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Xperience19Genesys Bots OverviewUsing Virtual Assistants to AutomateInteractionsJonathan McKenzie – Senior Product ManagerUpdated June 9, 2019

Genesys BotsOverview and Architecture

Predictively Automate InteractionsGenesys ChatbotsUse chatbots toautomate customerconversations andseamlessly handoverto a chat agent whenneeded.Genesys PredictiveChatbotsUse machinelearning poweredjourney analytics tomonitor websiteactivity in real time,predict visitoroutcomes, and usechatbots toproactively engagewith customers.Genesys VoicebotsUse voicebots toautomate customerconversations andseamlessly handoverto an agent ifneeded.

Genesys Service Automation and OrchestrationBlended AI Choose whether a bot or a human is the right agent for thejob, and seamlessly escalate between them with full context.Omnichannel Single integration point with bots across all channels – voiceand digital.Bot Orchestration Straight forward to integrate all the bots you need throughnative or custom integrations.Open AI Future proof investment. Plug and play bots from Genesysand other providers as your needs change.Genesys confidential and proprietary information.Unauthorized disclosure is prohibited.4

Genesys Service Automation and OrchestrationFulfilment All backend fulfilment in one place supports Open AI and reducesdeployment costs.DecoupledArchitecture Plug and play Speech to Text, Text to Speech, NLU to achieveoptimal solution.FlexibleDeployment On premise, hybrid and cloud architecture options. If desired,keep your backend integrations on premise and your bots in thecloud.Common ReportingGenesys confidential and proprietary information.Unauthorized disclosure is prohibited. Unified view across virtual and human agents.5

Components of a BotNLUCustomerInputBotOutputSpeechRecognitionText toSpeechRequired for voice channelASR/transcription services providethe input for a bot.Example: Google Speech to Text.Text to Speech services provide theoutput for a bot.Examples: Nuance, Google Text toSpeechGenesys confidential and proprietary information.Unauthorized disclosure is prohibited.DialogManagement andOrchestrationImplements business logic to drive nextaction. Self service processmanagement. Which bot should servethe interaction? Is there a knowledgearticle available? Are all the slots filledto execute a task?Example: Genesys IntelligentAutomation and Genesys DesignerTranslate an utterance spoken or typedby a human into a format a machine canunderstand – classify intent anddetermine entities to fill slots.Examples: Geneys Dialog Engine,Google DialogflowKnowledgeIf a customer’s intent corresponds to aknowledge based question such as anFAQ or article, retrieve it from aknowledge management system.Example: Genesys Knowledge CenterBackendIntegrationRetrieve context about customer andcustomer journeys. Execute backendtasks, for example: Check balance,check order status, order item.AgentEscalationSeamless escalation to agent desktopswith full context.6

GenesysBot Components Dialog Orchestration (mandatory) Designer for PureEngage Cloud Intelligent Automation for PureEngagePremise and PureConnect NLU/AI Engine (at least one required)NLU/AIDesignerIntelligentAutomationNative DialogflowIntegration Knowledge Management and QuestionAnswering (Optional) Genesys Knowledge Center Text to Speech and Speech to Text(Required for voice) Google Speech to Text and Text to Speech Nuance Speech to Text and Text to Speech Altocloud (required for PredictiveChatbots)Native Dialog EngineIntegrationNative Lex IntegrationCustom ThirdParty NLU/AIIntegration-2019Genesys confidential and proprietary information.Unauthorized disclosure is prohibited.7

Genesys DesignerMulti-channelDesign Tool4Self-service &Assisted ServiceMulti-channel Design Tool: Voice, Chat, Email, Social TasksBusinessControl12Business Control: Emergency, Holiday Open hours Business RulesIntegrated Analytics:Row Level EventsGCXI Historical Reports3IntegratedAnalyticsSelf-Service & AssistedService: IVR and Bots Skill, Skill Expression, LastAgent Predictive Matching

Genesys Intelligent Automation Design once, deploy on any channel80 pre-built or custom MicroAppsIntuitive User Interface for quick changesNative integration to Genesys DialogEngine, Google DialogflowMulti-lingual dialogue managementBuilt-in customer journey reporting andsingle integration layerNative integration to other GenesysproductsHybrid deployment to protect sensitivedata

