Genesys Cloud - Main

In this episode, host Matt Lawson sits down with Senior Director of Support Services, @Angelo Arezzi, to talk about the three-year journey Genesys went on to implement AI features. He then gives great advice on how other organizations, large and small, can plan around adopting AI services within their own workflows.

Chapters: 

0:00 - 13:12: Intro

13:13 - 50:00: Presentation by Angelo Arezzi on AI Implementation

50:01 - 50:33: Outro

If you have any questions about this topic, please leave a comment below and we'll send them over to Angelo for answers! 

Thanks for watching :)

#CommunityVideos(TAM,QA,etc.)

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Nicole Milliken
Senior Online Community Video Specialist
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This is helpful information, and the first use case for Generative Knowledge is similar to my use case. I am not a developer, and I have been struggling to understand how we could incorporate Generative AI into our digital bot flows thinking there were built in/licensable LLM and AI agents already in Genesys or Appfoundry. But if I understood correctly, we should start by using a 3rd party like Amazon or Google to build a Generative AI RAG model, call the knowledge bases and other sources and tie those to my existing digital bots via APIs? Is that correct? I would love more high-level detail on the steps you took to accomplish this, you would be my favorite Genesys employees ever.