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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
In this video, Brian discusses a new feature "Architect Flow Insights toggle for bot and digital bot flows" Flow authors can currently use the new Flow Insights toggle in Architect to view the frequency of executed actions as an overlay in bot flows and digital bot flows. This feature enables...
20240131_FeatureReview_CX_Architect_Insights_Bot_Flows_BF.mp4
In this video Guru discusses "Export utterance history data from Architect bot flows and digital bot flows" Flow authors can now export utterance history data in .csv format from Architect bot flows and digital bot flows. This feature enables flow authors to analyze the exported data and then...
20240207_FeatureReview_CX_Artificial Intelligence_Export utterance history data from Architect bot flows and digital bot flow_GP.mp4