UseCases/Current/PureConnect/CE31 - Revision history

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

2021-11-09T21:28:53Z

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

Ed.jamer@genesys.com at 15:56, October 9, 2021

2021-10-09T15:56:21Z

Shane.landy@genesys.com at 14:25, June 3, 2021

2021-06-03T14:25:30Z

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

2021-03-09T18:16:20Z

UCC: Removed all references to Dialog Engine

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

2021-02-16T13:44:53Z

UCC: Updated benefits to align with calculators

Ed.jamer@genesys.com: Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

2020-11-17T15:02:56Z

Text replacement - "Altocloud([. ])" to "Predictive Engagement$1"

Shlandy93 at 10:36, April 20, 2020

2020-04-20T10:36:24Z

Show changes

Bgrenon: Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

2020-01-20T22:38:38Z

Text replacement - "\|SMART_HybridAssumptions={{SMART HybridAssumptions \|Hybrid_Assumption=(.*) }}" to "|DocVersion=$1"

Bgrenon: 1 revision imported

2019-04-24T12:24:22Z

1 revision imported

Shlandy93: Published

2019-04-24T12:24:22Z

Published

@@ Line 152: / Line 152: @@
 *Chat transcript is not passed to callback agent.
 *Survey dialog flow is provided by Questionnaire Builder microapp. Results available for download from Intelligent Automation Control Center or via web service.
-*Dialog Engine is not available for PureConnect. It is only available for Genesys Cloud.
+*Dialog Engine is not available for PureConnect. It is only available for Genesys Cloud CX.
 |RequiresOr=CE18, CE19, CE29
 |Optional=CE37
 |DocVersion=v 1.1.1
 }}

@@ Line 120: / Line 120: @@
 |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:
+* {{#mintydocs_link:topic=CE18}}
+* {{#mintydocs_link:topic=CE19}}
+* {{#mintydocs_link:topic=CE29}}
 |CustomerInterfaceRequirements=Genesys Widgets
 |AgentDeskRequirements=Are handled as part of channel-specific use cases:

@@ Line 3: / Line 3: @@
 |Title=Genesys Blended AI Bots
 |Offering=PureConnect
 |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 13: / Line 20: @@
 |UCBenefit=Reduce the time required to address the customer request handle off hour requests, offer immediate options and improve outcomes.
 }}
 |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, <span style="background-color: rgb(255, 255, 255);" data-mce-style="background-color: #ffffff;">mobile chat, Facebook Messenger</span>and/or SMS.
@@ Line 140: / Line 140: @@
 * Length of time for each conversation: maximum/minimum/average
 * How many unique customers/contacts and how many repeat customers/contacts
 |GeneralAssumptions=*Supported channels include web & mobile chat, Facebook Messenger, Twitter, and SMS. The LINE integration through web chat will be improved and WhatsApp will be added in H2 2019.
 *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 will be confirmed during design. These application templates will be created for Financial Services, Telco, and Travel.
@@ Line 158: / Line 156: @@
 *Survey dialog flow is provided by Questionnaire Builder microapp. Results available for download from Intelligent Automation Control Center or via web service.
 *Dialog Engine is not available for PureConnect. It is only available for Genesys Cloud.
 |DocVersion=v 1.1.1
 }}

