Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Features/Enhancements and Capabilities

    Posted 03-24-2022 09:24
    No replies, thread closed.
    Good Morning everyone!

    We are looking for resources and/or documentation of what we can include in our chat bot we utilize through Genesys Dialog Engine.  We'd like to take really enhance this, but there is a lack of information of how we can accomplish this and what we can do.  For example, can we make this interactive with including FAQ answers right in this or can we have the customer authenticate their my account through this.

    Right now we are utilizing URL's to point customers to pages on our website.

    Just looking for ideas and assistance!


    #Ask Me Anything (AMA)
    #Architecture and Design
    #Connect with a Customer (NEW)
    #Digital Channels
    #Implementation
    #API/Integrations
    #Omni-Channel Desktop/User Interface
    #Outbound
    #Platform Administration
    #Quality Management
    #Remote Work Enablement
    #Reporting/Analytics
    #Roadmap/New Features
    #Routing (ACD/IVR)
    #Security
    #SIP/VolP
    #System Administration
    #Telephony
    #Unsure/Other
    #Community Videos (TAM, QA, etc.)

    ------------------------------
    Matthew Aubin
    Raymour & Flanigan Furniture
    ------------------------------


  • 2.  RE: Features/Enhancements and Capabilities

    Posted 03-25-2022 04:40
    No replies, thread closed.
    I would start to use Bot Flow if I were you as Dialog engine is due to be deprecated.  Its possible to use authentication if you run it through web messaging, I think this has been put in GA release and you build a knowledge bot rather than intent based bot to do FAQ

    There is a good couple of tutorials on the YouTube channel that run you through setup and what you can do

    ------------------------------
    Andy Jackson
    Ten Lifestyle Management Limited
    ------------------------------

    Original Message


Related Content