Genesys Cloud FedRAMP Region – AI Studio flow miner to generate guide drafts from conversation transcripts

In a future release, Genesys Cloud will enable AI Studio guide authors to generate draft guides from completed customer-agent conversation transcripts using the flow miner in AI Studio.

Authors can select a queue and date range, then choose a reason for call from matching conversations. The flow miner analyzes those interactions and generates a structured draft guide based on how agents resolve the issue. Each guide opens as an editable draft in the guide builder, where authors can review, refine, test, and publish using the standard workflow.

This capability provides a strong starting point grounded in real interactions, reducing the effort required to structure resolution steps and helping ensure that guides reflect actual contact center practices.

What’s changing

• Generate draft guides from transcripts
  Guide authors can create draft guides based on how agents resolve specific customer issues identified in conversation transcripts.
• Use reason for call to group conversations
  The flow miner groups conversations by reason for call to produce more consistent and relevant outputs.
• Edit and review drafts before publishing
  Generated Guides open as editable drafts in the guide builder. The flow miner does not publish guides automatically.
• Process transcripts with enforced masking
  Only completed transcripts within the customer’s Genesys Cloud org are analyzed. PII masking is always applied and cannot be disabled.
• Create Guides within AI Studio workflows
  Transcript-based guide creation is available through a Create from transcripts workflow in AI Studio.