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  • 1.  Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 04-17-2025 17:21
    No replies, thread closed.

    Hey All - Our org has just started trying out AI Insights, Scoring and Translations. 

    We have started in our Sandbox environment with the plan to move over to our Live environment.

    We are interested in connecting with any of you out there who are using this as well.  Does anyone have an tips, best practices when setting up evaluation forms using AI scoring. 

    So far from our testing we have some questions that hopefully the community and Genesys 🙂 can hopefully help us out with.

    1. AI Insights for French Language Calls
      Our call center takes calls in English (majority of interactions) and French.  We notice there are no AI Insights when the call has be transcribed in French.  Is this expected? Are AI Insights only provided for English calls?  Is there something additional we must do?
    2. Knowledge (Rules, Call Standards, Procedures)
      Our call center handles complex calls and we would love to provide/attach our rules and call standards. Is this possible to help AI know whether the agent answered a question correctly or to score an evaluation question? (Note: this maybe BlueSky thinking but it would be our ultimate goal to "feed" Genesys our knowledge - procedures, call standards, rules - that essentially have informed our agents on how to handled/resolve inquiries and score interactions based on this knowledge
    3. Scoring all Inbound Calls
      Another future goal of ours is to score 100% of our interactions.  Are there any potential performance impacts or system limitations when scaling up to 100% interaction scoring?
    4. Human Oversight
      Our organization appreciates Genesys' approach to AI and incorporating "Human-in-the-loop." As we continue to build confidence in AI scoring interactions, is there a possibility (now or in the future) to reduce or eliminate the need for human oversight in certain scenarios?


    #ConversationalAI(Bots,AgentAssist,etc.)
    #QualityManagement
    #Routing(ACD/IVR)

    ------------------------------
    Melissa Callender
    Senior Operations Specialist
    Ontario Teachers Pension Plan
    ------------------------------


  • 2.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management
    Best Answer

    Posted 04-18-2025 15:08
    No replies, thread closed.

    Hello Melissa,

    I will try to answer all of your questions

    1. If you take a look at our Resource Center article for Genesys Cloud supported languages, under the Virtual Supervisor and Copilot section, it lists that AI Insights are currently only available for English and Spanish. While I don't have an ETA of when this will be enabled for French, our team is constantly working on updates for our supported languages.

    3. While I don't know when any limit increase would be rolled out, I would recommend checking out this Resource Center article and keep an eye on the Release Notes.

    For your other two questions, you may want to visit the Product Ideas Lab and submit these as feature requests so that our Dev team knows what you would like to see from Genesys Cloud. I would also like to see others from the Community share their best tips down below.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-03-2025 12:05
    No replies, thread closed.

    Melissa's second question is something we are also looking for!



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    Dianne
    ------------------------------

    Original Message


  • 4.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-04-2025 15:07
    No replies, thread closed.

    Hi Melissa,

    In regards to #3, we've found that we can get to the 100% scoring (for very specific questions only) but still require a person to manually go in and submit the evaluation.  There is no way, that I know of, that 100% answered form can be automatically submitted.

    Idea WEQUAL-I-291 was submitted for this in July last year and has over 200 votes, but is still under PM review.



    ------------------------------
    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------



  • 5.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-04-2025 15:39
    No replies, thread closed.

    I would be interested in some of the things you did in order to get 100% on scoring. Currently working on the AI scoring and have about anywhere between 70-80% with answers but at a loss of what to adjust to get this closer.



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    Katie McCormack
    manager
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    Original Message


  • 6.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-08-2025 14:44
    No replies, thread closed.

    Apologies Katie, my mistake - looking back, we had only done a trial on this and haven't put it into Production.

    We were getting 100% on the trial though, but with very specific questions such as:

    • Did the agent request the consumer number from the customer?
    • Did the agent request the full legal name or middle name of the customer?

    The aim was to have an AI-evaluated form to handle the yes/no type questions, and to have another one for assessors to use for the more subjective evaluation questions.  I'll loop back to the business and see where they go to with this.

    Regards,

      Lee.



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    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------

    Original Message


  • 7.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-12-2025 08:19
    No replies, thread closed.

    Thank you Lee! 



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    Katie McCormack
    manager
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    Original Message


  • 8.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-13-2025 01:15
    No replies, thread closed.

    Hello Lee,

    We are working on enabling AI Scoring / Evaluation Assistance driven forms that have been 100% completed to be auto submitted. We will post updates to the idea ticket you referenced in the next few weeks.

    Regards,



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    Jose Ruiz
    Genesys - Employees
    Product Manager
    jose.ruiz@genesys.com
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    Original Message


  • 9.  RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

    Posted 06-15-2025 14:56
    No replies, thread closed.

    Thanks Jose! This will be great for our organisation :-)



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    Lee Smith
    Senior Business Analyst Contract
    Genesis Energy
    lee.smith@genesisenergy.co.nz
    ------------------------------

    Original Message


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