Genesys Cloud - Developer Community!

Hi everyone,

I'm working on a Genesys Cloud implementation where we need to support multiple languages in a voice bot.

The current Genesys Architect Bot Flow configuration provides support for several languages, but three of the required languages are not available in the supported-language list:

• Mandarin

• Romanian

• Slovak

The requirement is to have two-way voice bot conversations in these languages, including speech recognition, intent understanding, and voice responses.

We are evaluating whether to use a third-party conversational AI platform, such as:

• Google Dialogflow CX

• Amazon Lex

The idea would be to use Genesys Cloud for the voice channel and call flow, while using a third-party conversational engine for languages that are not currently supported by the native Genesys Bot Flow.

I would appreciate guidance from the community on the following:

1. Is using Dialogflow CX or Amazon Lex a recommended approach for supporting languages that are not available in the native Genesys Bot Flow?

2. Which of these would you recommend for Romanian, Slovak, and Mandarin voice conversations?

3. Can we use a hybrid approach, where some languages are handled by the native Genesys Bot Flow and the unsupported languages are handled by a third-party bot?

4. What are the main considerations regarding ASR, TTS, latency, session/context handling, and transferring the conversation back to Genesys Cloud ACD?

5. Is there another Genesys-supported approach that we should consider before using a third-party conversational engine?

Any recommendations or experience with similar implementations would be greatly appreciated.

Thanks in advance!