Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Cloud integration with third part bot in Microsoft composer (voice channel)

    Posted 11-06-2023 06:19
    No replies, thread closed.

    Hi all!

    Based in your experience, what is the best way to integrate Genesys Cloud with a third party bot built using Microsoft Composer (for the voice channel).?
    Initially I only see this two methods,

    1.- Integrate Genesys Cloud and Microsoft Composer with an external solution like Audiocodes Voice AI Connect.

    2.- In a Dialog Engine Bot Flow transcribe the user input and use a Data Action to send the text to Microsoft Bot Framework. And implement in the Dialog Engine the flow to maintain the conversation between the caller and the third party bot. 

    Do you have some experiences with these approaches? What call volume is your develop managing?

    Is there any other additional approach? 
    Thanks in advance!
    Daniel


    #ConversationalAI(Bots,AgentAssist,etc.)

    ------------------------------
    Daniel Gil González
    Sabio Ibérica, S.A.
    ------------------------------


  • 2.  RE: Genesys Cloud integration with third part bot in Microsoft composer (voice channel)

    Posted 11-21-2023 21:59
    No replies, thread closed.

    Both of these would work fine, but you can also consider an AudioHook integration.  There will be 2-way audio coming soon to AudioHook and it would allow you to transport the audio to MS Composer and back.  You would have to setup a server to receive it and hook into MS, but that method would be the least expensive and easiest to work with.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Genesys Cloud integration with third part bot in Microsoft composer (voice channel)

    Posted 11-23-2023 11:51
    No replies, thread closed.

    Thanks Robert for your comment.

    yeas, I had AudioHook in my mind but this functionality is not yet available so I need do it in a different way. I guess that it will be available soon (Q1 24), right?



    ------------------------------
    Daniel Gil González
    Sabio Ibérica, S.A.
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud integration with third part bot in Microsoft composer (voice channel)

    Posted 11-23-2023 11:56
    No replies, thread closed.

    Yes, we expect Beta early Q1 2024.   Again, what is the end goal here?  If using DCCP for voice or Nuance for IVR, they why even look at Genesys Cloud aside from the fact that neither of those are ready for prime time.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content