Description

Introduction

This training focuses on how to design, build, and deploy intelligent bots and automation workflows within Genesys Cloud CX. Participants will learn to leverage AI, Natural Language Understanding (NLU), and Machine Learning (ML) to create conversational experiences that streamline customer interactions, improve response times, and enhance service quality. The course emphasizes architecting automation flows, integrating with external systems, and optimizing performance through analytics and continuous learning.

Prerequisites

• Basic understanding of Genesys Cloud CX architecture and features

• Familiarity with contact center operations and workflows

• Foundational knowledge of AI concepts, APIs, and cloud services

• Experience with JSON, REST APIs, or scripting (Python/JavaScript) is helpful

Table of Contents

1. Overview of AI and Automation in Genesys Cloud CX

• 1.1 Understanding AI-powered customer engagement

• 1.2 Automation capabilities in Genesys Cloud CX

• 1.3 Key AI components: Dialog Engine, Predictive Engagement, and Agent Assist

2. Building Bots with Genesys Dialog Engine

• 2.1 Introduction to Genesys Dialog Engine Bot Flows

• 2.2 Designing intents, slots, and utterances

• 2.3 Managing dialog flows and transitions

• 2.4 Testing and publishing AI bots

3. Automation Workflows and Architect Integration

• 3.1 Introduction to Genesys Cloud Architect

• 3.2 Designing voice and digital flow automation

• 3.3 Integrating bots into IVR and chat interactions

• 3.4 Dynamic data actions and API integrations

4. AI Integrations and Extensions

• 4.1 Integrating third-party NLP engines (Google Dialogflow, Amazon Lex, etc.)

• 4.2 Using webhooks for real-time event handling

• 4.3 Connecting automation flows to CRMs and back-end systems

5. Predictive Routing and Agent Assist

• 5.1 Introduction to Predictive Routing

• 5.2 AI-assisted agent support with knowledge and suggestions

• 5.3 Enhancing customer experience with personalized routing

6. Monitoring and Optimizing AI Bots

• 6.1 Using Genesys Analytics for bot performance tracking

• 6.2 Collecting insights and improving accuracy

• 6.3 Continuous learning and tuning AI models

7. Security, Compliance, and Governance

• 7.1 Data privacy and encryption in AI workflows

• 7.2 Secure integrations and API authentication

• 7.3 GDPR and compliance considerations in automation

AI-powered automation within Genesys Cloud CX transforms how organizations deliver customer service by combining intelligence, personalization, and efficiency.
By mastering bots, predictive routing, and workflow automation, participants can design scalable, intelligent experiences that reduce costs and enhance customer satisfaction.