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In this video @Guru Prasadh Jeevan Rao talks about the enhanced Architect voice and digital bot flow control for recognition failure and agent escalation. Flow authors can now configure Architect voice and bot flows to jump to a task after recognition failure and upon agent escalation....
In this video @Gaurav Srivastava talks about the Improved utterance confusion resolution in Architect bot flows and digital bot flows Genesys Cloud improved the ability to resolve conflicts between utterances in Architect bot flows and digital bot flows. A new Resolve Conflict...
20240415_FeatureReview_CX_Improved utterance confusion resolution_GS.mp4
In this video @Brian Feeney talks about Genesys Digital Bot Flow support for mobile apps. Genesys Cloud now supports Genesys Digital Bot Flows for mobile apps, which provide users with enhanced interaction capabilities, including quick replies. This feature enables customers to reply...
20240304_FeatureReview_DX_Digital_BotFlow_Support_Mobile_Apps_BF.mp4
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In this video @Brian Feeney talks about Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows. Bot authors can now use Architect’s Transfer to ACD action in the same bot flow to escalate customers to agents. Previously, to use the transfer to ACD logic, bot authors had to...
20230913_FeatureReview_DX_Bots_DialogAndDigitalBotTransferToACD_BF.mp4
In this video, Brian discusses the new feature "Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows". Flow authors can now configure logic for a single Genesys Dialog Engine Bot Flow or a Genesys Digital Bot Flow in Architect and incorporate different languages. Flow...
20230614_FeatureReview_DX_Voice_Digital_Bots_Muli-Lingual GenesysBotFlows_BF.mp4
In this video Guru talks about a use-case where Bots and Knowledge Workbench, can be used to filter message interactions containing profanity. Bots can be used to deflect these message requests so they do not connect with Agents. Customer had issues with spammers abusing their agents,...
Usecase_DX_Digital_Profanity filtering in messenger using BOTS_GP_20230203.mp4