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Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

  • 1.  Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-19-2022 15:03

    We are excited to announce the much anticipated Beta for Genesys Agent Assist (Digital). This is built using our native AI capabilities and fully integrated into Genesys Cloud CX. Genesys Agent Assist automatically surfaces relevant Knowledge Articles in real-time to agents during digital interactions to reduce the time and frustration of searching through knowledge bases. This will improve first contact resolution and ensure a better overall agent and customer experience.

     Genesys Agent Assist utilizes Genesys Knowledge Workbench (V2). If you are not already using Knowledge Workbench, it will be provisioned to your org as part of this Beta. Knowledge Workbench is part of the new Genesys Knowledge capability and includes:

    • Knowledge Workbench – for creating, enriching and optimizing knowledge for multiple self-service channels
    • Knowledge Optimizer – an interactive report that shows how knowledge is used across channels and provide administrators with insight into knowledge effectiveness and any knowledge gaps, organized by business impact
    • Support Center – an easy way to scale knowledge for self-service with a smart search bar

      

    We will be registering organizations starting Sept 19th with the goal of enabling the beta for those that are interested in participating no later than October 3rd. Be sure to register your interest early!

    Use this form to sign up: Sign-Up


    #BetaAnnouncement
    #NowRecruiting

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    Jane Hendricks
    Genesys - Employees
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  • 2.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-20-2022 01:42
    Hello Jane,
    which languages are supported at this time?

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    Giuliano Ferri
    Indra Italia spa
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  • 3.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-20-2022 04:52
    Hi Giuliano,

    English, Spanish, German, French, Italian and Portuguese

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    Sean Rooney
    Genesys - Employees
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  • 4.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-27-2022 11:38
    Jane, I have applied to be a Beta tester for Native Agent Assist Digital but have not seen a response from Genesys.  Are you still accepting Beta testers?  Thanks.

    Martin Bunting
    i3vision / New Era Technologies


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    Martin Bunting
    i3Vision Technologies Inc.
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  • 5.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-27-2022 11:54
    Hi Martin!

    We are still in the recruiting period and will be kicking off the Beta itself next week. We'll be communicating with all those that are eligible around the Oct 3rd timeframe so please do keep an eye out for next steps.

    @Sean Rooney is the Product Manager lead for Agent Assist -- you'll be hearing from him next week.

    Thanks for your interest and we'll be talking soon.

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    Jane Hendricks
    Genesys - Employees
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  • 6.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-27-2022 11:56
    Hi Martin,

    I'm the Principle Product Manager for Agent Assist and managing the BETA. I've received your application and have your org lined up to become part of the BETA. Please note we expect to release the BETA week of October 10th. If you already have access to Knowledge Workbench 2 now would be a good time to create a Knowledge Base that you want to utilize with Agent Assist.

    Thanks,

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    Sean Rooney
    Genesys - Employees
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  • 7.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-27-2022 12:08
    Thanks, Sean.  Yes, I already have access to Knowledge Workbench 2.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 8.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-20-2022 20:09

    Hello Sean,

    I have some clients asking me for tagging for bot intents, I thought that linking the Dialog engine to collect the intents it would be possible to generate a tagging "automation".

    Can I consider that my reasoning is correct? do you have any way of tagging the subjects handled by the customer automatically, are you provisioning using knowledge workbank V2, or agent assistant or guided service? help me because the client is already analyzing a competing solution that will take over this part.

    The idea would be, as the client continues to interact in the Bot or chat, when seeking support in KW V2, he can store the intents with tagging.

    Here in Brazil, tagging is widely used to speed up service, support the final registration in the customer's CRM and even measure the most requested items.

    Help me with this question, understand if there is automatic tagging prediction.

    Thanks
    Regards

    #cx #cxbuilder #knowlodgeWorkbenchV2 #GenesysCloud #genesysbrazil
    ​​​​​​

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    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
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  • 9.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-21-2022 05:08
    Hello Rita,

    This is a very interesting concept and I think can solve some of this today and some we are working on.

    Firstly Intent Miner will already solve the need to measure the most requested items in a customer/agent interaction. If you've not seen Intent Miner in action I suggest you get it. Additionally Knowledge Optimizer (which comes part of this BETA) allows admins to see top customer phrases which were answered or unanswered by knowledge be it from Support Centre, Bots, Agent Assist or Web msg.

    We're are working on what we call Summarization. Our first Use case is to use AI to summarize the agent/customer interaction into a condensed form for agent wrap up notes. We do have plans in our roadmap to use summarization to extract entities.

    Also in our roadmap we are going to leverage Dialog Engine Bot Flows in Agent Assist to
    1. recognise customer intents (there are a number of actions we can take when we do this such as Next Best Action and guided Agent flows)
    2. allow agent to inject bots into the chat to take care of repetitive task such as forum filling, bookings, IDV etc
    3. use the bot to trigger automated workflow task such sending emails, sending receipts, updating CRM etc

    Can I ask that submit your idea above to Genesys Idea's and tag it with 'Agent Assistance" . This way I and others have visibility of the idea and we can prioritise it.

    Thanks,
    Sean


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    Sean Rooney
    Genesys - Employees
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  • 10.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-29-2022 05:02