To use your preferred third-party Large Language Model (LLM) provider using the Genesys Summarization Connector integration in Genesys Cloud, you must first add and configure the integration.

Calls to the summarization URI endpoint

Genesys Cloud calls the summarization URI endpoint, hosted by the third-party service. The request payload includes the details of the conversation and agent fields, along with the header details. The endpoint returns a summary field.

Request payload (what the customer receives)

When the endpoint is called:

Payload body

• conversation: An array of message objects containing:
  • actor: Identifies who spoke (either “agent” or “customer”)
  • text: The actual message content
• language: A string specifying the language of the conversation

Headers

• Authorization: A unique bearer token for authenticating your API requests

{

  "conversation": [

    {"actor": "agent", "text": "Hello, how can I help you today?"},

    {"actor": "customer", "text": "I have a billing question"},

    {"actor": "agent", "text": "I'd be happy to assist with your billing inquiry"}

  ],

  "language": "en"

}

{

  "summary": "Customer contacted support regarding a billing question. Agent offered assistance to resolve the inquiry."

}

Configure Genesys Summarization Connector

1. Click Menu > IT and Integrations > Integrations.
2. Click Integration.
3. Search for or navigate to the Genesys Summarization Connector integration. 
4. In the Genesys Summarization Connector tile, click Install.
   Note: A message appears and informs you that the integration installed successfully. The Genesys Summarization Connector integration opens to the Details tab.
5. (Optional) In the Details tab, Genesys recommends that you enter a unique name for the integration that you want to configure. For example, “Genesys Summarization Connector – Third-party LLM provider name.”
6. Click the Configuration tab.
7. On the Properties tab, in the Summarization Connector URI field, enter the URI that Genesys calls to retrieve conversation summaries. For example, https://mycustomserver:443/generateSumary/.
8. Add the credentials:
   1. Click the Credentials tab.
   2. Under Genesys Summarization Connector, click Configure. The Configure Credentials dialog box opens.
   3. Enter the Client ID key.
   4. Enter and confirm the client secret.
   5. Click Confirm.
9. Click Save.
10. To activate the Genesys Summarization Connector integration, in the Status column click Inactive. A confirmation dialog box opens.
11. Click Confirm. The integration’s status changes to Active.

Validate the bearer token

You will receive a unique bearer token that you can use to authenticate your API requests. Each token is valid for 20 minutes. To validate the token, follow these steps:

1. Use the client secret key to decode the token and verify that the token was not modified.
2. Verify that the current time listed is before the token’s expiration time. If the time has expired, then reject the request.
3. Compare the client ID in the token with your expected client ID and ensure that they match.