About Genesys Dialog Engine Bot Flows

AI-generated summary

Genesys Cloud provides advanced conversational bots powered by Genesys AI that enable organizations to create sophisticated customer interaction experiences through multiple integrated capabilities and channels. The platform's core bot functionality is built on Genesys Dialog Engine Bot Flows, which are constructed within Architect and seamlessly integrated into call, chat, and message flows, unifying bot and flow authoring for administrators and contact center managers. The Virtual Agent leverages knowledge bases and predefined articles to respond to customer queries, with knowledge authors managing content and monitoring performance through the knowledge workbench. Bot flows incorporate natural language understanding through intents, slots, utterances, confirmations, and learning capabilities, while advanced features such as Communication Sequence Builder, Flow Insights, and intent health analysis enhance overall bot functionality and performance monitoring. Key technical capabilities include AI-powered slots for dynamic data capture, intent mining functionality that analyzes chat, messages, and transcripts to identify customer intents and utterances, and rich media support through quick replies, cards, and carousels. The platform supports multiple conversational interface elements including clickable buttons, quick replies, cards, and carousels, with API specifications available through the postUtterance endpoint for implementation. Configuration and management features enable setting default event handling behavior, selecting supported languages, managing user input, and organizing data resources within flows. Architect provides built-in templates, logic, actions, and prompts for customization, alongside comprehensive resources for designing advanced bots including capabilities for custom slot types, utterance mapping, testing, and data passing between bots and flows. The platform is PCI DSS-compliant, supports multiple languages for secure deployment, and includes third-party text-to-speech engine integration. These capabilities collectively enable organizations to build customized, knowledge-enhanced bot flows that leverage artificial intelligence to improve customer engagement and increase self-service deflection rates.

Build bots within Architect and then integrate them into Architect call, chat, and message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers. Genesys supports third-party TTS engines. For information about Genesys Dialog Engine Bot Flows supported languages, see Genesys Cloud supported languages. This feature is PCI DSS-compliant and you can use them in Architect secure call flows. For information about PCI DSS, see PCI DSS compliance.

Genesys Dialog Engine Bot Flows features and concepts

Learn about Genesys Dialog Engine Bot Flows key features and concepts. Understand how important aspects of bot building help you during your organization’s flow design and learn how bots and flows work together.

Build a bot flow in Architect

Learn how to use built-in templates and logic that you can customize to fit your organization’s needs.

Bot flow settings and resources

Set up and use resources for your bot flow.

Bot flow actions and tasks

Understand the available Architect actions that you can implement into your bots and flows.

Use Architect prompts in bot flows

Learn about the types of prompts available in Architect and how to add and maintain them in bot flows, including configuring prompt resources, editing prompts, and bulk importing prompt files.

Enhance a bot flow in Architect with advanced features

Learn how to use built-in templates and logic that you can customize to fit your organization’s needs.

Understand intent health

Intent health helps guide you as you build out your intents and gives you the tools to improve more easily and accurately the performance of your intents and training utterances.

Use knowledge and artificial intelligence in Genesys Dialog Engine Bot Flows

Use Genesys Virtual Agent to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can. Virtual Agents allow for more personalized and helpful self-service interactions that can increase your deflection rates. The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers.

Use intent miner to mine intents in Genesys Dialog Engine Bot Flows

Intent miner analyzes chat, message, and transcripts, or recordings, to determine customer intents and utterances, and also topics and phrases, that you can refine and customize, and then import into a bot.

Work with rich media in message interactions

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.

Additional resources

Access more resources to help design and build bots and bot flows in Architect.

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