Genesys Digital Bot Flows allow chat bots to interact conversationally with customers. Use this native implementation to call digital bots in Architect flows.

• About Genesys Digital Bot Flows

Genesys Dialog Engine Bot Flows allows digital and voice bots to interact conversationally with customers. Use this native implementation to call dialog engine bot flows in Architect

• About Genesys Dialog Engine Bot Flows

Genesys Cloud’s integration with Amazon Lex V2 allows bots to interact conversationally with customers. Use the Amazon Lex V2 integration to call Lex bots in Architect voice flows. 

• About the Amazon Lex V2 integration

Genesys Cloud’s integration with Google Dialogflow CX allows bots to interact conversationally with customers. Use the Google Dialogflow CX integration to call Dialogflow CX bots in Architect flows.

• About the Google Dialogflow CX integration

Genesys Cloud’s integration with Google Dialogflow ES allows bots to interact conversationally with customers. Use the Google Dialogflow ES integration to call Dialogflow ES bots in Architect flows.

• About the Google Dialogflow ES integration

Use the Genesys Digital Bot Connector integration to add up to five third-party bots and then call them from Architect message flows.

• About Genesys Digital Bot Connector

Use the Genesys Bot Connector integration to add up to five third-party bots and then call them from Architect message flows.

• About Genesys Bot Connector

Configure Agent Assist to provide suggested FAQ responses for agents during a customer call.

• About Agent Assist

Nuance Mix Bot allows bots to interact conversationally with customers. Use this native implementation to call Nuance Mix Bots in Architect flows.

• About the Nuance Mix Bot integration

The knowledge workbench allows a knowledge author to create and manage knowledge documents, train the search algorithms, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge documents that respond to queries by agents and customers. Currently, the knowledge workbench supports language search in English and German.

• About the knowledge workbench V2

Intent miner analyzes chat and voice transcripts, or recordings, to determine customer intents, complete with real-world utterances, that you can refine and customize, and then import into a new bot. The intent miner returns volume analytics that enable administrators and contact center managers to apply data that enhances the customer experience.

• About intent miner

Administrators can set up quick replies and cards in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options. Cards are bot responses that contain an image, title, body, and list of buttons. Customers can interact with the cards by clicking a button.

• Work with quick replies in bot conversations
• API spec example: postUtterance Response for quick replies
• Work with cards in bot conversations
• API spec example: postUtterance Response for cards
• Work with carousels in bot conversations

Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.

• Predictive Engagement with advanced chat routing
• Replace self-service menus with natural language bots
• Channel, bot, and touchpoint capabilities feature comparison