Hi @Kaushik Bose,
Could you please expand a little bit your use case? I am not familiar with Kore.ai solution, but I give it a quick look in theirs offering. Depending on the use case you want to implement, Genesys Engage has several ways to make it possible, for example.
- If we talk about chat and open media interactions
- You could make use of GMS. GMS is a Genesys Engage component capable of give you a way to integrate digital open media channels to Genesys Engage like a chat
- If we talk about voice interactions
- You could implement several solutions, one possible using mcp to create a confer between customer-Genesys Engage-Kore.ai and offer a voice bot or a voice assistant.
You have to define your several things like:
- use case,
- desirable features
- Who will in charge to receive and control the interaction in first hand, example:
- interaction is first processed by Genesys, then solution logic decide when y how AI is invoked
- interaction is first processed by AI, then solution logic decide when y how Genesys Engage is involved.
Best regards,
SG
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Saugort Dario Garcia
Interacciones Inteligentes S.A.
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Original Message:
Sent: 08-09-2024 05:52
From: Kaushik Bose
Subject: Genesys Engage Integration with Kore.ai Platform (or a similiar AI platform)
What are the possible ways to do Genesys Engage Integration with Kore.ai Platform (or a similiar AI platform?
What are the pros and cons of doing such a deployment with a SIP based approach as compared to MRCP based approach.
The use case will cover voice (inbound and outbound) and non voice channels
Regards
Kaushik Bose
#ArchitectureandDesign
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Kaushik Bose
Deloitte
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