UseCases/Current/GenesysCloud/CE31 - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:17Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Shane.landy@genesys.com at 14:27, June 3, 2021

2021-06-03T14:27:19Z

Shane.landy@genesys.com at 14:12, June 3, 2021

2021-06-03T14:12:48Z

Show changes

Shane.landy@genesys.com at 14:11, June 3, 2021

2021-06-03T14:11:34Z

Show changes

Shane.landy@genesys.com: UCC: Maintenance Work

2021-05-27T15:45:43Z

UCC: Maintenance Work

Shane.landy@genesys.com: UCC: Updated benefits to align with calculators

2021-02-16T14:15:43Z

UCC: Updated benefits to align with calculators

Shane.landy@genesys.com at 17:20, November 10, 2020

2020-11-10T17:20:31Z

Shane.landy@genesys.com at 11:32, November 10, 2020

2020-11-10T11:32:12Z

Shane.landy@genesys.com: UCC: Acrolinx Updates

2020-10-21T18:25:32Z

UCC: Acrolinx Updates

Shlandy93 at 14:04, September 11, 2020

2020-09-11T14:04:42Z

@@ Line 23: / Line 23: @@
 *Natural Language Understanding – to derive intents and entities
 *Simple bot orchestration enables customers to use the best bot for the job. For example Google Dialogflow has highest alphanumeric recognition rates
-*Genesys Cloud Architect makes it easy to integrate to new bot providers, switch between bot providers or to use multiple bot providers within a single interaction
+*Genesys Cloud CX Architect makes it easy to integrate to new bot providers, switch between bot providers or to use multiple bot providers within a single interaction
-*A-B testing with Genesys Cloud Architect helps determine which bot is most effective for a particular business use case
+*A-B testing with Genesys Cloud CX Architect helps determine which bot is most effective for a particular business use case
 *Graceful escalation to a live Agent at the right time
-|Description=Supported Genesys Chatbot channels for Genesys Cloud are web and mobile chat, <span>Facebook Messenger, WhatsApp, Line Messaging, Twitter Direct Message, and SMS.</span>
+|Description=Supported Genesys Chatbot channels for Genesys Cloud CX are web and mobile chat, <span>Facebook Messenger, WhatsApp, Line Messaging, Twitter Direct Message, and SMS.</span>
 |PainPoints=* Increasing interactions on digital channels
 * Low first contact resolution rates
@@ Line 98: / Line 98: @@
 *API call to third-party data source
 |DistributionLogic=There is no applicable content for this section.
-|CustomerInterfaceRequirements=This use case expects the utilization of Genesys Cloud Widget to display the chats.
+|CustomerInterfaceRequirements=This use case expects the utilization of Genesys Cloud CX Widget to display the chats.
 |AgentDeskRequirements=Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop.
-|RealTimeReporting=With Genesys Cloud, you can do flow reporting and use flow outcomes to report on chatbot intents.
+|RealTimeReporting=With Genesys Cloud CX, you can do flow reporting and use flow outcomes to report on chatbot intents.
 See the [https://help.mypurecloud.com/articles/flows-performance-summary-view/ Flows Performance Summary view] and use [https://help.mypurecloud.com/?p=185383 flow outcomes] statistics to help you determine performance issues for specific chatbot flows, and gather data about self-service success. Use the chatbot flow data to improve outcomes.

@@ Line 7: / Line 7: @@
 Genesys chatbots unify and orchestrates self-service experiences using both native and third-party bots – powering exceptional customer and employee experiences.  Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, or SMS.
 |SMART_Benefits={{SMART Benefits
-|UCBenefitID=Reduced Volume of Interactions
+|UCBenefitID=Improved Containment Rate
 |UCBenefit=Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests.
 }}{{SMART Benefits

