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  • 1.  Real Time Transcript inside Embededable Framework

    Posted 11-06-2024 06:31
    No replies, thread closed.

    Hello everyone,


    I would like to know if anyone in our community has tried to modify the Embeddable Framework to show real-time transcripts inside the CTI Connector. One of my customers has requested to embed real-time transcripts directly into the CTI Connector. I have already built an application embedded in an Agent Script that registers to a notification topics, allowing agents to view real-time transcripts. However, as you know, the Agent Script open as popup window from the Embeddable Framework.

    The customer would prefer to have this functionality displayed below the green fields (Interaction data field) on the main CTI Connector window, as shown in the screenshot below. 

    I am aware that on the roadmap for this year, we have a new feature called AI Copilot for Embededable Framework, which brings the Genesys AI experience into Genesys Cloud embedded clients, but still  don't know if that will fill customer needs.

    Warm regards,

    Dawid Kacprzak


    #Omni-ChannelDesktop/UserInterface

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    Dawid Kacprzak
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  • 2.  RE: Real Time Transcript inside Embededable Framework

    Posted 11-06-2024 08:37
    No replies, thread closed.

    Hello Dawid, 

    I am not aware of how to do this and I dont think its possible with the current state of Genesys Cloud for Salesforce. My recommendation would be to submit an ideas in our ideas portal. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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  • 3.  RE: Real Time Transcript inside Embededable Framework

    Posted 11-06-2024 11:50
    No replies, thread closed.

    Thank you, Cam! My question is more general about the Embeddable Framework rather than specific to Salesforce integration. Would you be able to connect me with a Genesys PM who could assist, and maybe give more light on that new feature "AI Copilot for Embeddable Framework" from the roadmap?



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    Dawid Kacprzak
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    Original Message


  • 4.  RE: Real Time Transcript inside Embededable Framework

    Posted 11-06-2024 14:03
    No replies, thread closed.

    Hello Dawid, 

    The salesforce CTI is generally the same as the embedded framework. Again I dont think this functionality exists in the current state. But @George Ganahl would you have any input to add to this? 

    I am poking around to see what I can find out about the AI Copilot for Embeddable Framework. 

    Cheers,



    ------------------------------
    Cam
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Real Time Transcript inside Embededable Framework

    Posted 11-06-2024 15:30
    No replies, thread closed.

    Hello Dawid,

    Could you let me know where you saw this info? I've checked a few places internally and I haven't been able any references to AI Copilot for Embeddable Framework. I'm also not seeing it on the Genesys Cloud Roadmap in our Product Ideas Lab.

    If you could let me know where you are seeing this info I can try and track down some more information for you.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 6.  RE: Real Time Transcript inside Embededable Framework

    Posted 11-07-2024 16:12
    No replies, thread closed.

    Hello Jason,

    Please review the doc on Genie - Genesys Cloud Embeddable Framework. On the slide titled "Embedded Framework Roadmap," you'll find information about the feature "AI Copilot - Genesys AI experience in Genesys Cloud embedded clients to enhance customer interactions."

    Thank you for your support



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    Dawid Kacprzak
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    Original Message


  • 7.  RE: Real Time Transcript inside Embededable Framework
    Best Answer

    Posted 11-07-2024 02:31
    No replies, thread closed.

    David, the functionalities for CoPilot are the same as were for Agent Assist.  You have to use the pop-out window to see the light bulb for these features.  Yes, it supports the real time transcription and knowledge surfacing.  I have not tried the generative AI yet, but I assume that is the same.  The summary and wrap-up suggestion comes in the pop-out window as well.  

    AI experience in Genesys Cloud embedded clients - Genesys Cloud Resource Center



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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