Genesys Cloud - Main

In this video, @Guru Prasadh Jeevan Rao and @Christopher Visick discusses a new feature "Trigger process automation based on topics, sentiment, or empathy"

Administrators can now configure process automation to trigger workflows based on speech and text analytics results, including specific topics, sentiment scores, or empathy indicators. This enhancement helps organizations take timely action after calls, such as initiating alerts or follow-up processes when certain conditions are detected in a conversation.

Release notes: https://help.mypurecloud.com/releasenote/september-1-2025/

#TAMStudios #FeatureReview #WFM #Triggers