Genesys Cloud - Main

Hi everyone,
We've started exploring the use of the Genesys Copilot summary feature to automatically generate summaries that can be stored in Salesforce. Our idea involves leveraging Salesforce OpenCTI events to trigger an APEX call that uses the standard Genesys REST API Get Summary to retrieve the summary once the call is disconnected.

The goal is to improve efficiency by shortening ACW with AI-generated summaries so the agent just have to approve the summary.

With voice recording, it's straightforward, we can prompt for consent, apply a wrap-up code, and set a retention policy based on the caller's response.

However, Copilot is assigned at the queue/agent level and stays active throughout the interaction. So far, I haven't found a way to enable or disable Copilot on a per-call basis, which raises concerns about how we can offer customers a clear opt-out option if we're using AI for call summaries.
I'm curious if anyone has tackled this or found a workaround that allows for dynamic control of AI features during live interactions. Any insights or suggestions would be really appreciated.

Hello Jasper,

I'm not aware of any way to do this but you could try to have a queue where Copilot is assigned by default. If a customer would like to opt out, the call can be transferred to a separate queue. 

I took a look the Product Ideas Lab and while there were several features related to Genesys Copilot, I didn't see anything that was specifically similar to your idea. I would recommend that you submit this as an Idea for our PMs to look into.

I am curious if anyone else in the Community has tackled this before.

Hi everyone,
We've started exploring the use of the Genesys Copilot summary feature to automatically generate summaries that can be stored in Salesforce. Our idea involves leveraging Salesforce OpenCTI events to trigger an APEX call that uses the standard Genesys REST API Get Summary to retrieve the summary once the call is disconnected.

The goal is to improve efficiency by shortening ACW with AI-generated summaries so the agent just have to approve the summary.

With voice recording, it's straightforward, we can prompt for consent, apply a wrap-up code, and set a retention policy based on the caller's response.

However, Copilot is assigned at the queue/agent level and stays active throughout the interaction. So far, I haven't found a way to enable or disable Copilot on a per-call basis, which raises concerns about how we can offer customers a clear opt-out option if we're using AI for call summaries.
I'm curious if anyone has tackled this or found a workaround that allows for dynamic control of AI features during live interactions. Any insights or suggestions would be really appreciated.

Thanks, Jason, for the fast respons. I had also though of the 2-queue option which i do not really like as that will cause a lot of other issues. I was hoping there was an obvious solution that i just had not thought of.

Hello Jasper,

I'm not aware of any way to do this but you could try to have a queue where Copilot is assigned by default. If a customer would like to opt out, the call can be transferred to a separate queue. 

I took a look the Product Ideas Lab and while there were several features related to Genesys Copilot, I didn't see anything that was specifically similar to your idea. I would recommend that you submit this as an Idea for our PMs to look into.

I am curious if anyone else in the Community has tackled this before.

Hi everyone,
We've started exploring the use of the Genesys Copilot summary feature to automatically generate summaries that can be stored in Salesforce. Our idea involves leveraging Salesforce OpenCTI events to trigger an APEX call that uses the standard Genesys REST API Get Summary to retrieve the summary once the call is disconnected.

The goal is to improve efficiency by shortening ACW with AI-generated summaries so the agent just have to approve the summary.

With voice recording, it's straightforward, we can prompt for consent, apply a wrap-up code, and set a retention policy based on the caller's response.

However, Copilot is assigned at the queue/agent level and stays active throughout the interaction. So far, I haven't found a way to enable or disable Copilot on a per-call basis, which raises concerns about how we can offer customers a clear opt-out option if we're using AI for call summaries.
I'm curious if anyone has tackled this or found a workaround that allows for dynamic control of AI features during live interactions. Any insights or suggestions would be really appreciated.