Work with Genesys Digital Bot Flows
AI-generated summary
Genesys Cloud provides a natural language understanding engine to build bot flows with drag-and-drop actions like Ask, Digital Menu, and Show Knowledge Article. Bot flows enable automated customer service over voice, chat, and messaging channels. Genesys Cloud also offers actions to dynamically reference objects at IVR runtime to enable customized call routing and processing based on IDs or names. Additional actions provide flow control, apply utilization labels, initialize variables, make decisions, evaluate schedules, loop through tasks, and more. For workflow automation, Genesys Cloud enables creating reusable tasks, nesting task execution, and transferring interactions to ACD systems. Overall, Genesys Cloud provides robust capabilities for building automated bots, customizing IVR flows, and orchestrating workflows.
Administrators and contact center managers can create bot flows in Architect through a natural language understanding (NLU) engine that can understand and process information the customer provides as input. Drag and drop actions to build your bot along with NLU.
Note: This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see PCI DSS compliance.
To help familiarize yourself with bot flows in Architect, review the following pages:
| Page | Description |
|---|---|
| About Genesys Digital Bot Flows | Find articles that describe and demonstrate how to use Architect to build a digital bot and then use it in a message flow. |
| About Architect | Discover Architect features and learn how to use Architect to build flows. |
| About bots | Learn how to create bot integrations for use in Architect interaction flows. |
Learn how to create a digital bot flow. | |
| Natural Language Understanding menu | Quickly access, analyze, and configure intents, slots, slot types, and knowledge for your bot and enhance the customer journey. |
| Insights and Optimizations menu | Efficiently measure performance and identify enhancement opportunities within a unified workspace. |
| Set up user input for a bot flow | The User Input menu lets you set up bot behavior when the bot cannot confirm a caller’s match or input. |
| Manage data resources in the flow | In addition to editing variables and viewing usage, you can add and filter variables for flows. |
| Expression help feature | Learn how to access the built-in expression resource to assist when creating bot flow task expressions. |
| Work with expressions | Use expressions to create sophisticated and complex flow calculations by selecting variables and operators. |
| Architect built-in variables | See the list of Architect read-only, built-in variables for bot flows. |
| Manage a variable | Edit a variable’s values. |
This table describes the available Architect actions that you can implement into your bot flows. After you build the bot flow, use the Call Digital Bot Flow action to call it from voice, chat, and message flows.
| Icon | Category | Action | Description |
|---|---|---|---|
| AI Studio | Use this action in a digital bot flow that is enabled with Virtual Agent to execute a guide. | ||
| Ask | Select follow-up intents that guide the user through a conversation. | ||
| Use this action to authenticate the bot participant during a messaging conversation. | |||
| Use this action to request payment from a customer who is purchasing goods and services through a digital messaging channel. | |||
| Identify slots that a caller or chat recipient mentions in an utterance. | |||
| Offer guidance and other options to your customer. | |||
| Allow the bot to wait for customer input. | |||
| Form | Use this action to send forms configured previously by an administrator in canned responses. | ||
| Communicate | Interact with a customer through one-way communication. | ||
| Use this action to send rich media from a supported application to your messaging contacts. | |||
| Select a knowledge article from the knowledge base that you configure in Natural Language Understanding > Knowledge for this flow. | |||
| Data | Send Knowledge Feedback | Capture customer feedback after the bot presents an article from a Show Knowledge Article action. | |
| Call Data | Retrieve information about a customer from default or custom data actions integration in Genesys Cloud. | ||
| Call Secure Data Action | In secure bot flow tasks, use this action to call sensitive values from a data action database. | ||
| Data Table Lookup | Retrieve data stored in a Genesys Cloud data table. | ||
| Extract Secure Data | In secure bot flows, use this action to copy secure data to a non-secure variable of the same type. | ||
| Get Response | Select a predefined from the Canned Responses library and add it to an inbound email, message, or bot flow. | ||
| Update Data | Assign values to flow or task level variables. | ||
| Disconnect | Disconnect | End the bot flow interaction. | |
| Exit bot flow | An alternative way to end the bot flow. | ||
| External Contacts | Get External Contact | Retrieve information about an existing external contact. | |
| Get External Organization | Use the Get External Organization action to find a specific organization, or with the Get External Contact action to find a specific person. | ||
| Promote External Contact action | Promote an ephemeral or identified contact to a curated (external) contact. | ||
| Find | Find Language Skill | Source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue. | |
| Find Emergency Group | Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies. | ||
| Find Group | Find a Genesys Cloud group based on its name during an interaction. | ||
| Find Queue | Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. | ||
| Find Queue by ID | Reference a queue dynamically and find that queue based on an ID at IVR runtime. | ||
| Find Schedule | Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules. | ||
| Find Schedule Group | Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups. | ||
| Find Skill | Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue. | ||
| Find System Prompt | Look up Architect system prompts by name and determine which prompts to play dynamically at runtime. | ||
| Find User | Search for a Genesys Cloud user based on an email address at IVR runtime. | ||
| Find User by ID | Reference a user dynamically and find that user based on a string name at IVR runtime. | ||
| Find User Prompt | Look up Architect user prompts by name and determine which prompts to play dynamically at runtime. | ||
| Find Users by ID | Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime. | ||
| Find Utilization Label | Dynamically find a utilization label based on its name at IVR runtime. | ||
| Flow | Add Flow Milestone | Add a flow milestone to generate more granular reporting for flow outcomes. Access to flow milestones helps build reporting around the customer journey. | |
| Clear Slot | Select the slot to clear. | ||
| Clear Utilization Label | Remove a utilization label from an interaction. | ||
| Initialize Flow Outcome | Select a flow outcome that Architect begins to track in the flow. | ||
| Set Flow Outcome | Define a potential outcome that the system tracks as success or failure when an interaction reaches a certain point in the flow. | ||
| Set Language | Allows callers to select the preferred language in which to hear prompts or display prompt text | ||
| Set Utilization Label | Dynamically apply a utilization label to an interaction. | ||
| Logical | Decision | Direct the process branch, depending on whether a condition is true. | |
| Evaluate Schedule | Use this action with the Evaluate Schedule Group action to make routing decisions based on previously defined schedules and schedule groups. | ||
| Evaluate Schedule Group | Use this action with the Evaluate Schedule action to make routing decisions based on previously defined schedules and schedule groups. | ||
| Switch | This action is similar to a Decision action, and is easy to set when to evaluate multiple cases. Configure a switch action to specify what Architect does, when to do it, and under which circumstances. | ||
| Loop | Loop | Direct your process repeat a series of actions before it goes on to the next action in your design. | |
| Loop Until | Make your process repeat a series of actions and include exit criteria for the action after it meets specific criteria. | ||
| Next Loop | Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration. | ||
| Exit Loop | Use this action inside a Loop action. Use it to end and exit the current loop, and to continue flow execution by moving to the following action. | ||
| Task | Task | Use this action to build complex flow options; for example, to group related steps of a process together and create a flow routine. | |
| Jump to Reusable Task | Insert a complete task previously configured in the Reusable Tasks area. | ||
| Call Task | Call another task. When the called task completes, the configured output path determines how flow execution continues. | ||
| Transfer | Transfer to ACD | Transfer a caller into a queuing system. | |
| Transfer to User | Transfer an interaction directly to a Genesys Cloud user. |
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