Genesys Cloud - Main

Hi everyone,

We're starting to explore NLU bots in the voice channel within our contact center and are looking to learn from others who are further along in this space.

We're specifically trying to understand what's required to enable a "voice" interaction with a caller (e.g., capturing what the caller says, interpreting it, and responding back before routing to an agent).

For those who are currently using or piloting this, I'd love to hear more about your approach-particularly:

• What you're using for speech recognition (ASR) and text-to-speech (TTS)
• Whether you're using native Genesys capabilities vs. external integrations
• What factors influenced your decisions (e.g., accuracy, latency, cost, ease of integration)

If you're open to sharing, I'd also really value any lessons learned, especially early in the setup or evaluation phase.

Appreciate any insights!