@@ Line 13: / Line 13: @@
 |UCBenefit=Reduce the time required to address the customer request handle off hour requests, offer immediate options and improve outcomes.
 }}
 |UCOverview=The proliferation of digital channels has led to more demanding customer expectations and a drastic increase in the number of interactions that companies have to deal with when servicing their customers. Coupled with increased usage of AI for business applications, this has resulted in organizations implementing chatbots that can interact with customers to automate tasks and <span style="background-color: rgb(255, 255, 255);" data-mce-style="background-color: #ffffff;">assist their queries on channels such as web, mobile, social, SMS, and messaging apps. </span>
@@ Line 50: / Line 49: @@
 * Better user experience based on customer context
 |BuyerPersonas=Chief Digital Officer, Head of Customer Experience, Head of Contact Center(s)
 |MaturityLevel=Differentiated
 |CloudAssumptionsAdditional_Sales=Delivery of this feature in a privately hosted cloud depends on coordinating with the schedule of the customer, some features require a lead of time to be able to deploy the implementation.
 |PremiseAssumptionsAdditional_Sales=* <meta charset="utf-8">Supported channels include web & mobile chat, Facebook Messenger, and SMS. The LINE integration through web chat will be improved and WhatsApp will be added in H2 2019.
 * Transfer to agent is on same channel (unless callback is selected).
@@ Line 75: / Line 70: @@
 The following diagram shows the business flow of the use case:
 |BusinessImage=https://www.lucidchart.com/documents/edit/b290f7e9-1ca6-4a49-a080-5adf25e6f851/0
-|BusinessFlowDescription=# A chat interaction is initiated (reactive or proactive) across a supported channel.
+|BusinessFlowDescription=#A chat interaction is initiated (reactive or proactive) across a supported channel.
-# The customer receives a standard welcome message from the chatbot.
+#The customer receives a standard welcome message from the chatbot.
-# Customer information and/or context is retrieved from:
+#Customer information and/or context is retrieved from:
-#* Genesys User Data (e.g. Altocloud Segment or from the website passed by Genesys Widgets)
+#*Genesys User Data (e.g. Altocloud Segment or from the website passed by Genesys Widgets)
-#* Journey context available from Altocloud or customer journey data
+#*Journey context available from Altocloud or customer journey data
-#* API call to third-party data source
+#*API call to third-party data source
-# The customer receives a personalized message/menu or is handed over to an agent. Examples include:
+#The customer receives a personalized message/menu or is handed over to an agent. Examples include:
-#* Custom message or update: "Your next order is due to be delivered on Thursday before 12."
+#*Custom message or update: "Your next order is due to be delivered on Thursday before 12."
-#* Most likely contact reason: "Do you want to find out about the loan application you have in progress?"
+#*Most likely contact reason: "Do you want to find out about the loan application you have in progress?"
-#* Tailored menu with most likely options: "Main menu: you can choose Balance, Payments, or TopUps."
+#*Tailored menu with most likely options: "Main menu: you can choose Balance, Payments, or TopUps."
-#* Self-service task, such as loan application, is executed based on Segment provided by Altocloud or other attached user data.
+#*Self-service task, such as loan application, is executed based on Segment provided by Altocloud or other attached user data.
-#* Customer is handed over directly to an agent because they have an outstanding balance (or is able to request a callback).
+#*Customer is handed over directly to an agent because they have an outstanding balance (or is able to request a callback).
-#* If the customer is not handed over to an agent, the customer could end their chat, confirm the contact reason, or continue.
+#*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)
+#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):
+#*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 and Verification.
+#**Identification and Verification.
-#** Automated business process (such as payment collection microapp).
+#**Automated business process (such as payment collection microapp).
-#** Hand-off to live agent or request a callback (see the relevant use case for the channel).
+#**Hand-off to live agent or request a callback (see the relevant use case for the channel).
-#* If intent and entities are not returned the chatbot returns a retry message like: "Sorry, we didn’t understand your question. Please ask another question or reply AGENT for live assistance."<br />
+#*If intent and entities are not returned the chatbot returns a retry message like: "Sorry, we didn’t understand your question. Please ask another question or reply AGENT for live assistance."<br />
-# Upon completion of a task, the chatbot asks a follow-up question like: "Is there anything else I can help you with?" (BL2-BL3)
