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Evening Genesys Family!

Until Genesys releases their much anticipated AI Guides feature in the coming months (which will include prompt engineering capabilities), I figured I would leverage the new Developer Community to seek some expertise before I go down the rabbit hole architecting this experience. Perhaps someone out there has already solved for this, or architected something very similar.

For context, we are building a virtual agent to mimic a conversational AI experience. In that experience we would like to ask caller's that have multiple appointments one of the following questions so we can bump their response up against their list of appointments:

• "What is the date of the appointment you would like to [confirm/cancel/reschedule]?" ...or...
• "Do you know your appointment date?" ...or...
• "I see you have multiple appointments scheduled. Which one would like to [confirm/cancel/reschedule]?"

The challenge here is they may respond in a conversational manner, such as:

• "It is [4-18-2025/Friday, April 18th]."
• "I think it's [next Wednesday]."
• "Yes, it's [today/tomorrow]."
• "I need to cancel/reschedule the one [next week]."

With this in mind, what we're looking to do is take the [slot] and translate it into the MM/DD/YYYY equivalent, which can prove a bit challenging depending on how they respond. It seems like translating "today/tomorrow" into that format will be a bit easier then the other scenarios given they will require a bit more expression orchestration. I'm also aware I can just ask them to say/enter the exact date, but again, the goal is orchestrating a natural conversational experience.

NOTE: If this isn't possible (or if they tell the system they don't know the date), we are prepared to simply list all appointments and allow them to choose the one they're interested in. This community post is merely meant to see if there is a way to conversationally cut to the chase.

Looking forward to hearing your thoughts.

#Architect

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Can't help you with this question Brian but can you please point me to more info about these "AI Guides"?

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Vaun McCarthy
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No worries, @Vaun McCarthy; I realize my request is a shot in the dark, haha.

As for your question, Genesys hosted a webinar last Wednesday (3/26) on 'Virtual Agents & Conversational AI'. In that session, @Mitchell Mason gave a preview of this game changing [agentic AI] capability. I certainly cannot do the demo justice, but in essence, Admins like us can enter/paste a typed AI Prompt (not referring to an audio prompt)/upload an SOP/etc, and the AI Guide will use that to generate a "virtual agent block" that you can plug into your Architect flow via the toolbar (just like you would insert a Call a Bot Flow, Call a Data Action, etc.) Not only will the conversational virtual agent the AI Guide generates be able to have a full blown conversation [within the parameters of the AI Prompt you provide it], but it will also have the ability to do things like call data actions when/where you allow it.

Fortunately for you & others who may have missed that session, it looks like they'll be running that webinar back on April 23, 2025 if you'd like to see it in action live. AI Guides was just a portion of the webinar, but let's just say the entire webinar gave me hope.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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Original Message:
Sent: 03-30-2025 15:27
From: Vaun McCarthy
Subject: Virtual Agent/Conversational AI | Date Slot Question...

Can't help you with this question Brian but can you please point me to more info about these "AI Guides"?

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Vaun McCarthy
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