UseCases/Current/GenesysEngage-onpremises/CE31 - Revision history

Shlandy93 at 13:27, November 8, 2022

2022-11-08T13:27:33Z

Shlandy93 at 17:02, July 7, 2022

2022-07-07T17:02:34Z

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

2021-11-09T21:27:47Z

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

Ed.jamer@genesys.com: Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

2021-11-09T21:18:00Z

Text replacement - "Gxxx Exxx on-premises" to "Genesys Engage on-premises"

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

2021-11-09T21:11:27Z

Text replacement - "Genesys Engage" to "Genesys Multicloud CX"

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

2021-11-09T21:07:26Z

Text replacement - "Genesys Engage [oO]n-[pP]remises" to "Gxxx Exxx on-premises"

Shane.landy@genesys.com at 14:19, June 3, 2021

2021-06-03T14:19:10Z

Shane.landy@genesys.com: UCC: Removed all references to Dialog Engine

2021-03-09T18:11:05Z

UCC: Removed all references to Dialog Engine

Shane.landy@genesys.com: UCC: Added documentation links

2021-02-18T14:04:06Z

UCC: Added documentation links

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

2021-02-16T12:29:17Z

UCC: Updated benefits to align with calculators

Show changes

@@ Line 171: / Line 171: @@
 *Chat transcript is not passed to callback agent.
 *Survey Dialogflow is provided by Questionnaire Builder microapp. Results available for download from Genesys Intelligent Automation Control Center or via web service. Review [https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/BMenu#Using Menu Block] documentation for further details.
-*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Multicloud CX. It is only available on Genesys Cloud CX).
+*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is only available on Genesys Cloud CX).
 |CustomerAssumptions=Genesys Widgets are required to support out-of-the box rich messaging capabilities for chat.
 |RequiresOr=CE18, CE19, CE29, CE34
 |Optional=CE20, CE28, CE37
 }}

@@ Line 3: / Line 3: @@
 |Title=Genesys Blended AI Bots
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Containment Rate
@@ Line 16: / Line 13: @@
 |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, and third-party bots. As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities.
 The chatbot supports or orchestrates the following capabilities:
@@ Line 112: / Line 112: @@
 *API call to third-party data source
 |DistributionLogic=When the conversation is handed over to a live agent, the interaction moves to one of these use cases, depending on the channel the customer is using the use cases listed under the interdependency section.
 |AgentDeskRequirements=The agent desktop requirements for the required digital use cases can be referenced by clicking on the respective use case in the interdependencies section.
@@ Line 160: / Line 159: @@
 For more information regarding Historical Reporting for bots, reference the [https://docs.genesys.com/Documentation/GCXI/9.0.0/User/HRCXIBotDashboard Bot Dashboard] page.
 |GeneralAssumptions=*This Use Case is supported by industry templates that contain examples of chatbot applications combining personalization, natural language understanding, AI, and microapps. Chatbot application requirements including required microapps are confirmed during design. These application templates are created for Financial Services, Telco, and Travel.
 *Handoff to agent is on the same channel (unless callback).
@@ Line 172: / Line 172: @@
 *Survey Dialogflow is provided by Questionnaire Builder microapp. Results available for download from Genesys Intelligent Automation Control Center or via web service. Review [https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/BMenu#Using Menu Block] documentation for further details.
 *To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Multicloud CX. It is only available on Genesys Cloud CX).
 |RequiresOr=CE18, CE19, CE29, CE34
 |Optional=CE20, CE28, CE37
 }}

@@ Line 171: / Line 171: @@
 *Chat transcript is not passed to callback agent.
 *Survey Dialogflow is provided by Questionnaire Builder microapp. Results available for download from Genesys Intelligent Automation Control Center or via web service. Review [https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/BMenu#Using Menu Block] documentation for further details.
-*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Multicloud CX. It is only available on Genesys Cloud).
+*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Multicloud CX. It is only available on Genesys Cloud CX).
 |RequiresOr=CE18, CE19, CE29, CE34
 |Optional=CE20, CE28, CE37
 |DocVersion=V 1.0.8
 }}

@@ Line 27: / Line 27: @@
 *Offer and schedule a callback - if outside of business hours or long wait time then chatbot offers an immediate or scheduled callback
 *Offer a chatbot survey depending on business context
-|Description=Supported Genesys Chatbot channels for Gxxx Exxx on-premises are web and mobile chat, SMS, Facebook Messenger, WeChat, WhatsApp and Apple Business Chat.
+|Description=Supported Genesys Chatbot channels for Genesys Engage on-premises are web and mobile chat, SMS, Facebook Messenger, WeChat, WhatsApp and Apple Business Chat.
-For Gxxx Exxx on-premises Subscription, there is a Chatbot bundle sellable item that includes Bot Gateway, Intelligent Automation, Knowledge Center and the digital channel (for automation only).
+For Genesys Engage on-premises Subscription, there is a Chatbot bundle sellable item that includes Bot Gateway, Intelligent Automation, Knowledge Center and the digital channel (for automation only).
-For Gxxx Exxx on-premises Perpetual, customers would license the components separately.
+For Genesys Engage on-premises Perpetual, customers would license the components separately.
 |PainPoints=* Increasing interactions on digital channels
 * Low first contact resolution rates

