Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 29 days ago

    Hello!

    I am trying to integrate a custom AI on agent workspace using Integration Widget. Purpose is to have the AI listen to the conversation and reply with an answer to the questions asked by the user and the AI response will be displayed on Agent Workspace in a widget. The connection should happen at the same time when agent answer the task so the AI can act as a copilot. We have an AI module but stuck at how and where to connect the AI in a way that the AI can listen to conversation at the same time as agent.
    I tried with the Integration Widget and can loading a web page in an iFrame using URL but what I want is to make the AI listen to the live conversation.
    Is there a way that the custom AI can continuously listen to the conversation? For example a socket connection?
    This connection should happen once the task is accepted by the agent and stay connected with AI until the task is finished.
    Please let me know if there is any solution that can help achieve the AI connection.

    Thanks,

    Yugandhar.


    #Integrations

    ------------------------------
    Yugandhar Lankapothu
    Sr. Software Engineer
    ------------------------------


  • 2.  RE: Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 29 days ago
    Edited by Luiz Rosa 29 days ago

    Hi Yugandhar Lankapothu,

    You can adapt your integration to use the Genesys Cloud Notifications API.

    Subscribe to the relevant conversation topics over WebSocket after the agent accepts the task.
    Your AI will receive live updates and can respond while the interaction is active..

    Hope this helps.


    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


  • 3.  RE: Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 28 days ago

    Hi @Luiz Rosa,

    This API looks helpful I will review it and see how far it will take me with my requirement. Thanks for the suggestion!

    Yugandhar.



    ------------------------------
    Yugandhar Lankapothu
    Sr. Software Engineer
    ------------------------------

    Original Message


  • 4.  RE: Connecting Genesys tasks to a custom bot using Integration Widget
    Best Answer

    Posted 28 days ago

    Hello,

    I don't know what media type you want to support in your Genesys Conversations.
    But if it is for Messaging (Web Messaging/...), there is an available blueprint that shows a basic translation service. It might be helpful to use as quick start if this is the type of conversations you want to integrate with your AI -> Build a messaging translation assistant with the AWS Translate service

    Regards,



    ------------------------------
    Jerome Saint-Marc
    Senior Development Support Engineer
    ------------------------------

    Original Message


  • 5.  RE: Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 27 days ago

    Hi @Jerome Saint-Marc,

    I am currently working on the Voice channel but this will expand to Messaging as well. 

    I am trying to get a custom AI integrated into the Agent Workspace using Integrations widget that act like a copilot. What you recommended was for translation set up from one language to another.

    Thanks for your recommendation,

    Yugandhar. 



    ------------------------------
    Yugandhar Lankapothu
    Sr. Software Engineer
    ------------------------------

    Original Message


  • 6.  RE: Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 22 days ago

    Hello @Luiz Rosa,

    I followed the documentation you recommended and tried the Notifications API with a socket connection . I tried this in Postman to see what the response would looks like. I tried with transcription as topic to see the translated messages from voice to text over a voice call. This is bringing transcript messages from both user and agent side. Is there way to just listen from user side and not agent side?



    ------------------------------
    Yugandhar Lankapothu
    Sr. Software Engineer
    ------------------------------

    Original Message


  • 7.  RE: Connecting Genesys tasks to a custom bot using Integration Widget

    Posted 23 days ago

    I would recommend you explore audioHook monitoring.

    You can stream conversation to Node.js backend and connect with LLM.

    You can capture LLM audio response and do speech to text on agent screen.



    ------------------------------
    Parvez Alam
    ------------------------------

    Original Message


Related Content