Chatbot to Live Agent Transfer Using Genesys

Overview

This feature enables a seamless transition from an AI-powered chatbot to a live human agent in the integrated CCaaS, like Genesys within the same chat interface. It ensures that users receive real-time assistance when the chatbot cannot fully resolve their queries.

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Current Functionality

• The chatbot talks with users through a chat system. It uses GenAI or NLP tools like Amazon Lex for its replies. Until now, all chats have been handled by the bot without human help.

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Why Live Agent Transfer?

• In the real world, chatbots are often unable to solve every problem. Complex questions, personal help, or sensitive issues may need a human touch. This feature offers an easy way for users to switch from chatbots to live agents without leaving the chat. It provides a smooth experience, balancing automation with the care and knowledge of additional human support.

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Solution

• Genesys CCaaS enables live chat support. When users want to chat with an agent, the same chat window connects with Genesys Cloud in real time, so users can talk to a live agent without leaving the chat.

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There are two steps in completing Chatbot to Live Agent Transfer Using Genesys to iX Hello. Please follow the two documents:

Genesys SetupiX Hello Setup