Genesys Cloud - Beta HQ

 View Only
Discussion Thread View
Expand all | Collapse all

Beta Announcement: Genesys Native Agent Assist Voice is Now Open

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

    GENESYS
    Posted 04-05-2023 10:27

    The Genesys Agent Assist team is proud to announce that it is now recruiting candidates that are interested in using our AI-enabled automatic knowledge capabilities for voice-based interactions. As a reminder, the current GA release of Agent Assist supports digital only. Those that choose to participate in this beta will also have the ability to use our in-market digital capabilities. The beta is English-only. 

    To apply, please fill out this form: Apply for Beta

    Please watch this community for further information -- we will post updates to this discussion.

    Questions? Reach out to Genesys Agent Assist PM lead @Sean Rooney 


    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------


  • 2.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 04-05-2023 11:44

    CORRECTION: The voice beta is available in English and Spanish.



    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 3.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 06-14-2023 09:33

    Hi,

    I tested the Beta in my DEV Org and all was good. Thanks. 



    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 4.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 06-15-2023 09:43

    What is the pricing for the Agent Assist Voice feature? The documentation only currently has Digital pricing. Does the pricing apply for use during the Beta too?



    ------------------------------
    Thomson George
    Nationwide Mutual Insurance Company
    ------------------------------



  • 5.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 06-16-2023 09:49

    @Sean Rooney is the lead PM for Agent Assist -- he can address your pricing question.



    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 6.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 06-16-2023 09:53

    Hi Thomas,

    Price for Omni channel Agent Assist (including both digital and voice) will be $25usd when released

    Sean



    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 7.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 06-16-2023 10:05

    Thanks Sean. Is there a cost during the Beta for the voice? Also, could we use it only for voice or digital or would it be both inclusive?



    ------------------------------
    Thomson George
    Nationwide Mutual Insurance Company
    ------------------------------



  • 8.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 06-16-2023 12:42

    You would need to enable Agent Assist which would incur a digital only cost of $15. We don't charge for the voice part in BETA. Also note there's a 30 day free trial of Agent Assist on AppFoundry. 



    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 9.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 06-27-2023 08:59
    Edited by Richard Chandler 06-27-2023 09:00

    Hi @Sean Rooney ,

    Is there an intention when this goes GA that customers not wanting knowledge surfacing will have the manual agent assist search for voice without having to uplift to the agent assist add on?



    ------------------------------
    Richard Chandler
    Connect
    ------------------------------



  • 10.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 06-27-2023 10:01

    Yes when we go GA, for GC2 and GC3 customers manual search for voice will work without the add-on



    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 11.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 06-27-2023 09:12

    Thanks Sean. @Sean Rooney - Are there plans to or will this feature include real-time call transcription similar to the integration with Google CCAI?



    ------------------------------
    Thomson George
    Nationwide Mutual Insurance Company
    ------------------------------



  • 12.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 06-27-2023 10:02
    Edited by Sean Rooney 06-27-2023 10:02

    The feature that we have in BETA now uses Genesys Native Transcription Engine, it works similarly to the integration with Google in that agents can view the transcript alongside the knowledge suggestions



    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 13.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 07-04-2023 13:54

    Hi Jane, how are you?

    We need to test it here, we have many requests for the feature, however, customers use it for both voice and media, it has been an impediment to full migration, I registered some customers in the Beta, just to be able to prove that this feature is already in progress and improvement.

    I need to release it in my Org for demonstrations, I already asked! ;-)

    Is there an expectation of the Portuguese language?

    Thanks

    Regards,

    #AgentAssist #IA #GenesysCloudCXBrasil #BetaAnnouncement
    #NowRecruiting



    ------------------------------
    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------



  • 14.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 07-05-2023 09:08

    Hi @Rita Henllembart here is the language support page that includes Agent Assist: https://help.mypurecloud.com/articles/genesys-cloud-supported-languages/

    It shows Portuguese as supported (this is for text). The goal is to have the same language support across all channels. Please send me an email at jane.hendricks@genesys.com and I can see if there is a way to get your org enabled for the beta if that hasn't happened yet.

    Thanks.



    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 15.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    Posted 07-04-2023 18:18

    I note that Agent Assist for Voice only does transcription and knowledge surfacing. The UI for transcription needs more refinement i think i.e it is squashed at the bottom and it will benefit from exposing additional data beyond transcript only.

    Is conversation summary for voice going to be part of this or will it be tracked as a seperate beta?



    ------------------------------
    Anish
    ------------------------------



  • 16.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open

    GENESYS
    Posted 07-05-2023 03:56

    Hi Anish,

    Thank you for the feedback. Summarization for voice will be in a separate BETA 



    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 17.  RE: Beta Announcement: Genesys Native Agent Assist Voice is Now Open