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Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

  • 1.  Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-19-2022 15:03

    We are excited to announce the much anticipated Beta for Genesys Agent Assist (Digital). This is built using our native AI capabilities and fully integrated into Genesys Cloud CX. Genesys Agent Assist automatically surfaces relevant Knowledge Articles in real-time to agents during digital interactions to reduce the time and frustration of searching through knowledge bases. This will improve first contact resolution and ensure a better overall agent and customer experience.

     Genesys Agent Assist utilizes Genesys Knowledge Workbench (V2). If you are not already using Knowledge Workbench, it will be provisioned to your org as part of this Beta. Knowledge Workbench is part of the new Genesys Knowledge capability and includes:

    • Knowledge Workbench – for creating, enriching and optimizing knowledge for multiple self-service channels
    • Knowledge Optimizer – an interactive report that shows how knowledge is used across channels and provide administrators with insight into knowledge effectiveness and any knowledge gaps, organized by business impact
    • Support Center – an easy way to scale knowledge for self-service with a smart search bar

      

    We will be registering organizations starting Sept 19th with the goal of enabling the beta for those that are interested in participating no later than October 3rd. Be sure to register your interest early!

    Use this form to sign up: Sign-Up


    #BetaAnnouncement
    #NowRecruiting

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------


  • 2.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-20-2022 01:42
    Hello Jane,
    which languages are supported at this time?

    ------------------------------
    Giuliano Ferri
    Indra Italia spa
    ------------------------------



  • 3.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-20-2022 04:52
    Hi Giuliano,

    English, Spanish, German, French, Italian and Portuguese

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 4.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-27-2022 11:38
    Jane, I have applied to be a Beta tester for Native Agent Assist Digital but have not seen a response from Genesys.  Are you still accepting Beta testers?  Thanks.

    Martin Bunting
    i3vision / New Era Technologies


    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------



  • 5.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-27-2022 11:54
    Hi Martin! 

    We are still in the recruiting period and will be kicking off the Beta itself next week. We'll be communicating with all those that are eligible around the Oct 3rd timeframe so please do keep an eye out for next steps. 

    @Sean Rooney is the Product Manager lead for Agent Assist -- you'll be hearing from him next week.

    Thanks for your interest and we'll be talking soon.

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 6.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-27-2022 11:56
    Hi Martin,

    I'm the Principle Product Manager for Agent Assist and managing the BETA. I've received your application and have your org lined up to become part of the BETA. Please note we expect to release the BETA week of October 10th. If you already have access to Knowledge Workbench 2 now would be a good time to create a Knowledge Base that you want to utilize with Agent Assist.

    Thanks,

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 7.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 09-27-2022 12:08
    Thanks, Sean.  Yes, I already have access to Knowledge Workbench 2.

    ------------------------------
    Martin Bunting
    i3Vision Technologies Inc.
    ------------------------------



  • 8.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-20-2022 20:09

    Hello Sean, 

    I have some clients asking me for tagging for bot intents, I thought that linking the Dialog engine to collect the intents it would be possible to generate a tagging "automation".

    Can I consider that my reasoning is correct? do you have any way of tagging the subjects handled by the customer automatically, are you provisioning using knowledge workbank V2, or agent assistant or guided service? help me because the client is already analyzing a competing solution that will take over this part.

    The idea would be, as the client continues to interact in the Bot or chat, when seeking support in KW V2, he can store the intents with tagging.

    Here in Brazil, tagging is widely used to speed up service, support the final registration in the customer's CRM and even measure the most requested items.

    Help me with this question, understand if there is automatic tagging prediction.

    Thanks
    Regards

    #cx #cxbuilder #knowlodgeWorkbenchV2 #GenesysCloud #genesysbrazil
    ​​​​​​

    ------------------------------
    Rita Henllembart, COPC®
    Customer Success Manager (CSM) / Consulting Solutions Specialist
    Coddera Software Ltda
    ------------------------------



  • 9.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-21-2022 05:08
    Hello Rita,

    This is a very interesting concept and I think can solve some of this today and some we are working on.

