Genesys Cloud - Main

Deal All,

Could you please guide me how we can integrate "Amelia AI" platform with Genesys Cloud and Invoke or call the Amelia integration though Architect for the BOT self service.
Also want to pass the voice transcript to the agent if the customer request agent transfer.


Thanks in advance.

Regards,
Devanand V Gawande.
#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#Integrations

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Devanand Gawande
Capgemini Brasil
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For Digital, go the Bot Connector route so you can use Amelia in your normal messaging flows.  About Genesys Bot Connector - Genesys Cloud Resource Center (mypurecloud.com).

The Bot connector allows Genesys to maintain control of the conversation for context, transcripts, and other features. 

For Voice, you probably don't have much of a choice but to transfer over to them and have them transfer back for escalation.

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