Hi,

Currently we don't use the Genesys chatbot , we have an external scenario based chatbot.  However i have heard that still this year Virtual Agent (Genesys) will be released and this version of the chatbot would include Gen AI features. Unfortunately i am unable to find details.  Can anyone guide me to documentation because we are interested in learning more details?

Thanks a lot

Thierry

Hello Thierry,

If you are talking about the Genesys Virtual Agent that can be found in Appfoundry, you should be able to click on this link and click Contact Us to request more info.

Looking at some information internally, I do see that there should be some new releases that should roll out at the end of October. I would recommend keeping an eye out for my Release Note recaps on Thursdays, or you could subscribe to the Release Notes by clicking the Subscribe to release notes button on this page. 

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-21-2024 03:07
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,

Currently we don't use the Genesys chatbot , we have an external scenario based chatbot.  However i have heard that still this year Virtual Agent (Genesys) will be released and this version of the chatbot would include Gen AI features. Unfortunately i am unable to find details.  Can anyone guide me to documentation because we are interested in learning more details?

Thanks a lot

Thierry

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Thierry Lesneuck
Scrum Master
------------------------------

Hi Jason,

Thanks for your reply, but actually i am talking about what is in an upcoming release

Introducing Genesys Cloud Virtual Agent

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization's NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. These new features have no impact on existing functionality.

the above is the only documentation i found but i would love to find out more.  We want to understand if genai is also used to generate replies for instance.

Or what technology is used for LLM, how flexible are they.

Greetings

Thierry

------------------------------
Thierry Lesneuck
Scrum Master

Original Message:
Sent: 10-21-2024 15:03
From: Jason Kleitz
Subject: Virtual Agent

Hello Thierry,

If you are talking about the Genesys Virtual Agent that can be found in Appfoundry, you should be able to click on this link and click Contact Us to request more info.

Looking at some information internally, I do see that there should be some new releases that should roll out at the end of October. I would recommend keeping an eye out for my Release Note recaps on Thursdays, or you could subscribe to the Release Notes by clicking the Subscribe to release notes button on this page. 

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-21-2024 03:07
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,

Currently we don't use the Genesys chatbot , we have an external scenario based chatbot.  However i have heard that still this year Virtual Agent (Genesys) will be released and this version of the chatbot would include Gen AI features. Unfortunately i am unable to find details.  Can anyone guide me to documentation because we are interested in learning more details?

Thanks a lot

Thierry

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Thierry Lesneuck
Scrum Master
------------------------------

Hello Thierry,

Thank you for the additional context. Unfortunately it looks like we don't have any public facing documentation at this time but should have some more info once this feature has been released.

Hi Jason,

Thanks for your reply, but actually i am talking about what is in an upcoming release

Introducing Genesys Cloud Virtual Agent

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization's NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. These new features have no impact on existing functionality.

the above is the only documentation i found but i would love to find out more.  We want to understand if genai is also used to generate replies for instance.

Or what technology is used for LLM, how flexible are they.

Greetings

Thierry

------------------------------
Thierry Lesneuck
Scrum Master

Original Message:
Sent: 10-21-2024 15:03
From: Jason Kleitz
Subject: Virtual Agent

Hello Thierry,

If you are talking about the Genesys Virtual Agent that can be found in Appfoundry, you should be able to click on this link and click Contact Us to request more info.

Looking at some information internally, I do see that there should be some new releases that should roll out at the end of October. I would recommend keeping an eye out for my Release Note recaps on Thursdays, or you could subscribe to the Release Notes by clicking the Subscribe to release notes button on this page. 

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-21-2024 03:07
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,

Currently we don't use the Genesys chatbot , we have an external scenario based chatbot.  However i have heard that still this year Virtual Agent (Genesys) will be released and this version of the chatbot would include Gen AI features. Unfortunately i am unable to find details.  Can anyone guide me to documentation because we are interested in learning more details?

Thanks a lot

Thierry

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Thierry Lesneuck
Scrum Master
------------------------------

This week's release window has come and gone for many of us now, and the other features listed in the release window is available. 

This one though, I don't see the permissions in the permissions list yet. Has there been a delay in the roll out? Or a rollback? Or are other people seeing the permission settings and it is just me? (Architect > virtualAgentFlow > Edit)

Virtual Agent intent and utterance generation overview - Genesys Cloud Resource Center

Hello Thierry,

Thank you for the additional context. Unfortunately it looks like we don't have any public facing documentation at this time but should have some more info once this feature has been released.

Hi Jason,

Thanks for your reply, but actually i am talking about what is in an upcoming release

Introducing Genesys Cloud Virtual Agent

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization's NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. These new features have no impact on existing functionality.

the above is the only documentation i found but i would love to find out more.  We want to understand if genai is also used to generate replies for instance.

Or what technology is used for LLM, how flexible are they.

Greetings

Thierry

------------------------------
Thierry Lesneuck
Scrum Master

Original Message:
Sent: 10-21-2024 15:03
From: Jason Kleitz
Subject: Virtual Agent

Hello Thierry,

If you are talking about the Genesys Virtual Agent that can be found in Appfoundry, you should be able to click on this link and click Contact Us to request more info.

Looking at some information internally, I do see that there should be some new releases that should roll out at the end of October. I would recommend keeping an eye out for my Release Note recaps on Thursdays, or you could subscribe to the Release Notes by clicking the Subscribe to release notes button on this page. 

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 10-21-2024 03:07
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,

Currently we don't use the Genesys chatbot , we have an external scenario based chatbot.  However i have heard that still this year Virtual Agent (Genesys) will be released and this version of the chatbot would include Gen AI features. Unfortunately i am unable to find details.  Can anyone guide me to documentation because we are interested in learning more details?

Thanks a lot

Thierry

#ConversationalAI(Bots,AgentAssist,etc.)

------------------------------
Thierry Lesneuck
Scrum Master
------------------------------