@@ Line 3: / Line 3: @@
 |Title=Genesys Blended AI Bots
 |Offering=GenesysEngage-onpremises
-|UCIntro=Third-party bots are available through Early Adopter Program (EAP), please contact your Genesys Account Team contact for more details.
+|UCOverview=The proliferation of digital channels leads to higher customer expectations and an increased number of interactions that companies deal with when servicing customers. Coupled with increased usage of Artificial Intelligence (AI) for business applications, this change results in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on digital channels such as web, mobile, social, SMS, and messaging apps. Chatbots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Chatbots are always on and available, and can hand over to a live agent at any time where needed. While chatbots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience.
 Genesys chatbots unify and orchestrates self-service experiences using both native and third-party bots – powering exceptional customer and employee experiences.  Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, or SMS.
@@ Line 17: / Line 16: @@
 |UCBenefit=Reduce the time required to address the customer request, handle off-hour contacts, offer immediate options, and improve outcomes.
 }}
-|UCSummary=Genesys Chatbots supports "bring your own technology model" supporting Amazon Lex, Google Dialogflow, our native Genesys Dialog Engine, and third-party bots.  As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities, for the most of to date latest references available, visit the [https://help.mypurecloud.com/articles/bring-your-own-technology-services-model/ Resource Center].
+|UCSummary=Genesys Chatbots supports native platform Dialog Engine Bot Flows and third-party platforms such as Amazon, Google etc.  As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities, for the most of to date latest references available, visit the [https://help.mypurecloud.com/articles/bring-your-own-technology-services-model/ Resource Center].
 <span>The chatbot supports or orchestrates the following capabilities:</span>
@@ Line 71: / Line 70: @@
 #*Customer is handed over directly to an agent because they owe an outstanding balance.
 #*If the customer is not handed over to an agent, the customer could end their chat, confirm the contact reason, or continue.
-#Assuming the customer has moved on from the Personalization stage, the interaction is sent to a chatbot (for example Amazon Lex) which asks an open-ended question like: “How may I help you?” to determine intent and capture the customer's response.<span></span>'''[BL1]'''<br />
+#Assuming the customer has moved on from the Personalization stage, the interaction is sent to a chatbot (for example Genesys Dialog Engine) which asks an open-ended question like: “How may I help you?” to determine intent and capture the customer'<span></span>s response.'''[BL1]'''<br />
 #*If intent and slots are returned, the conversation moves to the correct point in the interaction flow, for example;
 #**Automated notification task (such as display balance)
 #**Handoff to live agent
 #*If intent and slots are not returned, the conversation returns to the interaction flow and the customer is handed off to an agent.
-#Upon completion of a task,<span></span><span>the interaction is sent to a chatbot (for example Amazon Lex) which asks</span><span></span> a follow-up question like: "Is there anything else I can help you with?"
+#Upon completion of a task,<span></span><span>the interaction is sent to a chatbot (for example Genesys Dialog Engine)</span><span></span> <span>which asks</span> a follow-up question like: "Is there anything else I can help you with?"
 #*If the customer responds “yes,” they return to Step 5: "How may I help you?”
 #*If the customer responds “no,” then the conversation returns to the interaction flow
@@ Line 116: / Line 115: @@
 *Customers use their own third-party Chatbot accounts for Integration Services.
 |RequiresOr=CE18, CE29, CE34
-|DocVersion=V 1.3.0
+|DocVersion=1.4.0
 |Video=398264777
 }}

@@ Line 3: / Line 3: @@
 |Title=Genesys Blended AI Bots
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Reduced Volume of Interactions
@@ Line 10: / Line 14: @@
 |UCBenefit=Tailor the customer experience to the individual based on who they are, why they could be interacting, and the status of the contact center
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Reduce the time required to address the customer request, handle off-hour contacts, offer immediate options, and improve outcomes.
 }}
-|UCOverview=<span>The proliferation of digital channels leads to more demanding customer expectations and an increased number of interactions that companies deal with when servicing customers. Coupled with increased usage of AI for business applications, this change results in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on channels such as web, mobile, social, SMS, and messaging apps. Chatbots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Chatbots are always on and available, and can be handed over to an agent at any time if needed. While chatbots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Benefits typically include:</span>
+|UCSummary=Genesys Chatbots supports "bring your own technology model" supporting Amazon Lex, Google Dialogflow, our native Genesys Dialog Engine, and third-party bots.  As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities, for the most of to date latest references available, visit the [https://help.mypurecloud.com/articles/bring-your-own-technology-services-model/ Resource Center].
-|UCSummary=Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, <span>WhatsApp, or SMS. The chatbot supports or orchestrates the following capabilities:</span>
 *Personalization – to tailor the experience based on context from the current interaction or from previous interactions
@@ Line 56: / Line 61: @@
 <span>The following diagram shows the business flow of the use case:</span>
-|BusinessImage=https://www.lucidchart.com/documents/edit/92307f69-8aad-4aa1-bcb9-c9848f85e677/0
+|BusinessImage=92307f69-8aad-4aa1-bcb9-c9848f85e677
 |BusinessFlowDescription=#A chat interaction is initiated (reactive or proactive) across a supported channel.
 #The customer receives a standard welcome message from the chatbot.
@@ Line 94: / Line 99: @@
 *API call to third-party data source
 |DistributionLogic=There is no applicable content for this section.
-|CustomerInterfaceRequirements=Genesys Cloud Widget is used.
+|CustomerInterfaceRequirements=This use case expects the utilization of Genesys Cloud Widget to display the chats.
 |AgentDeskRequirements=Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop.
 |RealTimeReporting=With Genesys Cloud, you can do flow reporting and use flow outcomes to report on chatbot intents.
@@ Line 104: / Line 109: @@
 The [https://help.mypurecloud.com/articles/flow-outcomes-summary-view Flow Outcomes Summary view] displays statistics related to chats that enter Architect flows. These statistics can help you determine how well your chatbot flows serve customers and gather data about self-service success.
 |HistoricalReporting=<span><span>We are working on providing more chatbot reporting in the future, including building your own chatbot reports.</span></span>
-|DocVersion=V 1.3.0
+|GeneralAssumptions=*Handoff to agent is on the same channel.
-|GeneralAssumptions=*Use Case supports web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, and SMS.<br />
+*The customer is responsible for the build of the natural language bot model and providing the bot training of utterances, intents, or slots. Professional Service may be engaged to develop the model.
 *Survey capabilities are provided by chatbot provider QA functionality (for example, Amazon Lex) and need customization.
-*Genesys Cloud Widget is used.
+*Chatbot integration is not HIPAA-compliant.
 *Third-Party Chatbots are enabled via the Integrations Registry and informational through AppFoundry.
 *Customers use their own third-party Chatbot accounts for Integration Services.
 |RequiresOr=CE18, CE29, CE34
 |Video=398264777
 }}