@@ Line 171: / Line 171: @@
 *Chat transcript is not passed to callback agent.
 *Survey Dialogflow is provided by Questionnaire Builder microapp. Results available for download from Genesys Intelligent Automation Control Center or via web service. Review [https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/BMenu#Using Menu Block] documentation for further details.
-*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Engage. It is only available on Genesys Cloud).
+*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Multicloud CX. It is only available on Genesys Cloud).
 |RequiresOr=CE18, CE19, CE29, CE34
 |Optional=CE20, CE28, CE37
 |DocVersion=V 1.0.8
 }}

@@ Line 16: / Line 16: @@
 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.
-|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.
+|UCSummary=Genesys Chatbots supports "bring your own technology model" supporting Amazon Lex, Google Dialogflow, and third-party bots. As each chatbot and third party has their own specific capabilities, this use case covers broadly available capabilities.
 The chatbot supports or orchestrates the following capabilities:
@@ Line 23: / Line 23: @@
 *Identification & Verification (ID&V) – to identify and verify the customer if required
 *Directed Dialog – to automate relevant business processes or provide information
-* Involve supported third-party NLU/bot platforms, if it specializes in a particular topic
+*Involve supported third-party NLU/bot platforms, if it specializes in a particular topic
-* Handoff to an agent – to connect the customer to a live person with the full context of the interaction
+*Handoff to an agent – to connect the customer to a live person with the full context of the interaction
 *Offer and schedule a callback - if outside of business hours or long wait time then chatbot offers an immediate or scheduled callback
 *Offer a chatbot survey depending on business context
@@ Line 79: / Line 79: @@
 #*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 chatbot asks an open-ended question like: “How may I help you?” to determine intent and capture the customer's response. (BL3)
-#The customer's response is then sent to Dialog Engine (or, optionally, a third-party NLU engine via API).''' [BL1-BL4]'''
+#The customer's response is then sent to a third-party NLU engine via API.''' [BL1-BL4]'''
 #*If intent and entities are returned, the conversation moves to the correct point in the interaction flow, which could be within one of the following sub-flows (or microapps):
 #**Identification & Verification
@@ Line 88: / Line 88: @@
 #*If the customer responds “yes”, they're brought back to Step 5: "How may I help you?”.
 #*If the customer responds “no”, the chatbot decides whether or not to offer them a survey (see step 8).
-#*If the customer responds with a more advanced answer, the response is sent to Dialog Engine (or, optionally, a third-party NLU engine via API) to determine intent and entities for further processing.
+#*If the customer responds with a more advanced answer, the response is sent to a third-party NLU engine via API to determine intent and entities for further processing.
 #Customer information and/or context is retrieved to determine whether to offer a survey. '''[BL5]'''<br />
 #*If a survey is to be offered, the chatbot continues to the next step.
@@ Line 164: / Line 164: @@
 |GeneralAssumptions=*This Use Case is supported by industry templates that contain examples of chatbot applications combining personalization, natural language understanding, AI, and microapps. Chatbot application requirements including required microapps are confirmed during design. These application templates are created for Financial Services, Telco, and Travel.
 *Handoff to agent is on the same channel (unless callback).
-*Dialog Engine has been "trained" with intents.
+*NLU capabilities for languages can be supported through integrations to third-party NLU engines such as Google Dialogflow.
 *The Genesys  Control Center to configure Chatbots is localized to support the following languages:
 **English (United Kingdom)
@@ Line 175: / Line 173: @@
 *Chat transcript is not passed to callback agent.
 *Survey Dialogflow is provided by Questionnaire Builder microapp. Results available for download from Genesys Intelligent Automation Control Center or via web service. Review [https://docs.genesys.com/Documentation/GAAP/Current/iaHelp/BMenu#Using Menu Block] documentation for further details.
-*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine].
+*To deploying bots when Dialog Engine is the NLU provider, see [https://docs.genesys.com/Documentation/GAAP/Current/iaBots/DialogEngine Integrating Intelligent Automation with Dialog Engine]. (Dialog Engine is not available on Genesys Engage. It is only available on Genesys Cloud).
 |DocVersion=V 1.0.8
 }}