Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

I added a create a callback function to our afterhours bot so that if a customer was not able to get the answer from the bot they could book a time for an appointment for a live agent to call them back.

• What made you start this project? - A customer complaint

• How long did it take? I took a few hours to get the bot using the API, and then many more hours to get the logic of booking the appointment  time

• Any favorite (or least favorite) memories? Doing the timezone change math with a stick in the snow while walking my dogs through the woods.

• What were the results? A new option for customers.

• Did you have help along the way? No

• Does your project or bot have a name? After Hours Callback

• How did it turn out? Great

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

Hey James! Thank you so much for this submission - it sounds really cool! Do you have a screenshot or video of it in action? 

I added a create a callback function to our afterhours bot so that if a customer was not able to get the answer from the bot they could book a time for an appointment for a live agent to call them back.

• What made you start this project? - A customer complaint

• How long did it take? I took a few hours to get the bot using the API, and then many more hours to get the logic of booking the appointment  time

• Any favorite (or least favorite) memories? Doing the timezone change math with a stick in the snow while walking my dogs through the woods.

• What were the results? A new option for customers.

• Did you have help along the way? No

• Does your project or bot have a name? After Hours Callback

• How did it turn out? Great

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

Sure thing. Excuse the crudeness of the screen shots. 

Hey James! Thank you so much for this submission - it sounds really cool! Do you have a screenshot or video of it in action? 

I added a create a callback function to our afterhours bot so that if a customer was not able to get the answer from the bot they could book a time for an appointment for a live agent to call them back.

• What made you start this project? - A customer complaint

• How long did it take? I took a few hours to get the bot using the API, and then many more hours to get the logic of booking the appointment  time

• Any favorite (or least favorite) memories? Doing the timezone change math with a stick in the snow while walking my dogs through the woods.

• What were the results? A new option for customers.

• Did you have help along the way? No

• Does your project or bot have a name? After Hours Callback

• How did it turn out? Great

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

The project I created pulls together metrics from Flows, Bots, Integrations, all the way down to the services our bots depend and their databases. This unified view gives us:

• An in-depth understanding of how are bots and their dependencies are behaving

• The ability to gracefully degrade functionality

• A wealth of information necessary to debug issues

This is an overview I drew for a LinkedIn post.

I started this project in my own time with the expectation of it coming in handy as we continued to create bots that handled more complex journeys. These journeys heavily rely on backend services we've created to perform actions on behalf of the customer, so being able to see how the entire stack was behaving (from Genesys Cloud Bots/Flows, Integrations, Data Actions, OAuth clients etc all the way down to K8s services using RDS) was vital for diagnosing issues and deriving business value.

It didn't take me too long, especially using Genesys Cloud's EventBridge Integration, which is incredibly useful. I also made it use AWS's Lambda and DynamoDB, allowing it to scale automatically based on demand. I blogged about the architecture here, along with one aspect of the metrics gathering.

My favourite memory of it, and when it showed its true worth, was when we (and similar companies) had an unprecedented amount of customer contact (approx 700% more) over a couple of days. During this period we were able to closely monitor every aspect of our journey. This allowed us to diagnose issues within minutes.

Last time I checked it was processing on average 4 million+ events a month at approx $50.

------------------------------
Lucas Woodward
OVO Energy Ltd

https://www.linkedin.com/in/lucas-woodward-the-dev

Original Message:
Sent: 10-01-2024 11:36
From: Matt Lawson
Subject: Contest - Show Us Your Genesys Experiments (Prize)

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

I'm working in GSneotek korea. Our company has configured the following by using bots for customers who use Genesys Cloud.

Genesys bot summarizes the purpose of the customer's callback request and then update the summaries to the ticket when routing to the agents.

In addition, the call is automatically summarized according to the customization items after the call ends.

The summarized data was integrated with chatGPT.

What made you start this project?

We started this project because we thought that if Collbot summarized the customer's request, We could improve the agent efficiency.

If we can analyze the reason for callback in more detail or analyze the customer's emotions, we can route it to the best agent.

And if the customer's request summarized in the ticket is updated before it is routed to the agent, the agent's Handle time may be reduced.

Above all, the items of the call summary can be customized, so we can summarize them in the format we want for each customer.

What were the results?

We can reduce AHT because we can inform the agent in advance of the customer's requirements for callback.

And customers can easily submit requirements by voice.

Genesys does not support Korean for the call summary, but the call summary can be segmented in multiple user-defined sections (i.e.: feedback, sentiment)

How long did it take?

Creating chatbots didn't take long, but creating the genesys client app that can be call summarized took longer.

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

Good Evening,

The community has opened its tomb once again and calls on the most daring and ingenious Genesys Experimenters from this world and beyond. The Community's Big Bad Bot Bash summons you!

What recent developments have you manufactured in your Genesys environment? Is there a bot, automation process, or AI enhancement that has inspired your lab assistants? If so, enter your story below for the chance to win a prize from the Community's prize wall.

You may remember this grave contest from last year. Feel free to use it for inspiration, but only new submissions are allowed this year. 

In our October contest, we want to hear the story of your passion project? Don't spare any details!

• What made you start this project?

• How long did it take?

• Any favorite (or least favorite) memories?

• What were the results?

• Did you have help along the way?

• Does your project or bot have a name?

• How did it turn out?

What do the winners get? A prize from the prize wall.

How to Enter? Reply below to this thread with your story! You can submit a video, power point, text, cartoon, whatever helps you tell your story and help us learn about the innovation you have going on that leverages Genesys. 

Main Rule: No sharing contact information: phone numbers, emails, addresses, etc.

What kind of "Bot" qualifies? Naturally, any chat or voice bot is fair game, but we are also eager to hear about any automation processes, AI advancements, or reporting system that required you to dream big, stretch your knowledge, and get inventive, but ultimately made your life with Genesys easier. 

We have trivia events all month long and even a contest for scary stories. Don't miss anything, and tell Igor they can join the fun, too.

Good luck,

Matt & Team

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------