Genesys Cloud CX - Beta HQ

Dear All,

I am trying to configure "Genesys Audio Connector" to integrate Genesys Cloud with Microsoft Copilot. as customer is looking for bidirectional  BOT feature. (Ex. in case the call is not resolved on BOT they want the call sent back to Genesys Cloud environment for agent transfer.)

as we know that Copilot is actually a text bot(the direct line api accept TTS(text script), process and return in the same format. Plz help us to understand how we can integrate ASR/TTS  engine with With Audio connector as well.. Kindly share the configurations documents(if any readily available code is here) if any.. as the product got released last week, we don't have much documentation available so far.

Thanks,

Dev

#BetaAnnouncement

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Devanand Gawande
Capgemini Brasil S.A.
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Hi Devanand, I'm facing a similar problem. I'm trying to configure the Audio Connector in the Architect Flow, but we haven't too much support material to implement it. It should be nice that Genesys could share an archive or an exemple of one implementation with all the possible details.

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Leonardo Xavier
Datametrica
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I am also curious about this integration. Has anyone implemented this connection?

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Charis Sideridis
INTRACOM SINGLE MEMBER S.A. TELECOM SOLUTIONS.
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Hi Devanand, Could you do the integration between Audio connector and MS studio? 

Thanks,

Luciano

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Luciano Iturbide
COMMERCIAL MANAGER
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Hi @Devanand Gawande, @Leonardo Xavier, @Charis Sideridis

I suggest you look at this two links on developer site:

AudioHook Protocol Specification

Audio Connector: Sample Integration with OpenAI Realtime Voice API

The first link is about how Audiohook works, it is the base of AudioConnector. The second link is sample integration with OpenAI.

Just to resume, AudioConnector is a way where Genesys Cloud give you more control on the call, it connects the audio to your app and it have to care of almost everything, like understand customer voice (ASR), send audio to the customer (TTS), use IA to detect intentions, etc is up to you. There are other blueprints taking care about how a 3rd party could use Microsoft Speech Services for ASR, but how you glue all the pieces is up to you.

@Devanand Gawande, maybe could be another approach without using AudioConnector but all depends of what are your goals. Audio Connector is to build your own BOT integration in the same way Genesys Cloud has with Google DialogFlow or  Amazon Lex V2.

Regards,

SG

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Saugort Dario Garcia
Arquitecto de soluciones
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