Xperience19 Genesys Bots Overview - Using Virtual Assistants to Automate Interactions - overview of Genesys Bots and Agent Assist
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Xperience19 Genesys Bots Overview Using Virtual Assistants to Automate Interactions Jonathan McKenzie – Senior Product Manager Updated June 9, 2019
Genesys Bots Overview and Architecture
Predictively Automate Interactions
Genesys Predictive
Genesys Chatbots Genesys Voicebots
Chatbots
Use chatbots to Use machine Use voicebots to
automate customer learning powered automate customer
conversations and journey analytics to conversations and
seamlessly handover monitor website seamlessly handover
to a chat agent when activity in real time, to an agent if
needed. predict visitor needed.
outcomes, and use
chatbots to
proactively engage
with customers.Genesys Service Automation and Orchestration
•Choose whether a bot or a human is the right agent for the
Blended AI job, and seamlessly escalate between them with full context.
•Single integration point with bots across all channels – voice
Omnichannel and digital.
•Straight forward to integrate all the bots you need through
Bot Orchestration native or custom integrations.
•Future proof investment. Plug and play bots from Genesys
Open AI and other providers as your needs change.
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited. 4Genesys Service Automation and Orchestration
•All backend fulfilment in one place supports Open AI and reduces
Fulfilment deployment costs.
Decoupled •Plug and play Speech to Text, Text to Speech, NLU to achieve
optimal solution.
Architecture
Flexible •On premise, hybrid and cloud architecture options. If desired,
keep your backend integrations on premise and your bots in the
Deployment cloud.
Common Reporting •Unified view across virtual and human agents.
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited. 5Components of a Bot
Translate an utterance spoken or typed
by a human into a format a machine can
understand – classify intent and
NLU determine entities to fill slots.
Examples: Geneys Dialog Engine,
Google Dialogflow
Customer Speech
Input Recognition
Dialog If a customer’s intent corresponds to a
knowledge based question such as an
Management and Knowledge FAQ or article, retrieve it from a
Orchestration knowledge management system.
Bot Text to Example: Genesys Knowledge Center
Output Speech
Retrieve context about customer and
Backend customer journeys. Execute backend
tasks, for example: Check balance,
Required for voice channel Implements business logic to drive next Integration check order status, order item.
ASR/transcription services provide action. Self service process
the input for a bot. management. Which bot should serve
Example: Google Speech to Text. the interaction? Is there a knowledge
article available? Are all the slots filled
Text to Speech services provide the Seamless escalation to agent desktops
to execute a task?
output for a bot.
Example: Genesys Intelligent
Agent with full context.
Examples: Nuance, Google Text to
Speech
Automation and Genesys Designer Escalation
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited. 6Genesys Bot Components
◦ Dialog Orchestration (mandatory) ◦ Knowledge Management and Question
• Designer for PureEngage Cloud Answering (Optional)
• Intelligent Automation for PureEngage • Genesys Knowledge Center
Premise and PureConnect
◦ Text to Speech and Speech to Text
◦ NLU/AI Engine (at least one required) (Required for voice)
• Google Speech to Text and Text to Speech
NLU/AI Designer
Intelligent • Nuance Speech to Text and Text to Speech
Automation
Native Dialogflow ◦ Altocloud (required for Predictive
Integration Chatbots)
Native Dialog Engine
Integration
Native Lex Integration -
Custom Third
Party NLU/AI
2019
Integration
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited. 7Genesys Designer Multi-channel Design Tool:
• Voice, Chat, Email, Social
• Tasks
Business Control:
Multi-channel Business • Emergency, Holiday
1
Design Tool Control • Open hours
2
• Business Rules
Integrated Analytics:
Row Level Events
GCXI Historical Reports
4
Self-service &
Assisted Service
3 Integrated
Analytics
Self-Service & Assisted
Service:
• IVR and Bots
• Skill, Skill Expression, Last
Agent
• Predictive MatchingGenesys Intelligent Automation
• Design once, deploy on any channel
• 80 pre-built or custom MicroApps
• Intuitive User Interface for quick changes
• Native integration to Genesys Dialog
Engine, Google Dialogflow
• Multi-lingual dialogue management
• Built-in customer journey reporting and
single integration layer
• Native integration to other Genesys
products
• Hybrid deployment to protect sensitive
dataArchitecture Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 10
PureEngage Architecture Options Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11
Genesys Bot Dependencies – PureEngage Premise
Bot Channel Application Minimum Version Notes
All Genesys Intelligent Automation 9.0.104.00
Voice Genesys Media Control Platform 9.0.022.27
Voice UniMRCP (if required for TTS) unimrcp- Only if required for non Google/Nuance
gss-1.6.1-1.el7.x86_64 integrations.
