Genesys Cloud - Main

Is there a way to capture speech to text from the IVR like client name, code, etc... and then perform screen pop with this information. natively in Genesys CX or does a third-party speech to text engine or even a bot (overkill) need to be deployed for this simple process?

I am thinking there should be a native way to do this without a bot since there is transcription already been performed but not sure if this can be tapped real time to populate the screen pop

Any assistance is truly appreciated.

#ConversationalAI(Bots,AgentAssist,etc.)

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Cisco Amaya
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Hello Cisco,

Have you thought about pulling this info from your contact info or the info in the SIP pcap? You could grab this info and create a screen pop in Architect. I do know that we have some API endpoints in our API Explorer so you may want to check there as well.

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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 02-27-2025 18:29
From: Cisco Amaya
Subject: IVR Speech to Text

Is there a way to capture speech to text from the IVR like client name, code, etc... and then perform screen pop with this information. natively in Genesys CX or does a third-party speech to text engine or even a bot (overkill) need to be deployed for this simple process?

I am thinking there should be a native way to do this without a bot since there is transcription already been performed but not sure if this can be tapped real time to populate the screen pop

Any assistance is truly appreciated.

#ConversationalAI(Bots,AgentAssist,etc.)

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Cisco Amaya
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