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 create a separate flow that includes support for this action. For more information, see Transfer to ACD action.

Release Notes: https://help.mypurecloud.com/releasenote/september-13-2023/

#TAMStudios #FeatureReview #ConversationalAI(Bots,AgentAssist,etc.) #Bots #Interactionrouting(ACD) #DialogEngine