Maximizing Genesys Cloud Experience with Cognigy.AI: Essential Integration Guides

2 min read
Nhu Ho
Authors name: Nhu Ho July 31, 2023
Genesys Cloud CX Integration

Conversational AI is turning the tide for traditional Interactive Voice Response (IVR) systems and how brands interact with customers on voice channels.

CAI can upgrade legacy IVRs with advanced language understanding capabilities for intelligent routing and enable transformative voice self-service to accelerate resolution and elevate the overall customer experience. But the magic doesn’t stop there. Agents too stand to gain from AI assistance during live calls with real-time suggestions, live transcription, automated wrap-ups, and much more.

If you're leveraging Genesys Cloud CX to deliver on the customer service front, we've put together two integration guides that can help you connect Cognigy.AI to your contact center resources and enhance your voice capabilities with AI. These step-by-step guides are designed to make the process easy for you.

  • 👉 Genesys Cloud CX Voice Integration Guide dives into the basic configuration of setting up your voice connection. As such you can deploy voice agents that can not only handle calls and customer queries but also seamlessly transfer to human agents as necessary.
  • 👉  Agent Assist for Voice: Genesys Cloud Integration Guide elaborates on setting up Agent Assist - a feature designed to support agents during live calls. It highlights the technical steps to activate and leverage this feature for maximum efficiency and accuracy.

Stay tuned as we continue to share more technical resources and guides. For more how-tos and tutorials, visit our Help Center.

Happy integrating!