@@ Line 107: / Line 107: @@
 |GeneralAssumptions=*Use Case supports web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, and SMS.<br />
 *Handoff to agent is on the same channel.
-*Chatbot (e.g. Amazon Lex) has been "trained" with intents.
+*Chatbot (for example Amazon Lex) has been "trained" with intents.
 *Survey capabilities are provided by chatbot provider QA functionality (for example, Amazon Lex) and need customization.
 *Genesys Cloud Widget is used.

@@ Line 13: / Line 13: @@
 |UCBenefit=Reduce the time required to address the customer request, handle off-hour contacts, offer immediate options, and improve outcomes.
 }}
 |UCOverview=<span>The proliferation of digital channels leads to more demanding customer expectations and an increased number of interactions that companies deal with when servicing customers. Coupled with increased usage of AI for business applications, this change results in organizations implementing chatbots that can interact with customers to automate tasks and assist their queries on channels such as web, mobile, social, SMS, and messaging apps. Chatbots can alleviate strain on contact center employees while improving the customer experience and controlling costs. Chatbots are always on and available, and can be handed over to an agent at any time if needed. While chatbots can also be used by employees and for business optimization purposes, the remainder of this document refers to omnichannel bots in the context of customer engagement. The primary benefits of chatbots are to increase self-service success, deflect interactions from the contact center, and improve the customer experience. Benefits typically include:</span>
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case, however, focuses on deploying a bot on web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, <span>WhatsApp, or SMS. The chatbot supports or orchestrates the following capabilities:</span>
@@ Line 37: / Line 36: @@
 *Better user experience based on customer context
 |BuyerPersonas=Head of Customer Experience, Head of Contact Center(s)
 |MaturityLevel=Differentiated
 |CloudAssumptionsAdditional_Sales=*Channels supported: Web & Mobile Chat, <span>Facebook Messenger, WhatsApp, Twitter Direct Message, Line Messaging, and SMS.</span>
 *Transfer to agent is on same channel.
 *Survey is provided by Bot provider Q&A functionality and needs customisation.
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=<span>When a customer interacts through a supported Genesys digital channel, a chatbot starts. The chatbot first attempts to use context to anticipate why the customer may be engaging and in turn provides personalized messages to resolve the query. If no personalization options exist, the chatbot asks the customer an open question, such as "How may I help?".</span>
@@ Line 99: / Line 93: @@
 *Customer journey data
 *API call to third-party data source
 |DistributionLogic=N/A
 |CustomerInterfaceRequirements=Genesys Cloud Widget is used.
 |AgentDeskRequirements=Chat transcript between customer and chatbot is populated in the chat interaction window in the agent desktop.
-|RealTimeReporting=Specific reporting is planned and will be available in the future.
+|RealTimeReporting=With Genesys Cloud, you can do flow reporting and use flow outcomes to report on chatbot intents.
-|HistoricalReporting=<span><span>Specific reporting is planned and will be available in the future.</span></span>
 |GeneralAssumptions=*Use Case supports web chat, mobile chat, Facebook Messenger, Twitter Direct Message, Line Messaging, WhatsApp, and SMS.<br />
 *Handoff to agent is on the same channel.
@@ Line 131: / Line 130: @@
 *Dialogflow Language support is detailed in the [https://cloud.google.com/dialogflow/docs/reference/language Google Documentation.]
 *Dialogflow integration is not HIPAA compliant.
 |RequiresOr=CE18, CE29, CE34
 |Video=398264777
 |DocVersion=v 1.3.0
 }}