Contact center

Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration

Microsoft Azure Cognitive Services speech-to-text integration (STT) is now available from Genesys AppFoundry. This integration voice-enables third-party chat bots by transcribing customer utterances. Data actions can send the utterances to the chat bot and then the bot replays the results to customers using text-to-speech. Administrators and flow authors can now use Microsoft Azure Cognitive Services solution in Architect bot flows for speech-to-text integration on a per-flow basis. For more information, see About speech-to-text speech (STT) engines and Install the Microsoft Azure Cognitive Services STT integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Custom payload for Google Cloud Dialogflow speech models

Flow authors and developers can now use a custom payload to specify the speech model for Google Dialogflow ES and CX. This implementation enables organizations to experiment with other speech models, including future models that Google Cloud Dialogflow releases. For more information, see Specify the Google Cloud Dialogflow ES speech model and Specify the Google Cloud Dialogflow CX speech model. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Analyze predictive routing decisions

Contact center managers and supervisors can now view the different data points that influence predictive routing decisions, as well as the top features that contribute to routing decisions in a specific queue. This process, also known as explainability, helps organizations understand artificial intelligence decisions. Leveraging explainability improves the ability to address agent and customer feedback, maintain integrity, and clarify potential bias claims. For more information, see Use of AI in predictive routing, How the AI model scores agents for predictive routing, and View features that influenced predictive routing decisions. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Dynamic contact list sorting during a running campaign

Outbound administrators can now re-sort the contact list while adding a new contact to a running outbound campaign. Administrators can also configure the column by which to re-sort the contact list when they add the new contact. Previously, the campaign dialed new contacts but did not include them in contact list sorting until the next campaign recycle. This feature is available for new campaigns only. For more information, see Create an agentless campaign, Create a power dialing campaign, Create a predictive dialing campaign, Create a preview campaign, Create a progressive campaign, and Create an external calling campaign. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Platform

Improved phone number validation in Directory profiles

Genesys Cloud improved phone number validation in Directory profiles. Previously, the system automatically rejected valid numbers in locales with non-standard, location-specific details as invalid. Now, the system saves E.164-formatted numbers in a Directory profile. This feature has no restriction by user or required user to access.