# 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:

{% content-ref url="chatbot-to-live-agent-transfer-using-genesys/genesys-setup" %}
[genesys-setup](https://docs.ixhello.com/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys/genesys-setup)
{% endcontent-ref %}

{% content-ref url="chatbot-to-live-agent-transfer-using-genesys/ix-hello-setup" %}
[ix-hello-setup](https://docs.ixhello.com/ixhc/connections/chatbot-to-live-agent-transfer-using-genesys/ix-hello-setup)
{% endcontent-ref %}