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!

Can anyone in the Community help out, Phaneendra? 

If you have experience with voice bots in Genesys Cloud, please share your approach or lessons learned.

Even a quick insight could be really helpful! 😀

Interesting topic. I'm curious to read the responses. Exploring this feature is on my roadmap.

Here we're using both!