Last year, Genesys released the Agent Chat API. One use case for this API is an agent chat assistant that will actively listen to the chat interaction and suggest responses based on keywords. Sending messages and the typing indicator features of the Chat API will be convenient in this scenario.
This is a companion discussion topic for the original entry at https://developer.mypurecloud.com/blog/2020-02-19-agent-chat-assistant/index.html
I wonder how call-tracking works? I was looking at leadmanagement.reviews recently, and there was a review of a similar app. I understand that call-tracking works on the same principle as the application you mentioned above? Tracks calls, makes reports and stuff like that. I think this is a handy tool in marketing. I haven't had a chance to try it yet, but it's in the plan
Hi, We're hoping to release Genesys Agent Assist for voice into BETA early next year for English and Spanish