Genesys Cloud - Developer Community!

Hello everyone,

I am beginning a deep dive into the topic of AI and its applications within Genesys Cloud. As part of this exploration, I am working with a customer interaction bot powered by AI Studio Guide.

My goal is to implement real-time sentiment analysis during the entire interaction to monitor the customer's emotional state continuously. Specifically, I want to:

• Collect sentiment data in real-time throughout the interaction.
• Detect if the customer becomes upset or dissatisfied at any point.
• Trigger a transfer or escalation to a human agent if negative sentiment is detected.

My question is: Is it possible to integrate real-time sentiment analysis within a Genesys Cloud interaction that involves a bot powered by AI Studio Guide? If so, what are the best practices or recommended approaches to achieve this?

Any insights or experiences shared would be greatly appreciated!

Thank you.

#WebMessaging

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Kaio Mathias

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Greetings @Kaio Mathias:

Although not a solution to your questions, I did notice (and hear at xperience) Genesys is planning to release Real-time Speech Analytics and Sentiment Analysis during live calls with Triggers. If they do, I presume the foundation will be in place to start tapping into that via your virtual agent. How--not entirely sure; however, once real-time sentiment is released, our team will also be expecting the AI Guides to tap into it as Genesys evolves its AI Studio, especially since your use case (& others) was a major topic during xperience 2025.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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