Introduction to PureConnect Integration with Genesys Intelligent Automation

The PureConnect integration with Genesys Intelligent Automation is a fully tested, secure offering that allows easy integration of chatbots with on-premises and cloud implementations of PureConnect.

Following is a basic chat flow:

1. Website visitor starts a chat.

2. Chat request passes through the cloud to Genesys Intelligent Automation.

3. Genesys Intelligent Automation receives the request and proceeds accordingly.

4. Interaction continues between the website visitor and Intelligent Automation until one of the following occurs:

• Interaction ends.

• Website visitor asks to speak to an agent.

5. If the website visitor asks to speak to an agent, the interaction passes to an agent in Interaction Connect.

Note: The chatbot feature is available beginning with PureConnect 2018 R4 and is only available through Genesys Intelligent Automation currently.