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In this video, @Rebecca Harper discusses a new feature "Agent Copilot summarization model improvement" Administrators can now use the updated summarization model within Agent Copilot to improve support for outbound engagements and enhance currency recognition. The improved model helps...
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In this video @Fegy Simon discusses a new feature "Content based search for knowledge articles" Knowledge authors can now enable article content search to ensure that the knowledge search service looks for relevant results within the body of the knowledge article, in addition to titles and...
In this video @Guru Prasadh Jeevan Rao discusses a new feature "Architect Get Participant Data and Set Participant Data in voice and digital bot flows" Flow authors can now use the Set Participant Data and Get Participant data in Architect voice and digital bot flows. The Set Participant...
In this video, @Rebecca Harper and @Christopher Visick talk about the AI Experience Tokens Enablement and items to consider before and after enablement. https://help.mypurecloud.com/articles/genesys-cloud-ai-experience-tokens-metering-and-pricing/ https://help.mypurecloud.com...
In this video @Guru Prasadh Jeevan Rao and I talk about the introduction of Genesys Agent Copilot but this time with a voice interaction in the demo. If you want to know more on the configuration of the Agent Copilot please visit the same review with a digital interaction demo here: ...
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In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discuss a new feature "Introducing Genesys Agent Copilot" Genesys Cloud now includes Genesys Agent Copilot, which empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Agent...
In this video, Fegy discusses a new feature "Refreshed Predictive Engagement user interface" The refreshed Predictive Engagement user interface offers new color schemes and table layouts to enhance the user experience. This feature does not change existing functionality or navigation. ...
20240311_FeatureReview_CX_Refreshed_GPE_User_Interface_Spark_V3.mp4
In this video @Santosh Bhandari and I discuss how to separate Agent Assist and Conversation Summarisation features in to their own separate tabs/panels within a SalesForce page. It is an extension of the video we created for Agent Assist within SFDC . Separateing these from an Interactions...
20240529_DX_AA & Conversation Summarization in SalesForce_SB&RH.mp4
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In this video, Brian discusses a new feature "Introducing Architect Journey Flows for bot and digital bot flows" Flow authors can now use the new Journey Flows tab in Architect to visualize the customer journey within a flow and enhance their understanding of flow milestones and outcomes so...
20240506_FeatureReview_DX_Digital_Architect_Journey_Flows_Bots_BF.mp4