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  • 1.  Integrating Dialogflow cx bot to Genesys CX

    Posted 01-08-2024 03:26
    Edited by Basilio Jr Guevarra 01-08-2024 03:29
    No replies, thread closed.

    Hi

    We are currently trying to integrate Dialogflow CX to to Genesys however, we encountered this API integration issue. We have the API integrated into Genesys and can only be access through OAuth2. We want to access the same API directly from Dialogflow CX, would that be possible? I'm wondering If anyone has already solved this issue, and how did you do it?

    Best,

    Basilio


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Basilio Jr Guevarra
    IONOS Service GmbH
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  • 2.  RE: Integrating Dialogflow cx bot to Genesys CX

    Posted 01-14-2024 22:52
    No replies, thread closed.

    If I get you, you have a Data Action in Genesys to an API and that works, but calling it from DialogFlow does not?  Why not run the action before calling DialogFlow and pass the result into the bot?  What is it you are trying to do and why not use Genesys Bot instead of Google?  Much easier to work with and if the data action works, then nothing to figure out there.  



  • 3.  RE: Integrating Dialogflow cx bot to Genesys CX

    Posted 01-15-2024 00:27
    No replies, thread closed.

    Hello Robert,

    You are correct, we can make it work that way however, we wanted to try to process everything from the Google bot(removing loops from Genesys flow for incorrect input for readability). As of the moment we are trying things out what works best including google bot and Genesys bot. For this case, we wanted to know how to do the API calls(through OAuth2) directly from Diagflow Cx (Google) if this is even possible.




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    Basilio Jr Guevarra
    IONOS Service GmbH
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    Original Message


  • 4.  RE: Integrating Dialogflow cx bot to Genesys CX
    Best Answer

    Posted 01-15-2024 19:03
    No replies, thread closed.

    Using both can have good results depending on why you think you need the Google bot in the first place.  If for language selection or more access to the LLM, then I can see that.  If just to have another bot platform that you can use with other CCaaS platforms, also a good reason.  I always suggest you try the free stuff in Genesys first and then look elsewhere when requirements demand.  



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