UseCases/Current/GenesysEngage-onpremises/CE41 - Revision history

Shlandy93: UCC: Removed references to Multicloud CX

2022-11-08T13:31:41Z

UCC: Removed references to Multicloud CX

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

2021-11-09T21:27:38Z

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

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

2021-11-09T21:19:45Z

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

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

2021-11-09T21:12:20Z

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"

2021-11-09T21:07:23Z

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

Shane.landy@genesys.com at 14:33, June 3, 2021

2021-06-03T14:33:16Z

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

2021-03-09T18:21:20Z

UCC: Removed all references to Dialog Engine

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

2021-02-16T12:44:51Z

UCC: Updated benefits to align with calculators

Ed.jamer@genesys.com: Text replacement - " Altocloud" to " Predictive Engagement"

2020-11-17T15:24:01Z

Text replacement - " Altocloud" to " Predictive Engagement"

Shlandy93 at 08:58, September 23, 2020

2020-09-23T08:58:23Z

@@ Line 3: / Line 3: @@
 |Title=Genesys Voice Bots
 |Offering=GenesysEngage-onpremises
 |SMART_Benefits={{SMART Benefits
 |UCBenefitID=Improved Containment Rate
@@ Line 27: / Line 16: @@
 |UCBenefit=Reuse of existing assets and the option to use less expensive speech alternatives
 }}
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for AI-driven bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on the voice channel and can automatically be extended to digital channels by adding the Genesys Chatbots with Blended AI Use Case. The voicebot supports and orchestrates the following capabilities:
@@ Line 161: / Line 161: @@
 <ul><li>See what’s important to callers</li><li>Monitor the impact of changes</li><li>Compare customer experience</li><li>Data Extracts (CSV format)</li><li>Call Details</li><li>Business Tasks</li><li>GUI Actions</li><li>Inbound SMS</li></ul>
 |GeneralAssumptions=*Use Case supports voice channel. {{#mintydocs_link:topic=CE31}} supports digital channels.
 *This Use Case is supported by industry templates that contain examples of voicebot applications combining personalization, natural language understanding, AI, and microapps. Voicebot application requirements including required microapps are confirmed during design. These application templates are created for Financial Services, Telco, and Travel.
@@ Line 176: / Line 177: @@
 *The IVR transcript will not pass in Genesys Engage on-premises.
-*The voicebot is deployed in a Hybrid model, that is, Genesys Multicloud CX infrastructure on premise with Google speech, and other NLU providers on the Cloud.
+*The voicebot is deployed in a Hybrid model. On premise with Google speech, and other NLU providers on the Cloud.
-*Dialog Engine is not available for Genesys Multicloud CX. It is only available on Genesys Cloud CX.
+*Dialog Engine is only available on Genesys Cloud CX.
 <br />
@@ Line 183: / Line 184: @@
 |RequiresAll=CE01
 |Optional=BO06, CE28
 }}

@@ Line 177: / Line 177: @@
 *The IVR transcript will not pass in Genesys Engage on-premises.
 *The voicebot is deployed in a Hybrid model, that is, Genesys Multicloud CX infrastructure on premise with Google speech, and other NLU providers on the Cloud.
-*Dialog Engine is not available for Genesys Multicloud CX. It is only available on Genesys Cloud.
+*Dialog Engine is not available for Genesys Multicloud CX. It is only available on Genesys Cloud CX.
 <br />

@@ Line 169: / Line 169: @@
 *Chat transcript is not passed to callback agent.
 *Survey dialog flow is provided by the Intelligent Automation Questionnaire Builder microapp. Results available for download from the Intelligent Automation Control Center or via web service.
-*The Intelligent Automation Control Center (for Gxxx Exxx on-premises) to configure voicebots is localized to support the following languages:
+*The Intelligent Automation Control Center (for Genesys Engage on-premises) to configure voicebots is localized to support the following languages:
 *#English (United Kingdom)
 *#French
@@ Line 175: / Line 175: @@
 *#German
-*The IVR transcript will not pass in Gxxx Exxx on-premises.
+*The IVR transcript will not pass in Genesys Engage on-premises.
 *The voicebot is deployed in a Hybrid model, that is, Genesys Multicloud CX infrastructure on premise with Google speech, and other NLU providers on the Cloud.
 *Dialog Engine is not available for Genesys Multicloud CX. It is only available on Genesys Cloud.

