Chat UI with third party AI tooling

Web Messaging
1

I have an implementation I'm exploring on behalf of a customer that desires to leverage the Genesys WebChat frontend, but instead of using a digital bot flow they would like to leverage a third party AI solution to handle the conversation. If the third party AI cannot service the request it would then escalate to an agent to take over.

Is it possible to hook the out of the box web chat UI into a third party solution for the "bot" portion of the conversation before escalating to an agent? If so which API would be best used for this type of architecture?

2

Hi - this is not possible: for 3rd party Bots integrations we always recommend backend integration via Genesys Bot Connector > About Genesys Bot Connector - Genesys Cloud Resource Center

3

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