Genesys Cloud - Main

Hi everyone,

I'm exploring options for using Now Assist with Genesys UEM on ServiceNow and wanted to check whether anyone has experience with this setup.

Our goal is to have Now Assist to summarize interactions and/or assist agents during voice calls, but without enabling Genesys Agent Copilot.

My main question is:

• Can live voice transcripts be enabled and passed to Now Assist independently of Genesys native Copilot?

Also, if this is not supported out of the box, are there any alternative integration patterns or best practices others have used?

Appreciate any guidance from the community.

#API/Integrations

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Sravanthi Talluri
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Hello Sravanthi,

I believe you maybe able to accomplish this with via API calls. I would recommend checking out the API Explorer. This should allow you to export the transcription data to use in ServiceNow.

If anyone in the community has done this, I would like to see what their workflow is like.

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Jason Kleitz
Online Community Manager/Moderator
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Hello,

I've sent transcripts and AI summary to ServiceNow on completed calls.

But it sounds like you want real-time transcription so you can use Agent Assist in ServiceNow?

In that case you would need to build a service that can receive real-time transcript through websockets, and forward these to the ServiceNow API.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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