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  • 1.  Genesy Live Transcript Integration with MS Copilot Studios

    Posted 09-10-2025 17:02

    Hey everyone!

     I'm currently knee-deep in what I like to call "the Copilot Studios experiment" and figured I'd throw this out to the community to see if anyone else has ventured down this particular rabbit hole.

    I'm working on an integration with Microsoft Copilot Studios that:

    • Kicks off when a conversation starts

    • Reads live transcripts 

    • Searches SharePoint in real-time to pull up relevant topics the customer has interacted with before

    • Hopefully, it provides some context that makes everyone's life easier, specifically agents handling the live interaction

    I've got the flow portion working! I am currently wrestling with permissions and working with IT to get that  fixed

    Has anyone else attempted something similar? I'm particularly curious about:

    • Did you run into any permission nightmares?

    • Any unexpected "gotchas" that had you staring at error messages?

    • Success stories

    • Horror stories

    I'm especially interested in hearing from folks who've tried real-time transcript processing with SharePoint searches. Did it work as smoothly as the marketing materials suggested?

    The end goal is to create something that actually helps customer service reps by surfacing relevant historical context automatically. 

    Drop a comment if you've been down this path before! I'm all ears for:

    • War stories (both triumphant and traumatic)

    •  warnings

    • helpful tips

    • Links to documentation

    Thanks in advance for any wisdom you can share! And if this whole thing works out, I promise to write a follow-up post with either a victory dance or a cautionary tale.


    #Unsure/Other

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    Chris Rodriguez
    Genesys Administrator, Analyst, Workforce Management
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  • 2.  RE: Genesy Live Transcript Integration with MS Copilot Studios

    Posted 09-10-2025 17:42
    Edited by Brian Jones 09-10-2025 17:44

    Greetings Chris - Although not a direct answer to your questions, I did notice Genesys is planning to release a SharePoint Knowledge Connector by the end of this year. If they do, I presume admins could use Genesys Agent Copilot to automatically surface SharePoint content for the agents based on the live voice or digital interaction transcription--directly in Genesys. As an added bonus, the Genesys Virtual Agents could use the same SharePoint knowledge connector for self-service offerings.

    That said, I presume you have already paid/budgeted for your MS Copilot Studio, so funding Genesys Copilot may not be appetizing. Plus you may have a bit more flexibility with your approach. Potential downside of your approach is you may be missing out on the advantages of allowing Genesys and its AI capabilities the opportunity to mine the SharePoint data & related conversations [end-to-end].



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 3.  RE: Genesy Live Transcript Integration with MS Copilot Studios

    Posted 09-10-2025 17:50

    Hey Brian, thanks for the heads up on the Genesys SharePoint Knowledge Connector! That end-of-year release timing could actually work out well since we're still in the Copilot Studio trial phase and haven't committed yet.

    The end-to-end conversation mining capability you mentioned is definitely worth considering. I'll keep my eyes peeled for more details on that Genesys connector as it gets closer to release. Thanks for the insight!



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    Chris Rodriguez
    Genesys Administrator, Analyst, Workforce Management
    ------------------------------

    Original Message


  • 4.  RE: Genesy Live Transcript Integration with MS Copilot Studios

    Posted 09-10-2025 18:06

    No problem at all! Glad my indirect answer somewhat helped, haha. TBD if it'll be exactly what you need, but best to try it before you go too far down that rabbit hole 😉

    Speaking of which, make sure you vote for that idea I linked above so you can get updates when they release it or potentially request beta/limited availability candidates. Genesys may benefit from having someone like you try their version to help them iterate from there.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


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