About Genesys Intelligent Automation

Genesys Intelligent Automation installs on-premises or in the cloud to allow businesses to develop personalized bots, microapps, intelligent assistants, IVR applications, and more. It integrates with Genesys Dialog Engine, third-party Natural Language Processing (NLP), Artificial Intelligence (AI), and directed dialog capabilities to drive a better customer experience and reduce costs.

Through a directed dialog or natural language detection, Genesys Intelligent Automation can understand when in the conversation your customer needs to talk to a human. It can then route the conversation to the appropriate agent and carry over the context and history of the conversation so that the agent knows what happened during the bot interaction. Similarly, you can program bots to hand off interactions to human agents at any time. For a demo, see https://www.genesys.com/customer-experience/innovations/google-cloud-contact-center-ai.

Currently, PureConnect supports all features of Genesys Intelligent Automation except the following:

• Conversation Manager

• Multi-modal

• Smart Transfer

• Whisper Transfer

For more information about:

• Genesys Intelligent Automation, see Genesys Intelligent Automation.

• Installing and configuring Genesys Intelligent Automation, see the Genesys Intelligent Automation Deployment Guide.

• Using Genesys Intelligent Automation, see the Genesys Intelligent Automation Help.

• Genesys Intelligent Automation features, see the Genesys Intelligent Automation Reference Guide.

• Dialog Engine, see Integrating Dialog Engine in the Genesys Intelligent Automation Deployment Guide.