Genesys Cloud - Main

Hi everyone,

We're currently exploring voice bot capabilities in Genesys Cloud and would be interested to hear what others are using in production.

Our goals are to:

• Understand the customer's reason for calling.
• Generate a summary of the conversation before handing it to an agent.
• Route the call to the most appropriate queue based on the detected intent.
• Potentially perform some basic identity verification before transferring to an agent.

I'm interested to know:

• Are you using Genesys Dialog Engine Bot Flows with Enhanced TTS, or have you integrated a third-party AI platform (such as OpenAI, Google Vertex AI, Amazon Bedrock, Microsoft Copilot, etc.)?
• If you're using a third-party solution, what made you choose it over the native Genesys capabilities?
• How are you generating conversation summaries? Are they presented to the agent before the interaction is connected?
• How are you determining the caller's intent? Are you relying on the bot, an external AI service, or another approach to drive routing decisions?
• Looking back, would you make the same technology choices again?

We're trying to understand the different approaches customers are taking today and what has worked well in real-world deployments.

Thanks in advance for sharing your experiences!