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Integration Components

Bots

It's easy to design Genesys bots using Genesys Dialog Engine or third-party NLU engines, and easy to configure the bot conversation flow using Genesys Intelligent Automation. You can deploy bots across other channels, like voice, using Genesys Intelligent Automation. Genesys also has an open AI platform that allows you to use third-party bots or bots that your organization created.

Bot Components

A bot is flexible; it can solve today's problems and flex tomorrow's problems. You can:

  • Change the media layer, such as web chat, voice bot, or Facebook Messenger bot

  • Change the set of tasks, such as having three response choices when a customer mentions "order," or having one response when a customer mentions "hours"

  • Change the NLU engine

Note: Genesys native bots use Genesys Dialog Engine for NLP and Genesys Intelligent Automation for the conversation flow.  

For more information, see the following:

Genesys Predictive Engagement

Genesys Predictive Engagement integrates with Interaction Connect to support PureConnect Cloud and PureConnect on-premises customers. It's hosted in the Genesys Cloud and determines when to offer a chat to a website visitor and which agent workgroup should handle the interaction based on current agent availability. Genesys Predictive Engagement uses Genesys Widgets to start predictive engagement web chats with website visitors. Once a chat connects to an agent in Interaction Connect, the agent can view a map that outlines the visitor's journey on the website.

For more information, see the following:

Genesys Widgets

Genesys Widgets are Java Script-based, cloud-hosted, and cloud-configured extensions that implement the Genesys Widgets API under a continuously integrated and deployed release model. For example, the Web Chat widget displays a user interface within a webpage to allow a customer to start a live chat with an agent.

Interaction Connect supports the configuration and deployment of Genesys Widgets using code snippets that you include in your website. Configuring and deploying Genesys Widgets does not require developer skills.

For more information, see the following:

Microapps

Genesys Intelligent Automation offers over 80 pre-built, configurable microapps that accomplish specific tasks, such as payment capture, and deploy across all channels, consistently and quickly. You can combine microapps to create fully personalized AI to drive dialogues in a chat session for a seamless customer and agent experience.

For more information, see the following:

Note: The PureConnect integration with Genesys Intelligent Automation only supports the microapps listed in the Business Processes section in Genesys Intelligent Automation.