Genesys Cloud - Main

Hi Folks!

I hope this post finds you well!

We're currently exploring the AI Connect for Google to evaluate Google Agent Assist capabilities in Genesys and are interested in understanding more about its capabilities, integrations, and any documentation available. 

I did try looking for documentation in the resource center, but all I could find was information about the About Agent Assist Google CCAI - Genesys Cloud Resource Center (mypurecloud.com) Integration, which is now discontinued.

We want to test this in our Genesys development environment and would appreciate any insights, resources, you can share.

Also, if anyone has experience using AI Connect for Google, we'd appreciate any feedback or any insights.

#ConversationalAI(Bots,AgentAssist,etc.)

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Ramsha Shaikh
Newfold Digital
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Hello Ramhsa,

While I personally have not tried that integration, I'll have to defer to any feedback from other customers. I'm going to see if we can get you in contact with anyone who has any insights on using this integration.

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Jason Kleitz
Genesys - Employees
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Original Message:
Sent: 10/1/2024 5:36:00 PM
From: Jason Kleitz
Subject: RE: Request for Information/Feedback on AI Connect for Google

Hello Ramhsa,

While I personally have not tried that integration, I'll have to defer to any feedback from other customers. I'm going to see if we can get you in contact with anyone who has any insights on using this integration.

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Jason Kleitz
Genesys - Employees
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Hi Ramsha,

Not yet, but I'm hoping to learn more about AI Connect here in Genesys community. Thanks for sharing the links. Will keep an eye n this thread for any further updates.
Thanks

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Ashiesh Sharma
BT plc
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Hi Ramsha,

I haven't to date but it's in my schedule to review AI Connect.  I will review the links and keep an eye on this thread.  Thank you.

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Adrian Bradshaw
Auto Trader Limited
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1. Product Integration: How AI is being integrated into Google services (e.g., Search, Assistant).
2. User Experience: Feedback on how AI enhances or complicates user interactions.
3. Ethical Considerations: Concerns about privacy, data usage, and algorithmic bias.
4. Innovation: Insights on Google's advancements in AI technology and research.

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Suryavesh Sahani
Enbridge Gas Inc.
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Thanks for raising this as it is something I am keen to explore as well, so will follow this thread to see how it develops.

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Matt Calton
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I don't currently have anything to contribute to this convo yet but interested to learn more

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Tim Speakman
Auto Trader Limited
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Hello Ramsha,

I personally have not explored or used AI Connect for Google. Would be interested in any other Genesys customers feedback if they have used it.

Thanks

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Heena Patel
SAGE GLOBAL SERVICES LIMITED
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The description is intriguing. I'd like more information as well

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James Rowberry
Northwestel, Inc.
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I haven't reviewed this, but it's on my radar to review AI Connect. Hopefully this will assist my company. 

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Robert Gacula
American Specialty Health
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Hi Ramhsa, not there yet but definitely interested. 

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Senih Demren
Insurance Corporation of British Co
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Hi Ramsha,

We have not tried that integration, I'll love to hear feedback from other users. This is nice to have. 

Best Regards,

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Setu Shah
Tech Mahindra (Americas) Inc.
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I would like to hear the feedback from community members. Please provide your feedback about Agent Assist Google CCAI at the earliest.

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GANDHI SHANMUGAM
Tata Consultancy Services Ltd
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Haven't tried that integration

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Gupta Kg
PepsiCo Inc.
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ATUL ARYA
Individual Only Contact Account
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Hi Ramsha,

We haven't tested that integration yet, but I'd love to hear feedback from other users. It sounds like a great feature!

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Eajay Mogol
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Hi

We built our own integration with Google Vertex using AWS EventBridge. Let me know if you'd like more information

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Richard Tucker
Ovo Energy Ltd
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https://help.mypurecloud.com/articles/get-started-and-configure-agent-assist/

Check out this, not sure if this is what you are looking for?

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Kathiravan Srinivasan
Hewlett-Packard Enterprise
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While our organization is using agent assist, we are configured to use articles that are saved within the Genesys Knowledge Workbench.  We have not tested AI Connect for Google but are interested in knowing your outcome.

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Kris Charles
Owens Corning Sales, LLC.
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Saludos, es una nueva tendencia en el uso de la inteligencia artificial en estos tiempos necesitamos explorar los beneficios que nos brinda para reducir tiempo y esfuerzo.

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Mauricio Garcia Lopez
Individual Only Contact Account
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saludos, es una nueva tendencia el  usar inteligencia artificial en estos tiempos,   necesitamos explorar los veneficios que nos  brinda para reducir tiempos y esfuerzo. 

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Mauricio Garcia Lopez
Individual Only Contact Account
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Hey Everyone!

Thank you for expressing your interest on this topic! It took me a while to find the right POC, but we will be doing a Q&A Show episode on AI Connect for Google next Wednesday (10/16/24). 

If you have any questions that you want answered on the show, please drop them on this thread: https://community.genesys.com/discussion/questions-on-ai-connect-for-google-next-qa-show

Cheers,

Matt

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Matt Lawson
Genesys - Employees
Online Community Manager
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Haven't tried that integration yet

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Alexandru Ungureanu
DXC Technology Company
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Hi Everyone! 

Love the interest in the AI Connect for Google with Genesys. We just released a brand new episode of the Genesys Cloud Q&A Show which demos this very topic! 

Please check it out here and check out the video that covers a demo, pricing/licensing, and also your community questions about the feature.

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Nicole Milliken
Senior Online Community Video Specialist
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