Call Agentic Virtual Agent action

AI-generated summary

Genesys Cloud's Call Agentic Virtual Agent integrates large language models (LLM) to power AI-driven bot interactions through both guide-based and hybrid workflows. The system requires Virtual Agent enablement and specific permissions in AI Studio and Architect for implementation. Configuration includes customizable action naming, guide version management, and Voice Processing Prompt settings with audio feedback options. Three execution paths (Success, Failure, and Timeout) are available, with timeout settings limited to 30 seconds for optimal performance. The platform features comprehensive Architect integration, AI Guides creation tools, and Virtual Agent configuration options, allowing users to write, publish, and connect guides to Virtual Agent flows. Performance monitoring is available through dedicated dashboards, while the system supports slot authoring, conversation summaries, and wrap-up code retrieval from bot interactions. Technical requirements encompass Virtual Agent activation, proper permissions, published guides, and predefined variables, with access through the AI Studio category in Architect Toolbox.

PrerequisitesClick to expand

Use the Call Agentic Virtual Agent action in a bot flow or digital bot flow that is enabled with Virtual Agent to invoke the AI agent. You can solely use the agent or mix and match the agent with conventional flow-based elements as necessary to implement a hybrid workflow.

Notes:

The AI Studio category and the Call Agentic Virtual Agent action are available only when you enable Virtual Agent.
When you add a Call Agentic Virtual Agent action to a flow in Architect, the flow type changes to Agentic Virtual Agent and it is indicated by the following badge at the top-right corner:

Add a Call Agentic Virtual Agent action to a bot flow or digital bot flowClick to expand

To access the Call Agentic Virtual Agent action, follow these steps:

From the Architect home page, click or hover over the Flows menu and select a bot flow or digital bot flow.
Create a new flow or select an existing one. The flow's configuration page opens. Note: The flow must have Virtual Agent enabled.
From the Toolbox, expand the AI Studio category and drag a Call Agentic Virtual Agent action to the desired location in the flow.
In the Name box, type a meaningful name for the action. This name becomes the name of the Call Agentic Virtual Agent action in the flow.
From the Agentic Virtual Agent list, choose a published agent.
Continue building your flow based on your business needs.

Configure the Call Agentic Virtual Agent actionClick to expand

Field	Description
Name	Type a distinctive name for the Call Agentic Virtual Agent action. The label you enter here becomes the action's name displayed in the flow structure.
Agentic Virtual Agent	Select the name of the agent that the flow must invoke. Click Open Agentic Virtual Agent in New Tab to open the agent in AI Studio. Notes: Only published agents are available for selection.
Version	The flow always executes the latest published version of the agent.

Field

Description

Name

Type a distinctive name for the Call Agentic Virtual Agent action. The label you enter here becomes the action's name displayed in the flow structure.

Agentic Virtual Agent

Select the name of the agent that the flow must invoke.

Click Open Agentic Virtual Agent in New Tab to open the agent in AI Studio.

Notes:

Only published agents are available for selection.

Version

The flow always executes the latest published version of the agent.

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Call Agentic Virtual Agent action