Thank you , can you please tell me how does this work functionality wise this ai work in summarizing and identify main intent from the sentence.
Also if i prompt multiple issues as a intent in one sentence how does it pick or prioritize the intent while summarizing.
Original Message:
Sent: 02-13-2025 09:08
From: Samuel Jillard
Subject: Extracting Intent and Summarizing Customer Queries in Genesys Cloud
Hi Shubham,
I believe using Genesys Virtual Agents, you can get customer intents and a summary before transferring to Agent: About Genesys Virtual Agent
As stated in the Configure after contact settings for Virtual Agent: agent escalation: the Virtual Agent displays the conversation summary to the right of the interaction panel of the agent that Genesys routes the interaction to.
I'm not sure if this is exactly what you are looking for, but hopefully it helps
------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 02-13-2025 06:32
From: Shubham Dhareshwar
Subject: Extracting Intent and Summarizing Customer Queries in Genesys Cloud
Title:
Extracting Intent and Summarizing Customer Queries in Genesys Cloud
Body:
Hello Genesys Community,
I'm looking for a way to extract customer intent and summarize their query before transferring the call to an agent in Genesys Cloud. Ideally, the agent should see a short summary of the customer's issue when they receive the call.
I have a few questions:
Does Genesys Cloud AI have a built-in feature for extracting intent and summarizing customer queries?
2)Does it have any LLM model to build?
Any guidance, best practices, or documentation links would be greatly appreciated!
Thanks in advance!
#ArchitectureandDesign
------------------------------
Shubham Dhareshwar
NA
------------------------------