Genesys Cloud CX

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  • 1.  Voicebot transcript when transferring call to an agent

    Posted 05-21-2022 09:49
    Hello Community,
    I was wondering if there is a way to pass the transcription of a conversation with a voicebot (in our case based on Google Dialogflow CX) to an agent, when you're transferring the call from voicebot.
    Is this an use case already managed or do you have to do some custom development (for example, getting the transcript from Google and store it in a participant data)?
    Does anyone already have this requirement?

    Any hints would be greatly appreciated.
    #ConversationalAI(Bots,AgentAssist,etc.)

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    Giuliano Ferri
    Indra Italia spa
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  • 2.  RE: Voicebot transcript when transferring call to an agent

    Posted 05-22-2022 10:40
    You have a couple of options here.  First, the voicebot can create the "transcript" from intents and slots to allow a flow of the conversation.  That would then be feed into the script as context and presented to the agent either as a text block or some other form of the journey.   I prefer using Milestones in bot flows to show what was conducted in the bot.  I don't really care about the order since I can always use the Utterance History to get the full journey and slot information. All this is assuming you are using the Genesys Bot Flows.  If using external bots, you have other issues that would need to be addressed.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Voicebot transcript when transferring call to an agent

    Posted 05-28-2022 13:55
    Hello Robert,
    many thanks for your update. I think that, using Dialogflow CX as bot engine, we can use just the first approach (and we're trying to follow this way through the usage of "conversation" API of Dialogflow and putting the result in the outcome of the bot flow). I'd like to use also milestones, but I think it could be more effective when using Genesys Dialog Engine, where you can put milestones within the flow; when using DFCX I think it could be possible just splitting the bot in several smaller "building blocks" to link together in a flow.
    Anyway, I'm not familiar with milestones (yet), but it seems to me you cannot add variables in a milestone so, it is not suitable for our current use case where the main purpose is to show the transcription on the agent side, after a call transfer to a human agent.
    Am I right?

    Thanks again for your suggestion!

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    Giuliano Ferri
    Indra Italia spa
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  • 4.  RE: Voicebot transcript when transferring call to an agent

    Posted 05-29-2022 14:46
    Depending on how the dialogflow CX is being used, you can come out of the bot and assign the Milestone and then flow back into the bot and continue to do so until you have escalation to an agent.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------