Hi all, are generative AI capabilities coming to the bots? Is there a roadmap we can access to learn about what those capabilities will be and what the timelines are? Any vision videos that can be shared with clients? Thanks
Hi, there are some things in progress, but nothing specific that I can share publicly right now. It would be great if you can jump over to https://genesyscloud.ideas.aha.io/ and submit an idea to make your request for this and share your use case for how you'd like to use generative AI with your customers. The ideas submitted there help inform Product Management's decisions.
Tim is absolutely right that we love to see ideas and feedback in the aha ideas portal. There are a few items you can already find on the Virtual Agents roadmap as well, though the way that aha shows whats coming is, by design, only the near future, so we certainly have more cooking in the kitchen.
To your question about GenAi specifically, the short answer is yes.
The longer answer is that we don't quite see enough trust and confidence in a full GenAI solution (ala ChatGPT) to represent your business. Tools like that are great for simple, or even slightly complex, daily tasks that fit the general public, at least when they have little risk involved. But when representing a business, you need a great level of trust and transparency that it will only do what you expect.
There have been some public cases where things have gone awry, if you look up the Watsonville Chevrolet case, AirCanada as well, to name a few. These are few and far between, but the risk is real. So we are planning to release features built on Generative AI, and more commonly Large Language Models to power up bots without increasing the risk too much.
You can see generativeAI already in transcript summarization, which we also plan to bring to bots. We want to infuse our existing NLU with LLMS to make them more powerful, with less training, and allow for more dynamic and advanced conversations. A final sneak peak: We are also actively researching flow mining, the ability to generate a bot flow based on agent interactions.
We do have roadmap sessions where we can do a deeper dive with existing customers in order to show more of what's coming, how we're thinking about it, and gathering your feedback.