Genesys Cloud CX

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  • 1.  Google Cloud Dialogflow CX/Genesys Integration

    Posted 07-28-2022 16:38

    Hi everyone,

     

    Reaching out to get some feedback of anyone who has implemented the Genesys Cloud Good Dialogue Flow into their environment, specifically for a voicebot.

     

    https://help.mypurecloud.com/articles/google-cloud-dialogflow-cx-quick-start-guide/

     

    Any pro's/cons of using the integration to connect to Google DF would be really helpful for some insights.

     

    Thanks
    Daniel


    #Integrations

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    Daniel
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  • 2.  RE: Google Cloud Dialogflow CX/Genesys Integration

    Posted 07-28-2022 21:58
    With the integration and features of Genesys Dialog Engine Bot Flows, we have stepped away from Google and AWS bots.  I do know that CX is much better, but still lacking in features compared to Genesys.  If you go down that route, be sure to have a master agent on GCP and place all your bots under that.  Also, don't try to build common bots for voice and chat - never had too much luck with that for different message lengths and delays in recognition.   Finally try to use loops in Genesys Cloud flows instead of trying to do it all in CX.  Makes reporting and routing easier if you come out with intents that can be acted on in Genesys.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Google Cloud Dialogflow CX/Genesys Integration

    Posted 09-26-2022 22:28
    Hi Robert - thank you for the feedback and suggestions - especially: 'do not try to build common bots for voice and chat' and the reporting aspects of Gensys vs GCP virtual agent...  May I ask if you or anyone else has experience with the Genesys "adapters" to DialogFlow CX ?  What features do you see "lacking" between Genesys Dialog Engine Bot Flows & CX specifically to compare?  So to understand if I need to run 2 separate proof of concepts for voice bots (Genesys-native vs DFCX)

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    Wilfred Dee
    HelloFresh
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