    Firstly Intent Miner will already solve the need to measure the most requested items in a customer/agent interaction. If you've not seen Intent Miner in action I suggest you get it. Additionally Knowledge Optimizer (which comes part of this BETA) allows admins to see top customer phrases which were answered or unanswered by knowledge be it from Support Centre, Bots, Agent Assist or Web msg. 

    We're are working on what we call Summarization. Our first Use case is to use AI to summarize the agent/customer interaction into a condensed form for agent wrap up notes. We do have plans in our roadmap to use summarization to extract entities.

    Also in our roadmap we are going to leverage Dialog Engine Bot Flows in Agent Assist to 
    1. recognise customer intents (there are a number of actions we can take when we do this such as Next Best Action and guided Agent flows)
    2. allow agent to inject bots into the chat to take care of repetitive task such as forum filling, bookings, IDV etc 
    3. use the bot to trigger automated workflow task such sending emails, sending receipts, updating CRM etc

    Can I ask that submit your idea above to Genesys Idea's and tag it with 'Agent Assistance" . This way I and others have visibility of the idea and we can prioritise it. 

    Thanks,
    Sean


    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 10.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-29-2022 05:02

    Hi Jane,

    Many thanks for the update! It looks very good!

    Partner is interested in the capability but they would like to know more in terms of configuration and usage... Is there any public documentation that we can share yet?




    ------------------------------
    Alberto Camacho
    Genesys - Employees
    ------------------------------



  • 11.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 09-29-2022 09:31
    We don't have public documentation yet because this hasn't been released yet. We will be kicking off the beta next week with those that have signed up for it and we'll be sharing information as it becomes available. I'll make sure to add you to our Beta community and you can have early access to information that you can share as needed with the partner.

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 12.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-10-2022 04:59
    Hi Jane,

    I signed up some days ago, but still we dont received confirmation.
    If you can check it.

    Thanks 

    David Hurtado

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 13.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-10-2022 06:26

    Hi David,

     

    We've received your sign up form. Looking to launch week of 17th

     

    Regards,
    Sean






  • 14.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-20-2022 12:52
    Hi Sean,

    I followed the set up video instructions to configure the assistant.
    However i cannot see the smart advisor widget icon when handling a digital interaction.
    Any suggestion?

    Besides, about supported languages for assistants, when creating a new one language selection is grey and by default is taking English.
    This configuration should match with the chat/messaging inbound flow supported languages configured?

    thanks and best regards,

    David Hurtado

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 15.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-20-2022 13:42
    Hi David,

    Do you have this permission set up for the user?

    conversation > suggestions >  all (required for Agents to use Agent Assist)

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 16.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-21-2022 03:53
    Yes, as indicated in the set up video.
    conversation > suggestions >  all
    conversation > knowledge>  all
    conversation > assistant>  all

    Orgid 0af25224-c905-4c36-8ac6-b74c81eab9d4

    Thanks

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 17.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-24-2022 04:08
    Hi Sean,

    did you have the chance to check this one?
    As mentioned before i set up properly the following permissions:
    conversation > suggestions >  all
    conversation > knowledge>  all
    conversation > assistant>  all

    Orgid 0af25224-c905-4c36-8ac6-b74c81eab9d4

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 18.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-24-2022 13:23
    HI David,

    Everything seems to be ok on our end. What digital channel are you using? 

    Sean

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 19.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-25-2022 02:47
    Hi Sean,

    I tried with chat and messaging, both with the same result. The agent assist widget is not showing up when the interaction reaches an agent.
    Any other additional configuration such as parameters to be set up in architect, widget permissions,etc?

    example id chat interaction: 4a7b7470-79b6-41da-bd52-1a7cd25fa36e
    example id messaging (twitter): 1a82ab17-3554-4e01-adcc-fa4568309122

    Thanks and best regards,

    David Hurtado

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 20.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-25-2022 04:33
    Hi David,

    We don't support Twitter or Chat. Can you try with either Web-Messaging, Facebook, WhatsApp or SMS.

    We don't have plans to support Chat but are assessing Twitter

    SEan

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 21.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-25-2022 04:55
    Hi Sean,

    Ok, with facebook works just finem thanks!!
    Now i am waiting to get some insights in optimizer and knowledge performance view, i guess i takes some tome to aggregate the information.

