A place to ask questions, connect with others, and stay in the know
"I am by birth a Genesys, and my family is one of the most distinguished of that online community."
- an unauthorized collaboration between Mary Shelley & Matt Lawson
When did you feel like a mad scientist?
With the power of Genesys at your fingertips, there is unlimited potential for wonderful things that you can build, tinker with, and enhance: from interactive bots to automation processes and don't think we forgot about artificial intelligence.
In our October contest, we want to hear the story of your passion project? Don't spare any details!
What do the winners get? A deluxe 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.
There is also a separate category for any Bots you use/created outside of Genesys.
------------------------------Matt LawsonGenesys - EmployeesOnline Community Manager------------------------------
I would call this more of a baby bot than a full grown BOT. We have always struggled with the dial-by-name directory in Genesys Cloud, so I decided to build my own using a bot of sorts. I saw the new Preview API for user search and thought to my self "Hey Robert, what if you used a bot to search for users instead of the build in stuff that never worked?" That lead to my Dial-by-Name botlet.
First I run the caller through a bot that ask them for anything using the Any slot type - simple enough and I have the option to confirm names and messaging. Then I run that into the User Search API. It will come back with matches that contain the spoken names. I iterate through the names and when user chooses one, I simple look up that user and transfer to them.
Simple enough and shows the power of simplicity of design. Of course, this would have not been possible without that new search API.
AMAZING, Robert!!! I am not surprised you came up with this :)
At a high-level the automated process looks like this:
I've been lucky enough to talk about it on stage at Xperience '23 and Genesys' Tech in 20 podcast. In my spare time I also write blogs about it, and the open-source tooling I've created for it, on OVO Energy's Tech blog - some of which are featured on Genesys's Developer Blog.
One part of it I'm particularly excited about at the moment is integrating ChatGPT into my open-source Web Messenger testing tool. This will allow us to leverage generative AI to perform automated exploratory tests - which is jolly exciting stuff indeed! I've written more about this in a discussion thread and there is a video of it in action.
------------------------------Lucas WoodwardOVO Energy Ltd------------------------------
Wow! This is so cool, Lucas! I can tell a lot of thought went into this flow. Way to go leveraging generative AI - so cool!
------------------------------Lucas WoodwardOVO Energy LtdOriginal Message:Sent: 10-05-2023 13:10From: Matt LawsonSubject: Contest - Tell Us Your Genesys Project Story & Win a Super Prize
A lot of the "core features" of PureConnect that relied on an external vendor sort of just ceased to exist when the vendor did, as well. This is pretty much the case with voicemail transcription which was previously "powered by yap." RIP 2011 Amazon Acquisition...Anyhow, this was a really common request so I decided to just build it out as a customization instead. I built a solution using Google's long running transcription API/Google Cloud Storage and hacked apart the existing voicemail handlers to make them support writing to a separate .wav file, passing that to a Google Cloud storage bucket and kicking off the transcription process. Since it's voicemail, the added few seconds of delay this process added really wasn't impactful.The great thing was that it was very easy to set up GCP projects for each of the sub groups using the service so we could easily bill back the recognition API usage appropriately.
Wow, Aaron! That is really cool! I love that you rebuilt and reimagined a feature that was sorely missed by people and made it even better. Kudos! Thank you so much for sharing. I am really inspired by all these super smart members we have in the Genesys community, really amazing work!
I came into the position having very little experience building and managing chat bots in a time of transition for the company. This transition was what caused the inception of the project. Leaving our previous chatbot provider, who offered less flexibility and fewer tools, there was an opportunity to increase the quality and ability of the bot. Over about 3 months I built the first iteration of our new bot, the Virtual Assistant, through Genesys Cloud CX. Even being that I was learning everything as I went, the company saw dramatic results. We saw an increase in bot entries of approximately 66% to 35,000 entries a month, a containment increase of 32% to 84%, and a 13.5% decrease in chats requiring live agents. <o:p></o:p>
The Genesys Resource Center and Community were a huge help. The documentation and community taught me to effectively use the built-in variables for chatbots (shout out to session.lastcollectionutterance and session.activeintent) and how to build my own. The built-in variable are used to smoothly pass members through chat flows when the necessary information is provided to avoid asking repetitive questions or unnecessary clarification. They are also used to react to time of day and week to ensure a natural, human-like experience for our members. Although many of my custom variables may be simple in terms of construction, they are powerful tools to ensure our members get their questions answered. <o:p></o:p>
Learning new tools, making proof of concepts, then applying them to the bot has been fun. I relish the experience. As it is just one huge puzzle! A puzzle that is always evolving. Sometimes devolving… but that is part of the journey. The Virtual Assistant and I have come a long way over the last 13 months and we still have much further to go as I figure out new and more effective ways to help our members.<o:p></o:p>
Wow, Andrew! Those are some very impressive results! And what a feature that people love. Thank you so much for submitting this! Great work.