Genesys Cloud - Main

Hi,

I'm wondering if one can extract copilot detected data into script variables for ongoing conversation? Something similar that one can configure in AI Summary Custom Insights?

It would be powerful to extract certain data from conversation and use it in scripts (combined with with copilot NLU & rules), so that the agent wouldn't need to type the same data manually. Let's say that the customer has changed a phone number and the agent needs to ask for old and new numbers and then type them into a script and launch a data action (script button) to update the information to back office systems.

Happy New Year to all,

Hello Antti,

You may need to submit a feature request like that to the Product Ideas Lab. 

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

Hi,

I'm wondering if one can extract copilot detected data into script variables for ongoing conversation? Something similar that one can configure in AI Summary Custom Insights?

It would be powerful to extract certain data from conversation and use it in scripts (combined with with copilot NLU & rules), so that the agent wouldn't need to type the same data manually. Let's say that the customer has changed a phone number and the agent needs to ask for old and new numbers and then type them into a script and launch a data action (script button) to update the information to back office systems.

Happy New Year to all,