Hi Robert,
Here would be our scenario, trying to make it simple so that we can even verify it does work and will work for us.
The AI Agent would login to Genesys just like a live agent
Then go on-queue just like a live agent
The AI agent would have its own email Queue, our live agents would triage all emails, if it is an email interaction that an AI Agent can handle, it would be forwarded to the AI Agents Queue
So in theory, the AI Agent could stay logged in 24 hours a day if we wanted it to.
The vendor that is proposing this scenario to us, has never worked with Genesys (or in the Genesys World), so this means myself and our companies API Team need to figure this out
The reasons for the triage is because the AI Agent will not be able to work with forms (attached to the email) that are handwritten, the form has to be from certain states (we are a workers compensation insurance company)
We figure the triage would be quicker and less expensive, our live agents would be waiting all day for one AI Agent to work through email (possibly hundreds a day) interactions to determine if it can even process the form in the email. Plus we are charged for every time the Agent touches an email interaction.
I am thinking down the road we could do more with Flows, etc., right now we just want to make sure we start (if we even can) with something basic so that we are not spinning our wheels for weeks.
We can always build from basic
Thank you, Mike
Mike Schimento
Telecommunications Specialist III
Zenith Insurance Company
1390 Main Street
Sarasota, FL 34236
Office Phone: 941.906.5955
Fax Number: 941.906.4347
E-mail: mschimento@thezenith.com
TheZenith.com
P Please consider the environment before printing this email.
*********************************************************** NOTICE: This e-mail, including attachments, contains information that may be confidential, protected by the attorney/client or other privileges, or exempt from disclosure under applicable law. Further, this e-mail may contain information that is proprietary and/or constitutes a trade secret. This e-mail, including attachments, constitutes non-public information intended to be conveyed only to the designated recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attached document is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and attached documents. ***********************************************************
Original Message:
Sent: 10/6/2023 10:38:00 PM
From: Robert Wakefield-Carl
Subject: RE: Digital Co-Worker (AI agent)
Not sure what you are describing, but Emails can be passed through Email flows in Genesys Cloud and routed to queues. Your "digital co-worker" can use the standard interface to log in and answer calls. Now if you "co-worker" is an AI, what you are going to want to do is extract the body of the email in the Email flow and use a data action to send it to the AI and get a response that can be used as a reply to the sender. What part do you need assistance with?
------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------
Original Message:
Sent: 10-04-2023 08:35
From: Michael Schimento
Subject: Digital Co-Worker (AI agent)
Good Morning,
our company is looking at using a Digital Co-Worker (AI agent) or two to assist with Email Interactions.
basically we are lost in setting this up, basically because it is API related.
Is there anyone using this now, was it easy to set-up, does it work ell, etc.?
what we are trying to figure out is the setting up of the API for the Digital Co-Worker to be able to login, go on-queue, etc.
#Unsure/Other
------------------------------
Michael Schimento
Zenith Insurance Company
------------------------------