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  • 1.  Coversational AI

    Posted 07-18-2023 10:41
    No replies, thread closed.

    Hi,

    I trying to use conversations AI BOTS in genesys cloud for the first time.

    Could anyone suggest what would be the best practice or best approach for developing a BOT flow, so that I can maintain the same one as a standard for all the upcoming projects?

    Regards,

    Radhika


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Radhika Radha Krishnan
    Conduent Business Services, LLC
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  • 2.  RE: Coversational AI

    Posted 07-20-2023 13:39
    No replies, thread closed.

    Hi

    Congratulations on starting on the path to better bots! There are some resources that can help you with best practices. Not sure if you are subscribing to Beyond, but there is an AI Fundamentals learning path that has some great content. Start with Bot Fundamentals  -- it will help you get started.

    https://beyond.genesys.com/explore/learning-path/ai-essentials

    There is also a good video tutorial right in the documentation: https://help.mypurecloud.com/articles/create-a-genesys-dialog-engine-bot-flow-video-tutorial/

    Hope these resources help you get started. @Mitchell Mason may be able to suggest additional options.

    Thanks and talk soon.



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    Jane Hendricks
    Genesys - Employees
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    Original Message


  • 3.  RE: Coversational AI

    Posted 07-24-2023 07:01
    No replies, thread closed.

    Hi, 

    Thank you or the response

    I have few questions related to voice BOT flow

    1. How do we send a text message to the customers phone number with a link to a web portal in a voice BOT flow
    2. How to send the voice bot call to an agent?

    Regards,

    Radhika R



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    Radhika Radha Krishnan
    Conduent Business Services, LLC
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    Original Message


  • 4.  RE: Coversational AI

    Posted 07-25-2023 09:12
    No replies, thread closed.

    Radhika,

    Check out this article about the SMS agentless API. You'll need to procure an SMS number in the system, or go through the process of setting up a SMS Short Code, but a long code can get you started while you build. https://help.mypurecloud.com/articles/agentless-sms-notifications/#:~:text=The%20agentless%20SMS%20notifications%20feature,automatically%2C%20based%20on%20triggered%20events.

    To send to an agent out of a bot flow, you need to "Exit Bot Flow" which will cause you fall back to your original inbound call flow, where you can transfer to ACD. Technically, the bot doesn't transfer to an agent, it recognizes it cannot help any further and exits, or you design it to exit it when it gets to certain part of the bot flow, or the end of the bot flow.

    Hope this helps,



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    Steve Alix
    EDCi
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    Original Message


  • 5.  RE: Coversational AI

    Posted 07-21-2023 00:29
    No replies, thread closed.

    Really similar principals as normal flows apply.

    Start simple, be ready to iterate, don't over engineer it, use reusable tasks to keep things modular. Map it out figure out what intents you will need and any other data you might need/want to capture (probably as slots) before you begin. 

    Couple of free DevCast videos to help get you started

    Building a Hello World Bot using Genesys Cloud Architect
    https://www.youtube.com/watch?v=6dX44UWyP14&t=3s
    Going the next steps with bots
    https://www.youtube.com/watch?v=02rHUCIDnEg



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    Anton Vroon
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    Original Message


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