Genesys Cloud – February 8, 2023

Contact center

Automatic knowledge surfacing with Genesys Agent Assist

Agents can now use automatic knowledge surfacing in the Genesys Agent Assist panel on the CX and CX digital agent workspaces. Automatic knowledge surfacing offers agents knowledge articles in real time based on a customer’s responses. Agents can browse the suggested articles and then click to copy them into the interaction. For more information, see Surface knowledge automatically with the Genesys Agent Assist and About Genesys Agent Assist. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital, or Genesys Cloud CX 3 Digital.

Cards and carousels in the CX digital agent workspace

Agents can now view cards and carousels in the CX digital agent workspace. Cards provide a more sophisticated description of products and services by introducing images, titles, body texts, and optional referrals to external websites. Carousels present a curated set of card options that customers can scroll through and select. Cards and carousels enable customers to understand available options and make selections, which enhance the customer’s automated experience and resolve problems. For more information, see Work with cards in bot conversations and Work with carousels in bot conversations. This feature requires one of the following subscriptions: Genesys Cloud CX 2 Digital or Genesys Cloud CX 3 Digital.

Images and email addresses as hyperlinks in knowledge base articles

Knowledge authors can now add images and email addresses as hyperlinks within articles. The image hyperlink feature enhances the customer experience by engaging them with visual content such as products and offers. The email address hyperlink feature enables customers to quickly reach appropriate members of the organization. For more information, see Add question and answer articles to a knowledge base V2 and Format a knowledge base V2 question and answer article. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience.

Jump to reusable tasks in Genesys Dialog Engine Bot Flows

Bot authors can now use the Jump to Reusable Task action in Architect to route bot flows to previously configured tasks. This feature improves the process of building large flows and creating the ability to return to a main menu. For more information, see Add a Jump to Reusable Task action to a task and Jump to Reusable Task action. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Encrypt and decrypt data in Architect flows

Administrators and contact center managers can add their AWS KMS symmetric key in Genesys Cloud and then use the Encrypt Data action and Decrypt Data action in Architect flows, excluding bot flows, to encrypt and decrypt data. This feature adds an additional layer of security to customer data. For more information, see Use an AWS KMS symmetric key for conversations, Write formatted JSON with the Architect JSON literal editor, Encrypt Data action, and Decrypt Data action. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, and Genesys Cloud CX 3.

Mine topics from messaging transcripts

Administrators can now mine topics from messaging transcripts, in addition to call and chat transcripts. This feature enables analysts to use the mined data to create new topics or improve existing topics and minimizes the need to rely on business process knowledge and manual messaging review. For more information, see Add a new topic miner and About the topic miner. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Intent miner German language support

Intent miner is now available for German (de-DE). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.