Genesys Agent Assist

Genesys Cloud and ProcedureFlow can be integrated to provide agent assist flow suggestions based on the conversation between customers and agents. Our integration supports flow suggestions during both chat and voice interactions 

Genesys Agent Assist for Chat

Genesys Cloud has agent assist capabilities that scan chat text in real-time and provide knowledge base suggestions to agents.

Genesys Agent Assist for Voice

Genesys Cloud has agent assist capabilities that transcribe voice in real-time and provide knowledge base suggestions to agents based on the transcription. 

Genesys Agent Assist Integration with ProcedureFlow

Through ProcedureFlow's API, the integration extracts flow contents, such as title and shape text. The title and shape text are used to automatically create knowledge base articles in Genesys Cloud. Additionally, a screenshot of the flow is automatically generated and added to the knowledge base article.

The integration can be set to sync flows from ProcedureFlow with Genesys' knowledge base on a regular basis (e.g. 1 hr, 3 hrs, 24 hrs).

For more information about setting up this integration, please contact help@procedureflow.com.

Genesys Documentation References

• Agent Assist Setup and Permissions
• Knowledge API
• Response Management API