Genesys Cloud CX - Beta HQ

Hello! The following is a recorded webinar that contains a demonstration of the feature along with next steps and a view into what's ahead. Those who missed the live webinar, please be sure to watch the recording. For others, if you're interested in participating in this Beta, be sure to register your interest. Questions welcome!

Click here to watch recording.

Hi, 
How do we switch on the feature? is it automatic from the Genesys side? Or do we need to apply something Org side please?

Hello! The following is a recorded webinar that contains a demonstration of the feature along with next steps and a view into what's ahead. Those who missed the live webinar, please be sure to watch the recording. For others, if you're interested in participating in this Beta, be sure to register your interest. Questions welcome!

Click here to watch recording.

Hi Matt, 

I have reached out on mail on this specific topic. Let me know if the time slot of 9-9:30AM UK time works for you. 

Hi, 
How do we switch on the feature? is it automatic from the Genesys side? Or do we need to apply something Org side please?

Hello! The following is a recorded webinar that contains a demonstration of the feature along with next steps and a view into what's ahead. Those who missed the live webinar, please be sure to watch the recording. For others, if you're interested in participating in this Beta, be sure to register your interest. Questions welcome!

Click here to watch recording.

Hi Harshali,

We are currently a Genesys PureConnect customer that is investigating migrating onto Genesys Cloud CX and we just recently started looking at Knowledge in our GC Org. 

Do you know if the Knowledge variation feature will consider a voice bot vs. digital bot scenario as a touch point? For example, if we want only a couple of text based sentences for a voice bot article/response, but want more rich content for a digital bot channel, will that be possible? For the previous example on the digital bot, we may want to include a screen shot, image or video. In this scenario, the voice bot specifically would not need that rich content.

Thank you! The variation ability is exciting.

Hi Matt, 

I have reached out on mail on this specific topic. Let me know if the time slot of 9-9:30AM UK time works for you. 

Hi, 
How do we switch on the feature? is it automatic from the Genesys side? Or do we need to apply something Org side please?

Hello! The following is a recorded webinar that contains a demonstration of the feature along with next steps and a view into what's ahead. Those who missed the live webinar, please be sure to watch the recording. For others, if you're interested in participating in this Beta, be sure to register your interest. Questions welcome!

Click here to watch recording.

Hi All

I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:

Agent Assist Touchpoint

Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"

This will be great to provide step by step process for the certain task at hand.

Examples

I think this is where RPA may also come in and from conversation with Knowledge teams I think there are some additional variations to consider.

Agent Assist Voice versus digital or even Email/Messaging/Voice as the content will vary dependent upon channel but the trigger will be the same.

Another that we've seen is using Support Centre to provide a more detailed explanation to an agent and even used as a learning tool. The challenge here is if you want to use Support Centre for customer facing scenarios where the data would differ.

Hi All

I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:

Agent Assist Touchpoint

Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"

This will be great to provide step by step process for the certain task at hand.

Examples

Hi Richard, 

Thank you for raising this. If I can rephrase it, is it right to say that you looking for more granularity within the variations? For example, touchpoint + channel (voice, email, sms, instagram.) and touchpoint + user (Support center + Agent or Support center + customer)?

It is an interesting use case that we wanted to consider in phase 3 (Phase 1 is the current beta, phase 2 is the variations + GPE segments, phase 3 is channels). I will create an idea on this and keep you posted as well.

I think this is where RPA may also come in and from conversation with Knowledge teams I think there are some additional variations to consider.

Agent Assist Voice versus digital or even Email/Messaging/Voice as the content will vary dependent upon channel but the trigger will be the same.

Another that we've seen is using Support Centre to provide a more detailed explanation to an agent and even used as a learning tool. The challenge here is if you want to use Support Centre for customer facing scenarios where the data would differ.

Hi All

I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:

Agent Assist Touchpoint

Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"

This will be great to provide step by step process for the certain task at hand.

Examples

Hi All

I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:

Agent Assist Touchpoint

Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"

This will be great to provide step by step process for the certain task at hand.

Examples

Hi Sean, 

Great idea! Thank you so much for the screenshots and the examples. I will be creating an idea and following this up with Sean Rooney, my PM peer from Agent assist. We will keep you posted on progress.

I have one question for you - In your example, did you mean to have sections? For example, first part of the article the shows the steps is ok for 'Copy to chat' but the second part that starts with 'Contact the customer...' does not have the 'copy to chat' part.

Hi All

I hope you are well, I had a suggestion on what I think could be a good feature for this product. Please see below:

Agent Assist Touchpoint

Sometimes we get customers asking "how can we present guides to the agents" I think we could use knowledge for this but the risk here would be when this article is shown to an agent they click the "copy to chat function" and send this information to the customer. It would be great if you could select the agent assist option on the article and disable the "send to customer option"

This will be great to provide step by step process for the certain task at hand.

Examples