Author Topic: Chat conversation intervention  (Read 265 times)

Offline Rutger

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Chat conversation intervention
« on: August 09, 2018, 04:59:08 PM »
PureEngage - Currently, in Composer our Webchat (green widget) flow is handled. After we have sent some messages to the customer via the "External service" block the interaction is going to the "Route Interaction" block, which is connected to a queue (Route to Agent, and followed by an Exit block). On this point, I don't have control anymore over the chat.
I really want to track what messages are send by the customer and the by agent, for example to translate the customer messages in to a language of the connected agent.

There are external solutions for this but integrating a Google translate for example is much easier and faster from my point of view (and less expensive).
Is there any possibility to stay in touch with the chat conversation?

Offline Kubig

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Re: Chat conversation intervention
« Reply #1 on: August 09, 2018, 07:33:31 PM »
By default, there is no such option. You have to build/develope your own system to achieve that (for example by developing your own Chat Widget or Chat mediator)
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline Rutger

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Re: Chat conversation intervention
« Reply #2 on: August 09, 2018, 09:01:56 PM »
We have rebuild the green widget to a version that fits more to our company. So about the translation option, we should build it in into the chat widget itself. Oke, that's an option too. Will look into this.
Tnx.

Offline YevgeniyP

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Re: Chat conversation intervention
« Reply #3 on: October 02, 2018, 11:30:11 AM »
Genesys Tech Marketing guys created translation demo using Chat Bot Gateway. If it is already GA you can try too.

Offline cavagnaro

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Re: Chat conversation intervention
« Reply #4 on: October 02, 2018, 09:04:59 PM »
Can you share the basic schema at least of that? WHich component talk to which and when?
Strategy screenshots?

Offline Rutger

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Re: Chat conversation intervention
« Reply #5 on: October 03, 2018, 10:47:26 PM »
We actually are currently in the Early Adopter program for chat-dialogs feature. When you install the Bot Gateway Server (which is mandatory for this project as well), you have access in Composer to the messages that are send between the parties (agent & customer)
I've asked the same question in the online documentation of Genesys, and they confirmed the same (see bottom of the following page): https://docs.genesys.com/Documentation/ES/8.5.3/Admin/ChatWorkflow

More info about the Bot gateway: https://www.genesys.com/ee-resource/cx18-presentations/DevCon_Enhance_CX_with_AI_using_the_Genesys_Bot_Gateway_FINAL.pdf
« Last Edit: October 03, 2018, 10:50:15 PM by Rutger »