Genesys Agent Assist

Overview

Procedureflow’s integration with Genesys Cloud brings real-time visual guidance into the Genesys Agent Copilot experience. Using the Procedureflow API, the integration extracts flow content, including flow titles and shape text, to automatically create knowledge base articles in Genesys Cloud. Each article also includes a generated screenshot of the flow and a link back to the full visual procedure in Procedureflow.

Procedureflow synchronizes entry points and flows with the Genesys knowledge base and can be configured to run on a regular schedule (for example, hourly or daily) to keep content up to date. Combined with Genesys Cloud’s conversation analysis, Agent Copilot can surface the most relevant guidance during customer interactions—helping agents quickly access the right procedures and resolve issues more efficiently.

Key capabilities

• Embedded process guidance surfaced directly within Genesys Cloud Agent Copilot.
• Contextual intelligence from Genesys Cloud helps surface relevant Procedureflow knowledge during conversations.
• Improved agent efficiency and consistency through faster access to step-by-step visual guidance.

Setting up the integration

Environment setup

The integration runs as a containerized tool that connects to both the Procedureflow and Genesys Cloud APIs. During setup, authentication credentials, environment variables, and container access must be configured, including OAuth credentials in Genesys Cloud and a Procedureflow Personal Access Token.

Initial content upload

The integration creates a Genesys Cloud Knowledge Base, and uploads flows from a selected Procedureflow entry point. Each flow becomes a knowledge article containing a screenshot of the flow, extracted flow content to improve Copilot recommendations, and a link to open the full visual flow in Procedureflow.

Ongoing synchronization

After the initial upload, the integration can be run periodically to detect updates in Procedureflow flows. When content changes occur, the corresponding knowledge articles in Genesys Cloud are updated, and new or deleted flows are reflected automatically in the Knowledge Base.

Agent experience

Once the Knowledge Base is assigned to a Genesys Cloud Agent Copilot, relevant Procedureflow guidance can be suggested to agents during conversations, allowing them to quickly access the associated flow screenshot or open the full flow directly in Procedureflow.

Agent experience

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. 

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