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How to pass voice call transcript that customer had with dialogflow CX bot to Genesys cloud agent

  • 1.  How to pass voice call transcript that customer had with dialogflow CX bot to Genesys cloud agent

    Posted 02-22-2024 11:59

    on a incoming call, i am routing the call to dialogflow cx bot (from callflow in genesys), if the call is escalated to a live agent, the call gets routed to an agent in genesys using transfer to queue block. When the agent answers the call, i want the agent the option to have the option to view the transcript of the conversation he had with Dialogflow cx chat bot. How can i achieve this ? Please assist. 


    #ConversationalAI(Bots,AgentAssist,etc.)
    #Integrations

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    Karthik Ageer
    Computer Generated Solutions, Inc.
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  • 2.  RE: How to pass voice call transcript that customer had with dialogflow CX bot to Genesys cloud agent

    Posted 02-27-2024 22:38

    You are wanting the transcript of the call in DialogFlow CX to come across to the agent?  Only way would be to have Dialog Flow capture the audio, transcribe it, then send it to Genesys as Metadata and then show it in the script.  I don't think the Genesys Bot can even do that currently - the bot transcript is shown after the call disconnects.  



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