I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

I wish I could say the same.  We have the legacy Assist and Bot stuff in our ORG and Genesys can't figure out how to get us the AI Experience Tokens - a real pain at the moment.  

Summarization will be in the Interaction Details in the Transcript tab with a new section called Supervisor Insights.  There is a Preview API to pull the summary that you can use now.  This does not really have anything to do with VA.  

I have found that all the hype around VA is hiding the fact that you still have to orchestrate your flows - it is not magically going to know how to access back-end data or know where to transfer calls.   In your VA flow, you still have to fill out underneath each Intent what is going to happen.  

I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

We could never seem to get our US East Org converted to tokens. Supervisor Insights, when will that be available? I don't currently see it. 

I wish I could say the same.  We have the legacy Assist and Bot stuff in our ORG and Genesys can't figure out how to get us the AI Experience Tokens - a real pain at the moment.  

Summarization will be in the Interaction Details in the Transcript tab with a new section called Supervisor Insights.  There is a Preview API to pull the summary that you can use now.  This does not really have anything to do with VA.  

I have found that all the hype around VA is hiding the fact that you still have to orchestrate your flows - it is not magically going to know how to access back-end data or know where to transfer calls.   In your VA flow, you still have to fill out underneath each Intent what is going to happen.  

I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

I wish I could say the same.  We have the legacy Assist and Bot stuff in our ORG and Genesys can't figure out how to get us the AI Experience Tokens - a real pain at the moment.  

Summarization will be in the Interaction Details in the Transcript tab with a new section called Supervisor Insights.  There is a Preview API to pull the summary that you can use now.  This does not really have anything to do with VA.  

I have found that all the hype around VA is hiding the fact that you still have to orchestrate your flows - it is not magically going to know how to access back-end data or know where to transfer calls.   In your VA flow, you still have to fill out underneath each Intent what is going to happen.  

I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

Robert (and Martin) I don't know what types of orgs you have, but we have a documented internal process on how to get the tokens added on a Dev Bundle. In the simple terms, as someone told me, "seems like you just go into the old quote, remove the dev bundle, save, then re-add the bundle, save again, then resubmit the order"

Maybe that info will help kickstart the process for you or help someone figure it out...

I wish I could say the same.  We have the legacy Assist and Bot stuff in our ORG and Genesys can't figure out how to get us the AI Experience Tokens - a real pain at the moment.  

Summarization will be in the Interaction Details in the Transcript tab with a new section called Supervisor Insights.  There is a Preview API to pull the summary that you can use now.  This does not really have anything to do with VA.  

I have found that all the hype around VA is hiding the fact that you still have to orchestrate your flows - it is not magically going to know how to access back-end data or know where to transfer calls.   In your VA flow, you still have to fill out underneath each Intent what is going to happen.  

I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

I wish I could say the same.  We have the legacy Assist and Bot stuff in our ORG and Genesys can't figure out how to get us the AI Experience Tokens - a real pain at the moment.  

Summarization will be in the Interaction Details in the Transcript tab with a new section called Supervisor Insights.  There is a Preview API to pull the summary that you can use now.  This does not really have anything to do with VA.  

I have found that all the hype around VA is hiding the fact that you still have to orchestrate your flows - it is not magically going to know how to access back-end data or know where to transfer calls.   In your VA flow, you still have to fill out underneath each Intent what is going to happen.  

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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

Original Message:
Sent: 12-06-2024 12:14
From: Martin Bunting
Subject: Virtual Agent Questions

I have been playing with virtual agents for the last few days and have questions. Regarding summarization, is summarization still only available via API? When will the summarization be made available within Workspace? When I generate a Virtual Agent interaction, it shows in the Interaction report with no queue assigned. Do you know how I can pull an interaction report for just the virtual agent interactions? Knowledge with Content still needs to be made within Architect flows. Is there an ETA for this? 

#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
#Unsure/Other

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Martin Bunting
i3Vision Technologies Inc.SC
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