are attempting to Exit with Escalation from a guide when a caller asks to speak with a live agent. When this occurs it is following our logic for most part, but we ask for the caller to please provide a brief summary of their issue to help the live agent. We then attempt to store this as an output variable. We can get the Guide to follow most of that logic consistently, but what we simply haven't figured out is the output variable is never getting set and when we debug in Architect, we don't see the Guide exiting via the Success, Failure or Timeout exit paths nor do we see any of our output variables getting written / set. 

Is there a vital step to leveraging Exit with Escalation and forcing the guide to then successfully provide output variables and take a valid exit path? If we take an Exit with Completion avenue with the AI Guide, then we do see the output variables getting set when debugging and it also takes the Success path when going back into Architect.

Fingers crossed we're missing something. (which we probably are) 

Here is a rough sample of our AI Guide exit w escalation logic in case it helps: (we believe the Guide and our logic here is pretty simple)

# Collect escalation info before transferring to the support team

Escalate to Support
- Ask "To help our support team assist you better, could you briefly describe what you need help with?"
- Store in {{Variable.callerIssue}}
- Go To Escalation Transfer

# Transfer to the support team

Escalation Transfer
- Say "I'm transferring you to a support specialist now."
- Exit with Escalation

As always appreciate any feedback, thanks all!