Hello
In Genesys Cloud, you won't find native OCR as a built-in feature. However, the platform allows integration with any OCR solution through APIs, partners, or AppFoundry, since it is fully based on REST APIs and SDKs for customization.
Below are the main OCR options typically used with Genesys Cloud (across voice, chatbots, WhatsApp, and Architect flows):
Google Document AI / Vision OCR
1. Architect (flows)
- Call an external OCR API
- Receive the response
- Use the extracted data within the flow
2. Webhooks / Middleware
Examples: Node.js, n8n, Azure Functions
Used to orchestrate:
- File reception
- Sending the file to the OCR service
- Returning the processed data back to Genesys Cloud
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Victor Soares
Gerente técnico
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