In this video @Santosh Bhandari talks about script support in the CX Cloud from Genesys and Salesforce integration.
Administrators can now use the Scripter gadget in the Genesys Cloud CX embeddable desktop component in the integration, which enables agents access to guided workflows directly in Salesforce. This feature helps agents receive structured guidance in customer interactions and enhances the Agent Copilot experience.
Read more:
Release Notes: https://help.mypurecloud.com/releasenote/march-24-2025/
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We are encountering an issue with a voice interaction for agent co pilot in salesforce.Same as the demo. Please see the transcription where the voice input gets shown as twice.For example:Caller: I need help with a license.Caller: I need help with a license.Does Genesys have the workaround or fix for this?
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