    Regards,

    David

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 22.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-26-2022 03:41
    Hi Sean,

    Any chance that for this first phase it is considered that for voice channel agents at least have the smart advisor widget available to manually search for articles.
    In the future i know you are planning to target at voice channel for article recommendations based on the transcription.

    Is it feasible?

    Thanks

    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 23.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-27-2022 08:57
    If you have the Knowledge Workbench setup, you can add the Support Center URL as a pop-up in an agent script, which will give the voice agents direct access to manually search for articles in the support center.

    ------------------------------
    Charles Skowron
    ------------------------------



  • 24.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 12-19-2022 09:47
    Edited by Nick Argeson 12-19-2022 09:53
    Where can I find the Support Center URL?

    I dont have the support Center Tab in Messenger Configuration like stated in the quick start guide
    1. Click Admin.
    2. Under Message, click Messenger Configurations.
    3. Click New Configuration.
    4. Click the Support Center tab.


    ------------------------------
    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------



  • 25.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 12-19-2022 10:35
    There isn't a static Support Center URL. What that feature creates is a code snippet that you can add to a web page.

    Here is the documentation which should help:
    About the support center - Genesys Cloud Resource Center
    Genesys Cloud Resource Center remove preview
    About the support center - Genesys Cloud Resource Center
    The support center presents knowledge base articles to customers so that they... [More]
    View this on Genesys Cloud Resource Center >


    @Harshali Desai may be able to provide additional insight/help



    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 26.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 12-19-2022 10:48
    Thank you. After further research, the setup states there is a support center tab in messenger configuration, but I dont have visibility to that. Is there a setting somewhere, or does that need to be turned on for my Org?

    ------------------------------
    nicholas Argeson
    Bethlehem Shared Services LLC.
    ------------------------------



  • 27.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 12-19-2022 10:53
    I believe that would need to be turned on for your org.

    ------------------------------
    Jane Hendricks
    Genesys - Employees
    ------------------------------



  • 28.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-20-2022 13:49
    RE the language setting in Assistance. This is a UI bug which we're removing. As along as your flow and knowledge are set up in the required language it will work.

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 29.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 10-13-2022 15:25
    @Sean Rooney Are you accepting any late entries to this beta? Just learned of it and would definitely be interested, we had experimented with Google Agent Assist previously but were waiting on the native capabilities to do a rollout.​

    ------------------------------
    Tim Arnold
    Alegeus Technologies
    ------------------------------



  • 30.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 10-14-2022 04:17
    Hi @Tim Arnold,

    The BETA is still open. Please sign up via the sign up form.​

    ------------------------------
    Sean Rooney
    Genesys - Employees
    ------------------------------



  • 31.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    Posted 12-29-2022 11:21
    Hi Jane,

    The Genesys Cloud RL announced the past 14h of december the availability of Agent Assist option from the embedded interaction window , including Salesforce.

    https://help.mypurecloud.com/releasenote/december-14-2022/
    https://help.mypurecloud.com/articles/release-notes-genesys-cloud-salesforce/

    I made a test and i cannot see the smart advisor icon in the genesys cloud interaction utility item in salesforce, but i do for if i chance the screen to genesys cloud UI.
    Any missing configuration. Sample interaction id 7231fa07-162a-4fa9-adce-23d6242305cb.

    Thanks and best regards,



    ------------------------------
    David Sancho
    Evolutio Cloud Enabler, S.A.
    ------------------------------



  • 32.  RE: Beta Announcement: Genesys Native Agent Assist Digital Beta Now Open

    GENESYS
    Posted 01-10-2023 08:32

    David,

     

    Sorry for the delay in responding.  Yes, we encountered an issue with the release and are in work to get it fixed.

    The teams have identified the issue and have it in their backlog to resolve.  We are working to prioritize it but I do not have a timeline as of right now.

     

    I apologize for any inconvenience and we will get it out as soon as possible.

     

    Mike



    ------------------------------
    Mike Ray
    Product Manager - Agent Assist
    Mike.Ray@genesys.com
    ------------------------------



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