+#Upon completion of a task, the chatbot asks a follow-up question like: "Is there anything else I can help you with?" (BL2-BL3)
-#* If the customer responds “yes,” they're brought back to Step 5: "How may I help you?”
+#*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 the next step).
+#*If the customer responds “no,” the chatbot decides whether or not to offer them a survey (see the next step).
-#* 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)
+#Customer information and/or context is retrieved to determine whether to offer a survey. (BL5)
-#* Logic defined in Intelligent Automation
+#*Logic defined in Intelligent Automation
-#* If a survey is to be offered, the chatbot continues to the next step.
+#*If a survey is to be offered, the chatbot continues to the next step.
-#* If no survey is to be offered, the chatbot continues to step 11 and shows a goodbye message.
+#*If no survey is to be offered, the chatbot continues to step 11 and shows a goodbye message.
-# The chatbot asks the customer: "Would you like to participate in our survey?"
+#The chatbot asks the customer: "Would you like to participate in our survey?"
-#* If the customer answers "yes," then they continue to the next step and engage in a survey.
+#*If the customer answers "yes," then they continue to the next step and engage in a survey.
-#* If the customer answers "no," then they continue to the final step and are shown a goodbye message.
+#*If the customer answers "no," then they continue to the final step and are shown a goodbye message.
-# The chatbot offers the customer a survey. The survey questions are configurable by the customer on a business-as-usual basis and therefore no dialog flow is defined here. This dialog uses the Intelligent Automation Questionnaire Builder microapp.
+#The chatbot offers the customer a survey. The survey questions are configurable by the customer on a business-as-usual basis and therefore no dialog flow is defined here. This dialog uses the Intelligent Automation Questionnaire Builder microapp.
-#* The chatbot presents a concluding message and ends the chat.<br />
+#*The chatbot presents a concluding message and ends the chat.<br />
 }}
 |BusinessLogic='''BL1: Agent Hand-off:''' The customer can ask to be connected to an available agent. At that point the chatbot is disconnected and the chat transcript (excluding sensitive data) is displayed in the agent desktop. Other context can also be displayed as Case Data.
@@ Line 118: / Line 113: @@
 '''BL5: Survey:''' The customer can determine whether to address a survey or not.  This can be based on:
 * Genesys User Data
-* Journey context from Altocloud or customer journey data
+*Genesys User Data
-* API call to third-party data source
+*Journey context from Altocloud or customer journey data
-* Internal logic
+*API call to third-party data source
-|DistributionImageFlow=
+*Internal logic
 |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:
@@ Line 128: / Line 123: @@
-* [https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE18 Genesys Chat Routing (CE18) for PureConnect]
+*[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE18 Genesys Chat Routing (CE18) for PureConnect]
-* [https://repository.docs.genesys.com/Draft:UseCases/Current/PureConnect/CE19 Genesys Social Media Routing (CE19) for PureConnect]
+*[https://repository.docs.genesys.com/Draft:UseCases/Current/PureConnect/CE19 Genesys Social Media Routing (CE19) for PureConnect]
-* [https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE29 Genesys SMS Routing (CE29) for PureConnect]
+*[https://repository.docs.genesys.com/UseCases/Draft/PureConnect/CE29 Genesys SMS Routing (CE29) for PureConnect]
 |CustomerInterfaceRequirements=Genesys Widgets
 |AgentDeskRequirements=Are handled as part of channel-specific use cases:
@@ Line 145: / Line 140: @@
 * Length of time for each conversation: maximum/minimum/average
 * How many unique customers/contacts and how many repeat customers/contacts
-|DocVersion=v 1.1.1
+|RequiresOr=CE18, CE19, CE29
 |GeneralAssumptions=*Supported channels include web & mobile chat, Facebook Messenger, Twitter, and SMS. The LINE integration through web chat will be improved and WhatsApp will be added in H2 2019.
 *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 will be confirmed during design. These application templates will be created for Financial Services, Telco, and Travel.
 *Hand-off to agent is on the same channel (unless click-to-call or callback).
 *Supported third-party NLU/bot platforms are Microsoft bot framework, IBM Watson, Amazon Lex and Google DialogFlow.
 *Our schema-based approach to supporting the big four bot providers can also be used for other bots via customization.
@@ Line 163: / Line 157: @@
 *Chat transcript is not passed to callback agent.
 *Survey dialog flow is provided by Questionnaire Builder microapp. Results available for download from Intelligent Automation Control Center or via web service.
-|CustomerAssumptions=
+*Dialog Engine is not available for PureConnect. It is only available for Genesys Cloud.
-|RequiresOr=CE18, CE19, CE29
+|DocVersion=v 1.1.1
 }}

