Genesys Cloud and IBM Watson voicebot integration

Genesys Cloud Integrations
1

Hello,

I would like to know if an integration of IBM Watson voicebot can be done in the Architect Flows that Genesys Cloud CX has.

Thank you

2

We are using IBM Watson with Genesys for Voice but we are doing a SIP refer to Watson which acts as the IVR and will send the caller back to Genesys the caller needs assistance from an agent.

We are also in the process of deploying Genesys messenger utilizing Watson via the bot connector which has been a rather slow process.

If you have any specific question post them up and I'll try to answer what am able to answer

3

Hi Lee, thank you very much. So, you transfer the call from Genesys Cloud to IBM Watson, sending data in SIP header. Then, if the call needs an agent, IBM Watson transfer again the call to Genesys Cloud for routing it to an agent.
Speaking about chatbot, are you implementing a custom Genesys Bot Connector for IBM Watson integration?

Have you considered the use of STT (Speech To Text) for voice to text conversion instead of SIP refer for voicebot, and to apply the chatbot solution?

Thanks and best regards

4

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