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  • 1.  Is call summarization and Knowledge search supported on Genesys voice call while using Google Agent assist

    Posted 01-19-2024 06:43
    No replies, thread closed.

    Hi All, 

    I have created Google Agent assistant in Genesys pure cloud, i see that the bot is able to auto populate the knowledge article based on the real time conversations. However after the call i dont see call summary. Is it supported ? 

    I also dont find the option to manually search the KB when using google Agent assist ? ( Even though we have enabled Generative Knowledge Assist in Google). Is this supported on pure cloud ? 


    #ConversationalAI(Bots,AgentAssist,etc.)

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    Karthik Ageer
    Computer Generated Solutions, Inc.
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  • 2.  RE: Is call summarization and Knowledge search supported on Genesys voice call while using Google Agent assist
    Best Answer

    Posted 01-29-2024 15:36
    No replies, thread closed.

    Karthik,

    The features to manually search knowledge and to generate an after call summary are available in our Genesys Native agent assist solution and not in the our implementation of Google agent assist.

    Also, please note that we recently announced we are deprecating our Google agent assist offer and redirecting clients to the Native solution.  If interested, you can get a 90 day free trial on the Appfoundry ( link below) that will allow you to test the voice & digital knowledge surfacing, and the digital conversation summary.    Once you have this you can then request access to the voice summary beta through the Beta community site and select the "Agent Assist Voice Summary" icon.

    I hope this helps.

    Mike

    Appfoundry agent assist link - https://appfoundry.genesys.com/filter/genesyscloud/listing/c6f02620-8067-4abd-82f0-c77ed87c3339

    Beta community link - https://community.genesys.com/communities/genesys-cloud-beta-hq?CommunityKey=cbd2f140-168a-4c15-aacb-af2b23aa4329



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    Mike Ray
    Product Manager - Agent Assist
    Mike.Ray@genesys.com
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  • 3.  RE: Is call summarization and Knowledge search supported on Genesys voice call while using Google Agent assist

    Posted 01-29-2024 16:20
    No replies, thread closed.

    Hi Mike

    Sorry to jump on this thread, but can I please ask the logic behind having the call summarisation part of agent assist and not separate?  Is there an idea or discussion happening that will cater to people that want the summary but don't need (or want) the rest of agent assist?



    ------------------------------
    Vaun McCarthy
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    Original Message


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