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  • 1.  Genesys Cloud CX | AI Integrations

    Posted 06-16-2025 02:30
    No replies, thread closed.

    Hey guys, 

    We're taking a look at 3rd party AI solutions in order automate the handling of some of our interactions; potentially voice and email interactions. 

    Does anyone have any recommendations? Perhaps something that is working well for you and and your Org? 

    Many thanks in advance. 

    Matt 


    #API/Integrations

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    Matthew Tipler
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  • 2.  RE: Genesys Cloud CX | AI Integrations

    Posted 06-16-2025 12:16
    No replies, thread closed.

    Hi Matthew

    Great question, hopefully the community can help with some recommendations 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Genesys Cloud CX | AI Integrations

    Posted 06-17-2025 11:22
    No replies, thread closed.

    Hi Matthew,

    Out of curiosity, what is it that Genesys AI features don't do for voice and email interactions that is causing you to look externally?



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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    Original Message


  • 4.  RE: Genesys Cloud CX | AI Integrations

    Posted 06-18-2025 03:10
    No replies, thread closed.

    Hey Jim, 

    I hope that you are well today and thank you for your response. 

    Let me start by saying that I'm relatively new to AI and that I'm not a developer (Solutions Architect). Our requirements are a little vague at the minute and we're very much at the start of what I anticipate to be a journey of AI and (probably more importantly) automation adoption, within our Genesys Org. 

    We've mapped out the operational processes that 'sit behind' an interaction / queue, the steps undertaken by an agent and the platforms that they interact with (outside of Genesys) in order to serve our customers and close an interaction. What is very clear having completed this process is that automation between Genesys / AI Solution / 3rd Party platforms is vitally important and just as important as the AI capability.

    My understanding (perhaps wrongly?) is that workflow automation triggered by AI data (via Architect workflows) is quite limited within the native Genesys offering? We are also interested in Interaction Summarisation, Suggested Agent Responses and Key Data Extraction (to 'feed' automations), which I 'believe' Genesys can natively provide to a decent standard. 

    Cheers. 



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    Matthew Tipler
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    Original Message


  • 5.  RE: Genesys Cloud CX | AI Integrations
    Best Answer

    Posted 06-18-2025 16:59
    No replies, thread closed.

    Hi Matthew,

    I'd recommend that you get with your Genesys Account team and ask for a demo of all the AI platform features that are already provided by Genesys Cloud.  That feature set is growing every week and I think you'll be amazed at what you can do if you take advantage of it.  And there are definitely ways to use AI data from Architect in combination with work automation tasks to automate backend platform work, but I'll admit that you have to be a little creative at the moment in the way that accomplish that.



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    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
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    Original Message


  • 6.  RE: Genesys Cloud CX | AI Integrations

    Posted 06-19-2025 04:40
    Edited by Ekaterina Kononova 06-19-2025 04:40
    No replies, thread closed.

    Hi! 

    For companies following the EU AI Act, in many cases it is needed to collect customer consent for use of AI on their interactions. It happens in some situations, where for majority of uses cases "inform" is enough. However, when we must collect consent for use of AI, we must follow customers' decision and Genesys out-of-the-box AI features doesn't allow us to disable use of AI on interaction level. 

    That is why we are not using Genesys AI features in our company. We have inhouse teams working with integratable AI components developed and managed in secure and compliant way, also reusable in other areas of business not only customer support.  



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    Ekaterina (Kate) Kononova
    Product Development | Data, Analytics & Quality Management
    Sweden
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    Original Message


  • 7.  RE: Genesys Cloud CX | AI Integrations

    Posted 06-19-2025 04:56
    No replies, thread closed.

    Thanks Ekaterina for your response!

    A summary below of customer consent requirements (ironically provided by AI)... 

    If you are using AI in a customer-facing way, such as a chatbot, voicebot, or an email system that automatically responds to customer queries, you are legally required to inform the customer that they are interacting with an AI system. This is a core transparency requirement under the EU AI Act.

    In many cases, especially where the interaction may affect the customer's rights or interests (e.g. complaints, account actions, or service decisions), you must also give the customer the option to request a human alternative. This means clearly telling them they can speak with or be referred to a human agent if they prefer.

    However, if the AI system is used only in the background-for example, to extract data from a voice call or email to help your human agents, and the AI is not interacting directly with the customer-then you do not need to inform the customer or provide an opt-out.

    If you're using AI to generate content, such as automated email replies, and the customer receives that content as if it were written by a person, you must label or disclose that the content was generated or assisted by AI, unless it's already obvious to the customer.

    Finally, if your AI use falls into a high-risk category-such as making decisions in finance, employment, healthcare, law enforcement, or areas where significant rights are affected-you are obliged to both inform the customer and offer a human review or escalation path.



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    Matthew Tipler
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    Original Message


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