With the integration and features of Genesys Dialog Engine Bot Flows, we have stepped away from Google and AWS bots. I do know that CX is much better, but still lacking in features compared to Genesys. If you go down that route, be sure to have a master agent on GCP and place all your bots under that. Also, don't try to build common bots for voice and chat - never had too much luck with that for different message lengths and delays in recognition. Finally try to use loops in Genesys Cloud flows instead of trying to do it all in CX. Makes reporting and routing easier if you come out with intents that can be acted on in Genesys.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 07-28-2022 16:38
From: Daniel Mooney
Subject: Google Cloud Dialogflow CX/Genesys Integration
Hi everyone,
Reaching out to get some feedback of anyone who has implemented the Genesys Cloud Good Dialogue Flow into their environment, specifically for a voicebot.
https://help.mypurecloud.com/articles/google-cloud-dialogflow-cx-quick-start-guide/
Any pro's/cons of using the integration to connect to Google DF would be really helpful for some insights.
Thanks
Daniel
#Integrations
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Daniel
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