@@ Line 176: / Line 176: @@
 *The IVR transcript will not pass in Gxxx Exxx on-premises.
-*The voicebot is deployed in a Hybrid model, that is, Genesys Engage infrastructure on premise with Google speech, and other NLU providers on the Cloud.
+*The voicebot is deployed in a Hybrid model, that is, Genesys Multicloud CX infrastructure on premise with Google speech, and other NLU providers on the Cloud.
-*Dialog Engine is not available for Genesys Engage. It is only available on Genesys Cloud.
+*Dialog Engine is not available for Genesys Multicloud CX. It is only available on Genesys Cloud.
 <br />

@@ Line 169: / Line 169: @@
 *Chat transcript is not passed to callback agent.
 *Survey dialog flow is provided by the Intelligent Automation Questionnaire Builder microapp. Results available for download from the Intelligent Automation Control Center or via web service.
-*The Intelligent Automation Control Center (for Genesys Engage on-premises) to configure voicebots is localized to support the following languages:
+*The Intelligent Automation Control Center (for Gxxx Exxx on-premises) to configure voicebots is localized to support the following languages:
 *#English (United Kingdom)
 *#French
@@ Line 175: / Line 175: @@
 *#German
-*The IVR transcript will not pass in Genesys Engage on-premises.
+*The IVR transcript will not pass in Gxxx Exxx on-premises.
 *The voicebot is deployed in a Hybrid model, that is, Genesys Engage infrastructure on premise with Google speech, and other NLU providers on the Cloud.
 *Dialog Engine is not available for Genesys Engage. It is only available on Genesys Cloud.

@@ Line 26: / Line 26: @@
 *Quickly and easily deploy omnichannel bots with Natural Language Understanding (NLU) and pre-built microapps that leverage industry best practice
 *Move to cloud at your own speed and at low risk with cloud, hybrid, and premise options
-*Inclusion of voicebots powered by Natural Language Understanding from Genesys Dialog Engine, Google DialogFlow and Amazon Lex and other third-parties to provide natural and rich conversational experiences for customers who call Customer Service. Spoken phrases from customers are transcribed to text by Google Cloud Speech to Text which is then interpreted by the chosen NLU application to identify the customer’s intent.  For example, book a flight; extract key data for the query such as origin and destination city, date, day, time; and generate an appropriate response and/or further questions to continue the interaction.
+*Inclusion of voicebots powered by Natural Language Understanding from Google DialogFlow and Amazon Lex and other third-parties to provide natural and rich conversational experiences for customers who call Customer Service. Spoken phrases from customers are transcribed to text by Google Cloud Speech to Text which is then interpreted by the chosen NLU application to identify the customer’s intent.  For example, book a flight; extract key data for the query such as origin and destination city, date, day, time; and generate an appropriate response and/or further questions to continue the interaction.
 |UCSummary=Genesys supports a “design once, deploy anywhere” concept for AI-driven bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on the voice channel and can automatically be extended to digital channels by adding the Genesys Chatbots with Blended AI Use Case. The voicebot supports and orchestrates the following capabilities:
@@ Line 57: / Line 57: @@
 |MaturityLevel=Differentiated
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessImage=https://www.lucidchart.com/documents/edit/20930a15-2e99-42c6-948a-364417c1f4ce/0
 |BusinessFlowDescription=#A voice interaction is initiated (reactive or proactive) on the voice channel.
@@ Line 73: / Line 72: @@
 #*The customer speaks to the voicebot in natural language. For example the customer could say “I missed a bill payment and want to check my balance because I think I'm in arrears”
 #*The voicebot listens to the customer and converts the raw spoken utterance into text.
-#The voicebot then sends the customer's response to the configured NLU engine (for example, Dialog Engine). 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.
+#The voicebot then sends the customer's response to the configured NLU engine. 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.
 #Identification and Verification (ID&V)
 #*Automated business process (such as Payment Collection microapp).
@@ Line 168: / Line 167: @@
 *Handoff to voice agent is on the same channel.
 *NLU Engine has been "trained" with intents.
 *NLU capabilities for other non-English languages can be supported through third-party NLU engines such as Google DialogFlow. Integration to third-party NLU/AI engines is a customization task. Dialogs that do not require NLU can support any language by using Personas.
 *Callback dialog flow is provided by the Intelligent Automation Smart Transfer microapp.
@@ Line 179: / Line 177: @@
 *#German
-* The IVR transcript will not pass in Genesys Engage on-premises.
+*The IVR transcript will not pass in Genesys Engage on-premises.
-* The voicebot is deployed in a Hybrid model, that is, Genesys Engage infrastructure on premise with Google speech, dialog engine, and other NLU providers on the Cloud.
+*The voicebot is deployed in a Hybrid model, that is, Genesys Engage infrastructure on premise with Google speech, and other NLU providers on the Cloud.
 <br />

