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.
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
------------------------------
Original Message:
Sent: 09-10-2025 18:03
From: Kaio Mathias
Subject: Real-time sentiment analyzing for BOT
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
------------------------------
Kaio Mathias
------------------------------