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Contest - Tell Us Your Genesys Project Story & Win a Super Prize

  • 1.  Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-05-2023 13:10
    Edited by Nicole Milliken 11-06-2023 09:10

    "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 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 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.

    Ready, Igor?


    Matt Lawson
    Genesys - Employees
    Online Community Manager

  • 2.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-06-2023 09:56

    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.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-06-2023 11:26

    AMAZING, Robert!!! I am not surprised you came up with this :)

    Nicole Milliken
    Genesys - Employees

  • 4.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-11-2023 16:44
    Edited by Lucas Woodward 10-11-2023 16:49
    I've been on a mission to bring software development practises to how OVO Energy (a major energy supplier in the UK) develop Genesys chatbots. We use what I've created to quickly and reliably release new features in our chatbots, all whilst maintaining quality. This has resulted in:
    • Reduced our turnaround time to be able to adapt to customer feedback
    • Reduced the time it takes to develop, test and release new functionality
    • Reduced issues with our chatbots
    • Chatbot's behaviour being clearly defined in easy to read tests

    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 Woodward
    OVO Energy Ltd

  • 5.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-17-2023 10:40

    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! 

    Nicole Milliken
    Genesys - Employees

  • 6.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-19-2023 17:02

    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.

    • What made you start this project?  It sounded like a fun challenge.
    • How long did it take?  About a month of spare time around other projects.
    • Any favorite (or least favorite) memories?  Editing the html templates that the system uses for voicemail delivery.
    • What were the results?  Pretty sizeable adoption from internal teams.
    • Did you have help along the way?  Whoever wrote the documentation/python libraries for GCP.
    • Does your project or bot have a name?  Voicemail Transcription
    • How did it turn out?  Honestly, better than anticipated.

    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.

  • 7.  RE: Contest - Tell Us Your Genesys Project Story & Win a Super Prize

    Posted 10-23-2023 09:27

    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!

    Nicole Milliken
    Genesys - Employees