Genesys Cloud - Main

Hi everyone,

I am currently diving into the Supervisor Copilot and Virtual Supervisor features within Genesys and would love to tap into the community's collective knowledge.

I am looking for product level AI guide documentation on model use, data handling and risk considerations. For example, how does the automated scoring function operate in Genesys? I am keen to understand the governance.

Here are a few questions I'm hoping to get answers to:

• How does the AI work? What models are used?
• What type of data is used? And how is it processed?
• How does the data flow? Where is it stored?
• Consent and privacy: What considerations are in place?
• Model training: How is the model trained and updated?
• Decision-making: Will the AI be used to make decisions autonomously?

If anyone can point me to relevant documentation or share your experience with these features, I'd be incredibly grateful!

Thanks in advance 🙏

Automated scoring options in evaluation forms - Genesys Cloud Resource Center

Hi everyone,

I am currently diving into the Supervisor Copilot and Virtual Supervisor features within Genesys and would love to tap into the community's collective knowledge.

I am looking for product level AI guide documentation on model use, data handling and risk considerations. For example, how does the automated scoring function operate in Genesys? I am keen to understand the governance.

Here are a few questions I'm hoping to get answers to:

• How does the AI work? What models are used?
• What type of data is used? And how is it processed?
• How does the data flow? Where is it stored?
• Consent and privacy: What considerations are in place?
• Model training: How is the model trained and updated?
• Decision-making: Will the AI be used to make decisions autonomously?

If anyone can point me to relevant documentation or share your experience with these features, I'd be incredibly grateful!

Thanks in advance 🙏

Automated scoring options in evaluation forms - Genesys Cloud Resource Center

Hi Deepa,

Some of this information is available under NDA. You can contact your account manager for more detailed model data.

Hi everyone,

I am currently diving into the Supervisor Copilot and Virtual Supervisor features within Genesys and would love to tap into the community's collective knowledge.

I am looking for product level AI guide documentation on model use, data handling and risk considerations. For example, how does the automated scoring function operate in Genesys? I am keen to understand the governance.

Here are a few questions I'm hoping to get answers to:

• How does the AI work? What models are used?
• What type of data is used? And how is it processed?
• How does the data flow? Where is it stored?
• Consent and privacy: What considerations are in place?
• Model training: How is the model trained and updated?
• Decision-making: Will the AI be used to make decisions autonomously?

If anyone can point me to relevant documentation or share your experience with these features, I'd be incredibly grateful!

Thanks in advance 🙏

Automated scoring options in evaluation forms - Genesys Cloud Resource Center