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  • 1.  Sierra AI Integration with Genesys Cloud Digital Bot Connector

    Posted 4 hours ago

    Hello Everyone,

    Hope you are all doing well.

    I would like to check whether Sierra AI can be integrated with the Genesys Cloud Digital Bot Connector.

    Has anyone implemented or used Sierra AI as a third-party bot through the Genesys Cloud Digital Bot Connector? If so, could you please share your experience, architecture, or any integration considerations?

    Thank you in advance for your insights.


    #AIConfiguration
    #AICopilot(Agent,Supervisor,Admin)
    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels
    #PredictiveEngagement/Routing

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: Sierra AI Integration with Genesys Cloud Digital Bot Connector

    Posted 3 hours ago

    The Bot Connector is definitely the way to go.  You set up a web service to be a middleman between Genesys and Sierra.ai.  It receives from each and passes on to the other.  The integration points to this web service and allows you to define what type of elements the connector supports, like quick replies and cards.  It is not the easiest to get going, but pretty straightforward.  I have done this for several AI platforms.  Best is to have Sierra take this development on and host it themselves and then list on AppFoundry. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Sierra AI Integration with Genesys Cloud Digital Bot Connector

    Posted 2 hours ago

    Hello Robert Wakefield-Carl,

    Thank you so much for your reply. 

    Just to clarify, are you referring to the middleware web service that sits between Sierra AI and Genesys Cloud, or are you referring to the Genesys Digital Bot Connector itself?

    My understanding is that the Digital Bot Connector would be used within Genesys Cloud, while a separate web service would act as the middleware layer to receive messages from Genesys, communicate with Sierra AI, and return the responses back through the connector.

    If you have implemented any third-party AI integrations with Genesys Cloud using the Digital Bot Connector, could you please share some reference architectures, integration approaches, or high-level implementation details? It would be helpful for understanding the best practices and design patterns for integrating Sierra AI with Genesys Cloud.

    Any documentation, lessons learned, or recommendations from your experience would be greatly appreciated.



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 4.  RE: Sierra AI Integration with Genesys Cloud Digital Bot Connector

    Posted 2 hours ago

    Here is the main resource for the Bot Connector:  https://developer.genesys.cloud/commdigital/textbots/botconnector-customer-api-spec 

    You will need to understand the definition in the Integration for the Advanced tab.  Should be something like this:

    {
      "chatBots": [
        {
          "id": "498a728b-6f81-4351-8935-86f376f96615",
          "supportedLanguages": [
            "en-us"
          ],
          "versions": [
            {
              "intents": [
                {
                  "name": "General_Conversation",
                  "slots": {
                    "UserQuery": {
                      "name": "UserQuery",
                      "type": "string"
                    }
                  }
                }
              ],
              "capabilities": {
                "carousels": true,
                "quickReplies": true,
                "cards": true
              },
              "supportedLanguages": [
                "en-us"
              ],
              "version": "1.0"
            }
          ],
          "displayName": "Sierra AI Agent"
        }
      ]
    }
    I have been successful with ElevenLabs, Microsoft Copilot Studio, Google, AWS, and several other platforms.  


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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