Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao and I talk about architect inbound email flow AI intent and entity detection.

Administrators can now use for AI intent and entity detection in Architect inbound email flows. This feature helps organizations automatically understand and respond to the purpose of incoming emails, reducing the need for manual routing and keyword-based rules. With this update, AI analyzes the content of an email to identify customer intent;; for example, checking an order status or submitting a meter reading, and take appropriate action.

Read more:

• Virtual Agent intent and utterance generation overview
• Generate intents and utterances based on a description for Virtual Agent and Copilot
• Knowledge base content search overview
• Aha! idea

Release Notes: https://help.mypurecloud.com/releasenote/april-28-2025/

Please post any questions or comments below, or email us at TAMStudios@Genesys.com 

#TAMStudios #FeatureReview #AI #Email #Intents