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
------------------------------

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
------------------------------

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

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
------------------------------

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

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
------------------------------

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------

Hi,,

In our environment , we have the permissions and were able to upgrade our bot flow to use Virtual Agent.

As far as the functionality is seems the only new feature we have discovered so far is to generate intents and utterances.  The answer however seems still to be output from the knowledge base.  I was hoping the answer would also be AI driven, but that doesn't seem to be the case ?

You do have the option to create a summary and highlight some parts of the answer.

Thierry

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

Original Message:
Sent: 11-01-2024 12:56
From: Martin Bunting
Subject: Virtual Agent

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------

Hi Thierry,

This became available across our regions as well over the weekend so likely just a longer rollout which we see occasionally.

The Answers are from the knowledgebase. The Generative option (still using the KB) does not seem to be pushed out just yet. This creates a custom answer based on the knowledgebase.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 11-04-2024 03:27
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,,

In our environment , we have the permissions and were able to upgrade our bot flow to use Virtual Agent.

As far as the functionality is seems the only new feature we have discovered so far is to generate intents and utterances.  The answer however seems still to be output from the knowledge base.  I was hoping the answer would also be AI driven, but that doesn't seem to be the case ?

You do have the option to create a summary and highlight some parts of the answer.

Thierry

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

Original Message:
Sent: 11-01-2024 12:56
From: Martin Bunting
Subject: Virtual Agent

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------

Just to follow up from Richard's comments, GenAI responses are only available on new Knowledge bases created. To enable it on older you need to export the articles, enable the feature then re-import.

------------------------------
Neil MacColl

Original Message:
Sent: 11-04-2024 03:54
From: Richard Chandler
Subject: Virtual Agent

Hi Thierry,

This became available across our regions as well over the weekend so likely just a longer rollout which we see occasionally.

The Answers are from the knowledgebase. The Generative option (still using the KB) does not seem to be pushed out just yet. This creates a custom answer based on the knowledgebase.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 11-04-2024 03:27
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,,

In our environment , we have the permissions and were able to upgrade our bot flow to use Virtual Agent.

As far as the functionality is seems the only new feature we have discovered so far is to generate intents and utterances.  The answer however seems still to be output from the knowledge base.  I was hoping the answer would also be AI driven, but that doesn't seem to be the case ?

You do have the option to create a summary and highlight some parts of the answer.

Thierry

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

Original Message:
Sent: 11-01-2024 12:56
From: Martin Bunting
Subject: Virtual Agent

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------

ok thanks for the info and how will that work  (GenAI responses ) ?  Is there some information on that topic?

Will the answer be able to be a combination of different knowledge base articles and will it highlight parts of the information or will it display only relevant parts of an article?

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

Original Message:
Sent: 11-04-2024 04:32
From: Neil MacColl
Subject: Virtual Agent

Just to follow up from Richard's comments, GenAI responses are only available on new Knowledge bases created. To enable it on older you need to export the articles, enable the feature then re-import.

------------------------------
Neil MacColl

Original Message:
Sent: 11-04-2024 03:54
From: Richard Chandler
Subject: Virtual Agent

Hi Thierry,

This became available across our regions as well over the weekend so likely just a longer rollout which we see occasionally.

The Answers are from the knowledgebase. The Generative option (still using the KB) does not seem to be pushed out just yet. This creates a custom answer based on the knowledgebase.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 11-04-2024 03:27
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,,

In our environment , we have the permissions and were able to upgrade our bot flow to use Virtual Agent.

As far as the functionality is seems the only new feature we have discovered so far is to generate intents and utterances.  The answer however seems still to be output from the knowledge base.  I was hoping the answer would also be AI driven, but that doesn't seem to be the case ?

You do have the option to create a summary and highlight some parts of the answer.

Thierry

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

Original Message:
Sent: 11-01-2024 12:56
From: Martin Bunting
Subject: Virtual Agent

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------

Hi Thierry,

With the Generative option this will write a specific response to the question based upon the articles as a personalized answer.

I would like to show you but for some reason I can't select one of my new Content Search enabled KBs even though it shows in the network logs. That may be tied to region rollout or some other oddity so will revisit tomorrow.

ok thanks for the info and how will that work  (GenAI responses ) ?  Is there some information on that topic?

Will the answer be able to be a combination of different knowledge base articles and will it highlight parts of the information or will it display only relevant parts of an article?

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

Original Message:
Sent: 11-04-2024 04:32
From: Neil MacColl
Subject: Virtual Agent

Just to follow up from Richard's comments, GenAI responses are only available on new Knowledge bases created. To enable it on older you need to export the articles, enable the feature then re-import.

------------------------------
Neil MacColl

Original Message:
Sent: 11-04-2024 03:54
From: Richard Chandler
Subject: Virtual Agent

Hi Thierry,

This became available across our regions as well over the weekend so likely just a longer rollout which we see occasionally.

The Answers are from the knowledgebase. The Generative option (still using the KB) does not seem to be pushed out just yet. This creates a custom answer based on the knowledgebase.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 11-04-2024 03:27
From: Thierry Lesneuck
Subject: Virtual Agent

Hi,,

In our environment , we have the permissions and were able to upgrade our bot flow to use Virtual Agent.

As far as the functionality is seems the only new feature we have discovered so far is to generate intents and utterances.  The answer however seems still to be output from the knowledge base.  I was hoping the answer would also be AI driven, but that doesn't seem to be the case ?

You do have the option to create a summary and highlight some parts of the answer.

Thierry

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

Original Message:
Sent: 11-01-2024 12:56
From: Martin Bunting
Subject: Virtual Agent

So, are you saying that the Virtual Agent for Architect flows are not yet available? I, too, do not see Architect > virtualAgentFlow > Edit permission.

------------------------------
Martin Bunting
i3Vision Technologies Inc.SC

Original Message:
Sent: 11-01-2024 12:36
From: Jason Kleitz
Subject: Virtual Agent

Looking through the About Genesys Virtual Agent article, I do see that have a Resource Center article that show how you can add knowledge to your bot flow. You may want to check out the Virtual Agent and answer highlight section. 

As was mentioned in the release notes, "A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent." I would highly recommend subscribing to the release notes by clicking on the button at the top of this page!

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

Original Message:
Sent: 10-31-2024 10:51
From: Michael Hawkins
Subject: Virtual Agent

Hi @Jason Kleitz, specifically touching on @Thierry Lesneuck's question of: "We want to understand if genai is also used to generate replies for instance." 

From the guides https://help.mypurecloud.com/articles/about-genesys-virtual-agent/ – it's not clear whether Gen AI is actually used for creating the response to the customer e.g. conversational tone and context driven. It appears only to use Gen AI to enhance the search for the correct article. 

Can you clarify this or point me in the direction of the answer? 

Thanks,

------------------------------
micj

Original Message:
Sent: 10-25-2024 09:38
From: Jason Kleitz
Subject: Virtual Agent

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.

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

Original Message:
Sent: 10-25-2024 03:37
From: Thierry Lesneuck
Subject: Virtual Agent

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
------------------------------