Chat Genesys Widgets 9.0.009.04 Version assumption: Rich Messaging required on
chat
Chat Genesys Mobile Services 8.5.201.04 Version assumption: Rich Messaging required on
chat
Messaging Genesys Digital Messaging Server 9.0.002.06 For messaging channels. Check required messaging
channels in documentation
Chat/Messaging Genesys Chat Server 8.5.109.06
Chat/Messaging Genesys Chat Server 8.5.203.09 If GCXI Bot Reporting required
Chat/Messaging Genesys Bot Gateway Server 9.0.004.08
Chat/Messaging Genesys Digital Messaging Server 9.0.001.10 For BGS driver
Chat/Messaging Genesys eServices Manager 8.5.303+ If Rich Messaging SRLs in UCS required
Chat/Messaging Genesys UCS 8.5.200.19 If Rich Messaging SRLS in UCS required
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited. 12Genesys Bots on PureEngage Premise – Big Picture
Genesys
Knowledge
Center
Hub PureEngage Digital Platform Human Agents
Genesys Dialog
Apple Business Facebook Engine
Chat Messenger Media
DMS Plugins Interaction Server Workspace
Genesys Cloud
SMS/MMS WeChat Automated Agents
Google
Knowledge GMS Common Chat Server Bot Gateway DialogFlow
Chat Plugin APIs
Plugin
Callback Cobrowse
Plugin Plugin
Amazon Lex
Micro Apps and Plugins
Widgets Framework
Other 3rd Party
Routing and AI/NLP
Orchestration Intelligent
Automation
PureEngage Routing Third Party AI/NLP
Clouds
PSTN Resource Media Control
SIP Server
Manager Platform
Google Speech
API (STT/TTS)
PureEngage
Voice Platform Google CloudGenesys Voicebots on PureEngage Premise Genesys
Knowledge
Center
Genesys Dialog
Engine
Human Agents
Self Service Genesys Cloud
WDE v8 or WWE
Intelligent
Automation v9 Google
Dialogflow
Routing and
Orchestration Amazon Lex
v8.5
PureEngage Routing
Other 3rd Party
AI/NLP
Third Party AI/NLP
Clouds
PSTN Resource Media Control
SIP Server v8.1.x
Manager v9 Platform v9
Google Speech
API (STT/TTS)
PureEngage Voice Platform
Google CloudGenesys Chatbots on PureEngage Premise
Genesys
Knowledge
Center
Hub v9 PureEngage Digital Platform Human Agents
Genesys Dialog
Apple Business Facebook Engine
Chat Messenger DMS Media Interaction Server
Plugins WDE v8 or WWE
v9 v8.5 Genesys Cloud
SMS/MMS WeChat Automated Agents
Google
GMS Common Bot Gateway DialogFlow
Knowledge APIs
Chat Server v8.5
Chat Plugin Plugin v8.5 v9.1.x
Callback Cobrowse
Plugin Plugin
Amazon Lex
Micro Apps and Plugins
Intelligent
Automation v9
Widgets Framework v9 Routing and Other 3rd Party
Orchestration AI/NLP
v8.5
PureEngage Routing Third Party AI/NLP
CloudsGenesys Predictive Chatbots on PureEngage Premise
Genesys
Knowledge
Center
Hub v9 PureEngage Digital Platform Human Agents
Genesys Dialog
Apple Business Facebook Engine
Chat Messenger DMS Media Interaction Server
Plugins WDE v8
v9 v8.5 Genesys Cloud
SMS/MMS WeChat Automated Agents
Google
GMS Common Bot Gateway DialogFlow
Knowledge APIs
Chat Server v8.5
Chat Plugin Plugin v8.5 v9.1.x
Callback Cobrowse
Plugin Plugin
Amazon Lex
Micro Apps and Plugins
Intelligent
Widgets Framework v9 Automation v9
Routing and Other 3rd Party
Orchestration AI/NLP
Altocloud JS v8.5 Note: Hybrid defined as Altocloud and Dialog Engine in
PureEngage Cloud with Intelligent Automation version 9, Chat (pre-
reqs here), Widgets version 9 and Bot Gateway version Third Party AI/NLP
Routing 9.1.x on Premise. Altocloud includes connector to WDE Clouds
and Pacing Service installed on premise; all other
Altocloud Altocloud components in the Cloud; Chatbot is a premise
perpetual or premise subscription sellable item
Genesys Cloud
To Workspace v9 (Altocloud
plugin)PureConnect Architecture Options Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 17
Genesys Voicebots on PureConnect Premise
PureConnect Platform Genesys
Requires PureConnect 2018r5 or Knowledge
later Center
Agent SIP Phone
Genesys Dialog
Engine
Interaction
Desktop Genesys Cloud
Customer
Phone CIC v4
Intelligent Google
Automation v9 Dialogflow
Amazon Lex
PSTN
VXML Server Other 3rd Party
AI/NLP
SIP
Gateway / SBC Third Party AI/NLP
Trunk Clouds
ASR Client
Google
Media Server Speech (STT/
Text to Speech TTS)
UniMRCP
Engine Google CloudGenesys Chatbots on PureConnect Premise Bot Messaging
Service
PureConnect Premise Platform
Agent Requires PureConnect 2018r5 or
Genesys
Knowledge
later Center
Interaction Genesys Dialog
Desktop Engine
Genesys Cloud
Widgets v9
Automated Agents
Customer Google
Browser/Client Intelligent Dialogflow
CIC v4
Automation v9
Amazon Lex
Other 3rd Party
AI/NLP
Third Party AI/NLP
CloudsGenesys Predictive Chatbots on PureConnect Premise Bot Messaging
Service
PureConnect Premise Platform
Genesys
Requires PureConnect 2018r5 or Knowledge
later
Agent Center
Interaction Genesys Dialog
Desktop Engine
Genesys Cloud
Altocloud Altocloud
Automated Agents
Genesys Cloud Google
Widgets v9 CIC v4 Dialogflow
Intelligent
Automation v9
Customer Amazon Lex
Browser/Client
Other 3rd Party
AI/NLP
Third Party AI/NLP
CloudsXperience19 Agent Assist Using AI to Guide Agents Michelle Rubinov, Product Management Updated June 6, 2019
Agent Assist Concepts and Use Cases
AI Assistance
• There is a growing and evolving AI assistant
ecosystem
o Gartner says 25% of customer service operations will
use Virtual Customer Assistants (VCAs) by 2020 - up
from 2% in 2017
• Lots of focus helping Customers - but how about the
agent?
