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  • 1.  Extracting Intent and Summarizing Customer Queries in Genesys Cloud

    Posted 02-13-2025 06:32
    No replies, thread closed.

    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
    ------------------------------


  • 2.  RE: Extracting Intent and Summarizing Customer Queries in Genesys Cloud
    Best Answer

    Posted 02-13-2025 09:09
    No replies, thread closed.

    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
    ------------------------------



  • 3.  RE: Extracting Intent and Summarizing Customer Queries in Genesys Cloud

    Posted 02-14-2025 05:26
    Edited by Shubham Dhareshwar 02-14-2025 05:27
    No replies, thread closed.

    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.



    ------------------------------
    Shubham Dhareshwar
    NA
    ------------------------------

    Original Message


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