We connect into our Voice AI Agent using an Architect flow and Genesys Audio Connector or BYOC Cloud.
Question:
What is the best practice when a Genesys Cloud CX human agent wants to transfer a call to an AI Agent? Is their a recommended design pattern to do this?
We would like to be able to share context about the call with the AI Agent. This is easy to do with trunk side calls using Audio Connector (Session Input variables) and BYOC Cloud via UUI but how is state shared when a human agents transfers the call to the Voice AI Agent?
Thank You
#Architect------------------------------
Alan Klein
SA
------------------------------