Genesys Cloud – July 21, 2021

Contact center

Introducing intent miner

Intent miner analyzes chat and call transcripts to determine customer intents, complete with real-world utterances, that administrators and contact center managers can refine and customize, and then import into a new bot. Intent miner also returns volume analytics that enable administrators and contact center managers to leverage data and enhance the customer experience. For more information, see . This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Integrations

SSE-KMS support for AWS S3 recording bulk actions integration

Administrators can now use Server-Side Encryption with Customer Master Keys (CMKs) stored in AWS Key Management Service (SSE-KMS) to set up their AWS S3 bucket for the recording bulk actions integration. SSE-KMS encryption provides an alternative to SSE-S3 encryption, which uses Amazon S3-managed encryption keys. For more information, see Create IAM resources for AWS S3 bucket. This feature has no restriction by user or required user to access.

Platform

Administrators can now disable access to the Directory menu to limit certain business users’ or agents’ ability to see proprietary enterprise information. For more information, see Disable access to the Directory menu. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

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