@@ 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 the time required to address the customer request handle off hour requests, offer immediate options and improve outcomes.
 }}
@@ Line 78: / Line 78: @@
 # The customer receives a standard welcome message from the chatbot.
 # Customer information and/or context is retrieved from:
-#* Genesys User Data (e.g. Predictive Engagement Segment or from the website passed by Genesys Widgets)
+#* Genesys User Data (e.g. Altocloud Segment or from the website passed by Genesys Widgets)
-#* Journey context available from Predictive Engagement or customer journey data
+#* Journey context available from Altocloud or customer journey data
 #* API call to third-party data source
 # The customer receives a personalized message/menu or is handed over to an agent. Examples include:
@@ Line 85: / Line 85: @@
 #* Most likely contact reason: "Do you want to find out about the loan application you have in progress?"
 #* Tailored menu with most likely options: "Main menu: you can choose Balance, Payments, or TopUps."
-#* Self-service task, such as loan application, is executed based on Segment provided by Predictive Engagement or other attached user data.
+#* Self-service task, such as loan application, is executed based on Segment provided by Altocloud or other attached user data.
 #* Customer is handed over directly to an agent because they have an outstanding balance (or is able to request a callback).
 #* If the customer is not handed over to an agent, the customer could end their chat, confirm the contact reason, or continue.
@@ Line 119: / Line 119: @@
 '''BL5: Survey:''' The customer can determine whether to address a survey or not.  This can be based on:
 * Genesys User Data
-* Journey context from Predictive Engagement or customer journey data
+* Journey context from Altocloud or customer journey data
 * API call to third-party data source
 * Internal logic
@@ Line 145: / Line 145: @@
 * Length of time for each conversation: maximum/minimum/average
 * How many unique customers/contacts and how many repeat customers/contacts
-|GeneralAssumptions=* Supported channels include web & mobile chat, Facebook Messenger, Twitter, and SMS. The LINE integration through web chat will be improved and WhatsApp will be added in H2 2019.
+|DocVersion=v 1.1.1
-* 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 will be confirmed during design. These application templates will be created for Financial Services, Telco, and Travel.
+|GeneralAssumptions=*Supported channels include web & mobile chat, Facebook Messenger, Twitter, and SMS. The LINE integration through web chat will be improved and WhatsApp will be added in H2 2019.
-* Hand-off to agent is on the same channel (unless click-to-call or callback).
+*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 will be confirmed during design. These application templates will be created for Financial Services, Telco, and Travel.
-* Dialog Engine has been "trained" with intents.
+*Hand-off to agent is on the same channel (unless click-to-call or callback).
-* Dialog Engine provides English and German language support for NLU capabilities.
+*Dialog Engine has been "trained" with intents.
-* Supported third-party NLU/bot platforms are Microsoft bot framework, IBM Watson, Amazon Lex and Google DialogFlow.
+*Dialog Engine provides English only language support for NLU capabilities.
-* Our schema-based approach to supporting the big four bot providers can also be used for other bots via customization.
+*Supported third-party NLU/bot platforms are Microsoft bot framework, IBM Watson, Amazon Lex and Google DialogFlow.
-* Rich Media (for example buttons & carousels) requires PS customization.
+*Our schema-based approach to supporting the big four bot providers can also be used for other bots via customization.
-* Integration to Knowledge Center is a customization task; an example integration code snippet can be provided.
+*Rich Media (for example buttons & carousels) requires PS customization.
-* Secure payment options vary by channel (for example, Apple Pay on Apple Business Chat is secure; SMS is not).
+*Secure payment options vary by channel (for example, Apple Pay on Apple Business Chat is secure; SMS is not).
-* The Genesys Intelligent Automation Control Center to configure Chatbots is currently localized to support the following languages:
+*The Genesys Intelligent Automation Control Center to configure Chatbots is currently localized to support the following languages:
-** English (United Kingdom)
+**English (United Kingdom)
-** French
+**French
-** Spanish (Mexican)
+**Spanish (Mexican)
-** German
+**German
-* Callback requires customization from professional services for Intelligent Automation to make callback requests to PureConnect.
+*Callback requires customization from professional services for Intelligent Automation to make callback requests to PureConnect.
-* Chat transcript is not passed to callback agent.
+*Chat transcript is not passed to callback agent.
-* Survey dialog flow is provided by Questionnaire Builder microapp. Results available for download from Intelligent Automation Control Center or via web service.
+*Survey dialog flow is provided by Questionnaire Builder microapp. Results available for download from Intelligent Automation Control Center or via web service.
 |CustomerAssumptions=
 |RequiresOr=CE18, CE19, CE29
 |Optional=CE37
 |SMART_PremiseAssumptions=
 |PremiseAssumptionsAdditional=
 |SMART_CloudAssumptions=
 |CloudAssumptionsAdditional=
 |Requires=
 |Conditions=
 }}

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