Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GMG on August 15, 2018, 04:44:06 PM

Title: Chatbots
Post by: GMG on August 15, 2018, 04:44:06 PM

Hi All,

Anyone here worked on chatbots, I like to test chatbots, if it is possible to test on Genesys Demo Image ?

Regards,
GMG

Title: Re: Chatbots
Post by: cavagnaro on August 15, 2018, 04:54:40 PM

The demo image has a quite simple echoer only, no documentation available yet.

Title: Re: Chatbots
Post by: GMG on August 20, 2018, 11:58:11 AM

Thanks Cavagnaro.

Let me check that, I would need it for basic demo only, biggest problem is none has done and almost no documentation.

Regards,
Gaurav

Title: Re: Chatbots
Post by: cavagnaro on August 20, 2018, 07:43:10 PM

Agree, it is quite normal for new Genesys launchs...will have to wait

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Title: Re: Chatbots
Post by: zwerg82 on August 23, 2018, 07:19:50 AM

I've recently participated in a Genesys Demo for a potential customer where they actually used "Kate".
At least in the Demo it was kind of impressive.

Title: Re: Chatbots
Post by: Rutger on August 30, 2018, 02:04:49 PM

We had the "Kate" demo as well and it looks very promising. This week the chat-dialogue-project (not "AI" yet) started and we have planned to go live in appr. 8 weeks from now. The project is done in an Early Adopter program with Genesys.

Title: Re: Chatbots
Post by: cavagnaro on August 30, 2018, 02:45:59 PM

Impressive how?
What it did that differentiate from others?


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Title: Re: Chatbots
Post by: Kubig on August 30, 2018, 02:46:59 PM

Off topic question : Which benefits do you see by using chatbot(s) (taking into account the effort for learning something useful)? I still do not see any benefit there.

Title: Re: Chatbots
Post by: cavagnaro on August 30, 2018, 03:27:35 PM

Well I have seen it as something usefull to answer basic questions, not AI itself, but more like what Visual IVR used to be.
Then you transfer to agents.


AI itself would be later, for talk interactions. For a chat is quite a over powered tool. Doing shopping carts, solving quick issues can be done by a chat bot, even internal ones to help users with documentation and that backend stuff, is quite nice.

Title: Re: Chatbots
Post by: NickCave on August 30, 2018, 10:02:41 PM

You can see the chatbot Watson (IBM) on this page:

https://watson-assistant-demo.ng.bluemix.net/

Title: Re: Chatbots
Post by: Kubig on August 31, 2018, 07:34:36 AM

Yeah, I tried and saw few chatbot demos and of course it looks great in respect to demonstrated function(s). On other hand, the effort required for learning something at least little useful is abnormal. Just wondering if someone has deployed any chatbot in real production traffic.

Title: Re: Chatbots
Post by: cavagnaro on August 31, 2018, 12:13:39 PM

I haven't but a customer just did, a sales one, and it is quite nice.
I don't have access to info about how effective or how many sales are done via that channel but it is working


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Title: Re: Chatbots
Post by: pdavid on September 25, 2018, 07:52:53 PM

We are currently looking to deploy chat bots, while Genesys appears to be entering the market, we've chosen to go with an experienced business in this space. We already use this firm for normal agent chats.

The benefits of this is basically a 24/7 automated assistant that can answer questions some from being basic, to complex involving data dips to pickup caller information and scrubbing to identify possible reasons why they may be engaging (really depends on the AI ability). Meaning we can service at all times, and even during regular business hours. There is a huge cost savings along with this, but it will take time to realize the savings.

Title: Re: Chatbots
Post by: jerry_jeremiah on January 15, 2019, 03:29:53 AM

If you want to see something impressive, look at https://www.soulmachines.com/news/2018/11/7/uh040vkd0h9wqy07ynxhlkklhkbkqv
It's not just a chat bot - its an entire virtual agent.