@@ Line 10: / Line 10: @@
 |UCBenefit=Present a customer experience that is tailored to the individual based on who they are, why they might be interacting, and the status of the contact center.
 }}{{SMART Benefits
-|UCBenefitID=Improved Net Promoter Score
+|UCBenefitID=Improved Customer Experience
 |UCBenefit=Reduce time to serve, which in turn improves Net Promoter Score (NPS).  Improve self-service containment rates, handle time, and overall customer experience by enabling routing to the right self-service application by correctly identifying intent.
 }}{{SMART Benefits
@@ Line 21: / Line 21: @@
 Blending bots technology with voice, self-service and digital applications enables companies to optimize service without incurring costs associated with live customer interactions. Designing customer experiences with voicebots delivers the following:
-*Ability to manage the customer entire journey, automated wherever possible, human touch when needed, for example, chatbots, voicebots, and Predictive Engagement
+*Ability to manage the customer entire journey, automated wherever possible, human touch when needed, for example, chatbots, voicebots, and Altocloud
 *Create personalized bot experiences by sharing context across voice and digital channels and with agents
 *Voicebots in general provide significant higher benefits than a traditional IVR due to more advanced technology and the introduction of Conversational AI which promote a more natural interaction providing a high-quality customer experience
@@ Line 162: / Line 162: @@
 <ul><li>See what’s important to callers</li><li>Monitor the impact of changes</li><li>Compare customer experience</li><li>Data Extracts (CSV format)</li><li>Call Details</li><li>Business Tasks</li><li>GUI Actions</li><li>Inbound SMS</li></ul>
-|DocVersion=1.1.3
+|RequiresAll=CE01
 |GeneralAssumptions=*Use Case supports voice channel. {{#mintydocs_link:topic=CE31}} supports digital channels.
 *This Use Case is supported by industry templates that contain examples of voicebot applications combining personalization, natural language understanding, AI, and microapps. Voicebot application requirements including required microapps are confirmed during design. These application templates are created for Financial Services, Telco, and Travel.
@@ Line 176: / Line 177: @@
 *#French
 *#Spanish (Mexican)
-*#German<br />
+*#German
 |CustomerAssumptions=*Voicebot configuration and settings will be quoted as part of a Professional Services engagement to capture requirements and business logic.
-|RequiresAll=CE01
+|DocVersion=1.1.3
 }}

@@ Line 16: / Line 16: @@
 |UCBenefit=Reuse of existing assets and the option to use less expensive speech alternatives
 }}
 |UCOverview=Successful companies strive to provide good experiences for their customers, but doing so becomes challenging and expensive given the multitude of communications channels (voice and digital) that must be offered to interact with customers. It is increasingly expensive to serve customers with live agents and companies need to optimize efficiencies in cases when requests can be fully or partially automated and serve customers faster and more economically.  Customer Service costs are sustainable for self-service channels like in-app, web self-service, and virtual assistant but they begin to increase with web chat and exponentially skyrocket with voice. The challenge to customer service leaders is to provide outstanding experiences for customers by utilizing automation and artificial intelligence blended with human interaction where required.
@@ Line 39: / Line 38: @@
 *Offer and schedule a callback - if outside of business hours or long wait time then the voicebot offers an immediate or scheduled callback from the voice channel (requires GMS)
 *Offer a voicebot survey depending on business context
 |PainPoints=*Agents wasting time, capturing routine information
@@ Line 57: / Line 55: @@
 *Better user experience based on customer data
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Business Units, Head of Customer Service
 |MaturityLevel=Differentiated
 |BusinessImageFlow={{SMART BusinessImageFlow
 |BusinessFlow=
@@ Line 144: / Line 136: @@
 *Based on context from UCS, Genesys User Data, or third-party web service
 |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 - please see the Use Case Interdependencies section for related use cases.
 |CustomerInterfaceRequirements=N/A
@@ Line 172: / Line 163: @@
 <ul><li>See what’s important to callers</li><li>Monitor the impact of changes</li><li>Compare customer experience</li><li>Data Extracts (CSV format)</li><li>Call Details</li><li>Business Tasks</li><li>GUI Actions</li><li>Inbound SMS</li></ul>
 |DocVersion=1.1.3
-|GeneralAssumptions=*Use Case supports voice channel. [[https://repository.docs.genesys.com/UseCases/Draft/GenesysEngage-onpremises/CE31|Genesys Chatbots with Blended AI (CE31)]] supports digital channels.
+|GeneralAssumptions=*Use Case supports voice channel. {{#mintydocs_link:topic=CE31}} supports digital channels.
 *This Use Case is supported by industry templates that contain examples of voicebot applications combining personalization, natural language understanding, AI, and microapps. Voicebot application requirements including required microapps are confirmed during design. These application templates are created for Financial Services, Telco, and Travel.
 *Handoff to voice agent is on the same channel.
@@ Line 186: / Line 177: @@
 *#Spanish (Mexican)
 *#German<br />
-|CustomerAssumptions=
+|CustomerAssumptions=*Voicebot configuration and settings will be quoted as part of a Professional Services engagement to capture requirements and business logic.
 |RequiresAll=CE01
 |Optional=BO06, CE28
@@ Line 194: / Line 185: @@
 |Premise_Assumption=The voicebot is deployed in a Hybrid model, that is, Genesys Engage infrastructure on premise with Google speech, dialog engine, and other NLU providers on the Cloud.
 }}
 }}