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Question About Voice Bots in Genesys Cloud Architect

  • 1.  Question About Voice Bots in Genesys Cloud Architect

    Posted 21 hours ago

    Hi,

    I hope you are doing well.

    I have a question regarding the voice bots in Genesys Cloud Architect. Could you please provide more information about how voice bots are configured and integrated within Architect flows?

    I would also like to understand what the best practices are for using voice bots to handle customer interactions, including how to transfer the conversation to an agent when needed.

    Thank you in advance for your help.

    Best regards,
    Yancel


    #Architect

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    Yancel Martinez Reyes
    NA
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  • 2.  RE: Question About Voice Bots in Genesys Cloud Architect

    Posted 16 hours ago

    Hi Yanvel, In Genesys Cloud Architect, voice bots are usually plugged in using something like "Call Bot Flow" or connectors like Dialogflow or Lex. Basically, Architect sends the customer to the bot, the bot handles the conversation, and then sends back what it understood (intent, confidence, any data collected). From there, the flow just decides what to do next, so Architect ends up orchestrating the whole thing. As a good practice, it's better to keep things simple, make sure you handle fallback and low confidence cases, avoid too many retries, and capture useful data during the interaction. And whenever the bot can't move forward (or the customer asks), you just transfer to an agent using "Transfer to ACD" and pass the context so the agent can pick it up without starting over.
    Good practices and have fun.



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    Att,
    Breno Canyggia Ferreira Marreco
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