Virtual Assistant within Web Messaging

[edgars.dudins]

Hi everyone,

I just wanted to know a bit more about having a virtual assistant, an AI bot who would respond to customer requests. Wanted to know if anyone has some experience and can help out with questions such as:

• What are Genesys Digital Bot Flows, are these some kind of flows which utilize Genesys generative AI bot which we can build and train on Genesys side?
• If we plan to use third party Virtual Assistant AI bot, should we use Bot Connector?
• Are there any technical requirements for third-party vendors?
• Is there any architectural kind of image on how this all is connected between systems as example?

I would really appreciate any kind of help, even if you are able to answer even on one question Thanks!

[Georgy]

Hi @edgars.dudins,
Thank you for your questions.
Genesys Digital Bot Flows are essentially bot flows with digital channel focus. Apart from allowing future channel-specific development, they currently give you the main benefits of:

1. Creating digital menu´s and bot responses powered by your knowledge base (Wiki) to create FAQ-style bots
   (Control knowledge behavior in your digital bot flow - Genesys Cloud Resource Center)
2. Understanding and mapping customer requests/inputs to your defined tasks in the flow (NLU) using slots and intent recognition (Genesys conversational AI solution video series - Genesys Cloud Resource Center)

Bradley summarized it well over at our Community Forums: "One of the big changes with the digital flow is that Knowledge and Intents can be accessed at (almost) any time within the flow, the customer simply needs to say something that matches an intent phrase. This pairs well with the new Digital Menu, which means you no longer need a bajillion slot-lists to present quick replies, and you can use these new easy menus to steer the customer instead of relying on them to say something that aligns with one of your intents." (Genesys Cloud - Main - Genesys)

For 3rd party conversational bots you have the option to use natively integrated Amazon Lex, Google Dialogflow or Nuance Mix bot integrations. Other bot vendors you can integrate via Bot Connector. (Genesys Cloud Developer Center)
But these are separate from (Digital) Bot Flows. 3rd party bots are called in inbound message flows by adding a Call bot action.

(Keep in mind media type constraints for the different solutions: Channel, bot, and touchpoint capabilities feature comparison - Genesys Cloud Resource Center)

For further technical guiding I recommend you engage with your TAM.