Genesys Cloud - Main

Is it possible to send an alert to an agent in Genesys Cloud to assist them on a call. A use case would be that a customer is thinking about making a complaint and the call is going in a negative direction. Through sentiment analysis or topics and phrases the agent is sent a warning during the call to pre-empt them and make sure that a complaint is not made or the call is dealt with in a positive manner.

I can see that it is possible to send a notification action in Architect but will this do the job of alerting the agent if the call is going to result in a negative customer experience.

#ArchitectureandDesign

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richard craig
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Two ways to come close, but not true sentiment.  Frist you can use the transcription notification topic to listen to specific words or phrases using a web service and the Notifications API.  This could trigger a notice to the supervisor through an API call. 

Second, you could use CoPilot NLU to look for phrases and pop a script that could activate a notification to the supervisor.

The notifications would be either an SMS or Email that could contain a link to the conversation. I don't know of an API that could generate a desktop alert, but 3rd-party apps could do that.  

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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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