Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao and @Rebecca Harper discusses a new feature "Introducing Genesys Cloud Virtual Agent"

Genesys introduces the new Genesys Cloud Virtual Agent, a new self service automation capability that enhances existing Genesys bot functionality. This release includes several large language model (LLM) and generative artificial intelligence (AI)-powered features, enabling administrators to perform such tasks as:

• Quickly bootstrap the organization’s NLU model with lifelike training data by generating natural language understanding (NLU) training utterances based on a simple description.
• Enable the Virtual Agent to generate a summary of an interaction and then transfer the information to live agents.
• Enable the Virtual Agent to generate a summary and wrap-up codes after the Virtual Agent completely contains an interaction.
• Enable the Virtual Agent to highlight the exact snippets of an article that best answers the user's question, especially helpful for larger articles.

A future release will include additional updates that further extend these capabilities and increase the capacity of Genesys Cloud Virtual Agent. These new features have no impact on existing functionality.

Release notes: https://help.mypurecloud.com/releasenote/october-28-2024/

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