o According to Gartner, the use of VAs in the workplace is
growing fast – by 2021, it predicts that 25% of digital
workers will use a virtual employee assistant (VEA) on a
daily basis - up from less than 2% in 2019.
o Gartner predicts 70% of organizations will integrate AI
to assist employees' productivity by 2021. E.g. VEAs or
NLP-based conversational agents/robotsWhat is Agent Assist?
• Use AI to empower agents in their job and improve common KPIs
o Helping to make agents more productive/efficient/knowledgeable by
providing real-time suggestions based on conversational context.
o Improve KPIs : FCR, AHT, number of transfers, and both agent and
customer experience/satisfaction.
• Self-service Bot hands the interaction to a live agent enabled with
Agent Assist
o Desktop component that provides continuous, real-time transcription of a
customer call – and advice!
o Dynamically updates suggested responses based on the ongoing
conversation.
• Google Contact Center AI
o Part of the Google partnership – provides PureEngage customers with the
ability to utilize Google Agent Assist within PureEngage desktops (WWE &
WDE), by streaming live audio or chat text to Google CCAI
o Provides relevant, real-time suggestions to assist the agent.
Agent
Assist 24Agent Assist - Use Case Overview
(1) Inbound call Genesys Self (2) Dialog with Dialogflow Virtual Agent
Dialogflow API
Service
(3) S
end
self
serv
ice tstream
(5) Unidirectional, stereo audio
Genesys rans
(4) Agent Escalation cript CCAI API
Assisted Service
(6) Content suggestion requests CCAI Agent
Agent Desktop
Suggestion API
Genesys Google Cloud
1. Customer makes inbound call serviced by a Genesys contact centre platform.
2. A self service voice interaction with a Dialogflow bot is initiated (details out of scope).
3. A session is initiated with CCAI and Genesys Self Service module sends transcript of bot
conversation to CCAI.
4. Interaction may be escalated to a human agent
5. Genesys platform must set up a real time, unidirectional, stereo (customer + agent) audio stream
to Google CCAI. It must be active for the life of the assisted service call segment.
6. Events containing content suggestions based on analysis of real time conversation will be pushed
to the agent desktop from CCAI using platform specific integrations with the CCAI API.Early Prototype – Agent Assist Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
User Interface Mockup (WWE 9)
• Chat conversation or Live transcription of
voice conversation appears on the left.
• A Stream of Recommended Knowledge
Articles (in ranked order) appear on the right,
based on intents detected from real-time
conversation:
• FAQs
• Knowledge articlesAgent Assist - PureEngage Architecture
Agent Assist on PureEngage Premise
Agent Assist - PureConnect
Agent Assist on PureConnect
• High priority to deliver initial Agent Assist use case in 2019R4
• Currently building core infrastructure for Agent Assist
o Streaming Audio Tap/Monitor is available (2019R1)
o Bi-directional audio (Dialogflow self-service) target 2019R4
o Planning now for Desktop components
o Will integrate with PureCloud Common components as available (as will PureEngage)
• Lays the foundation for future Agent Assist related use cases
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.Agent Assist The Road Ahead
Pu
re
201
Agent Assist Timeline
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Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. ase
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Ava dition ist
ilab al
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Pu
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lau
nchAgent Assist & Future Use Cases
• We are looking at other use cases for Agent Assist, including:
o QnA Service
o Moment Spotting
o Next Best Action
o Sales Enablement and Coaching (Sales Assist)
o Compliance Assist
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
34Thank You! Contact Information Michelle Rubinov (michelle.rubinov@genesys.com) Rob Blane (robert.blane@genesys.com) Rob Marchand (rob.marchand@genesys.com) Chuck Kirkpatrick (chuck.Kirkpatrick@genesys.com)
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