We are exploring a capability to enhance agent assistance through real-time intent detection and contextual knowledge delivery within Genesys. The proposed flow is as follows:
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Real-Time Intent Identification:
Leverage real-time transcription of both agent and customer interactions to identify conversation intent for each interaction segment and pass the detected intent to an external AI Service (Client-owned).
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Knowledge Retrieval and UI Display:
The AI Service will return relevant knowledge articles to Genesys via APIs, which can then be surfaced dynamically within the Genesys Agent UI for agent reference during the live interaction.
We would appreciate your insights on potential solution approaches, native capabilities, integration options, and any workarounds that could support this requirement within Genesys.
#Integrations#Triggers------------------------------
Maragatham Sadaiyandi
Accenture Solutions Private Limited
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