ArchitectureGenesys confidential and proprietary information.Unauthorized disclosure is prohibited.10

PureEngage Architecture OptionsGenesys confidential and proprietary information.Unauthorized disclosure is prohibited.11

Genesys Bot Dependencies – PureEngage PremiseBot ChannelApplicationMinimum VersionAllGenesys Intelligent Automation9.0.104.00VoiceGenesys Media Control Platform9.0.022.27VoiceUniMRCP (if required for TTS)unimrcpgss-1.6.1-1.el7.x86 64Only if required for non Google/Nuanceintegrations.ChatGenesys Widgets9.0.009.04Version assumption: Rich Messaging required onchatChatGenesys Mobile Services8.5.201.04Version assumption: Rich Messaging required onchatMessagingGenesys Digital Messaging Server9.0.002.06For messaging channels. Check required messagingchannels in documentationChat/MessagingGenesys Chat Server8.5.109.06Chat/MessagingGenesys Chat Server8.5.203.09Chat/MessagingGenesys Bot Gateway Server9.0.004.08Chat/MessagingGenesys Digital Messaging Server9.0.001.10For BGS driverChat/MessagingGenesys eServices Manager8.5.303 If Rich Messaging SRLs in UCS requiredChat/MessagingGenesys UCS8.5.200.19If Rich Messaging SRLS in UCS requiredGenesys confidential and proprietary information.Unauthorized disclosure is prohibited.NotesIf GCXI Bot Reporting required12

Genesys Bots on PureEngage Premise – Big PicturePureEngage Digital PlatformHubApple sInteraction orkspaceGenesys DialogEngineGenesys CloudAutomated AgentsWeChatChat PluginHuman AgentsGenesysKnowledgeCenterGMSCommonAPIsChat ServerBot GatewayGoogleDialogFlowAmazon LexMicro Apps and PluginsWidgets FrameworkRouting andOrchestrationIntelligentAutomationPureEngage RoutingPSTNSIP ServerPureEngageVoice PlatformResourceManagerOther 3rd PartyAI/NLPThird Party AI/NLPCloudsMedia ControlPlatformGoogle SpeechAPI (STT/TTS)Google Cloud

Genesys Voicebots on PureEngage PremiseGenesysKnowledgeCenterGenesys DialogEngineHuman AgentsSelf ServiceGenesys CloudWDE v8 or WWEIntelligentAutomation v9Routing andOrchestrationv8.5GoogleDialogflowAmazon LexPureEngage RoutingOther 3rd PartyAI/NLPThird Party AI/NLPCloudsPSTNSIP Server v8.1.xResourceManager v9Media ControlPlatform v9PureEngage Voice PlatformGoogle SpeechAPI (STT/TTS)Google Cloud

Genesys Chatbots on PureEngage PremisePureEngage Digital PlatformHub v9Apple insInteraction ginWDE v8 or WWEGMSv8.5CommonAPIsChat Server v8.5Bot Gatewayv9.1.xGenesys CloudGoogleDialogFlowAmazon LexMicro Apps and PluginsWidgets Framework v9Genesys DialogEngineAutomated AgentsWeChatChat PluginHuman AgentsGenesysKnowledgeCenterIntelligentAutomation v9Routing andOrchestrationv8.5PureEngage RoutingOther 3rd PartyAI/NLPThird Party AI/NLPClouds

Genesys Predictive Chatbots on PureEngage PremiseGenesysKnowledgeCenterApple BusinessChatFacebookMessengerSMS/MMSHuman AgentsPureEngage Digital PlatformHub v9DMSv9MediaPluginsInteraction Serverv8.5WDE .5CommonAPIsBot Gatewayv9.1.xChat Server v8.5IntelligentAutomation v9Widgets Framework v9Routing leDialogFlowAmazon LexMicro Apps and PluginsAltocloud JSGenesys CloudAutomated AgentsWeChatChat PluginGenesys DialogEngineOther 3rd PartyAI/NLPNote: Hybrid defined as Altocloud and Dialog Engine inCloud with Intelligent Automation version 9, Chat (prereqs here), Widgets version 9 and Bot Gateway version9.1.x on Premise. Altocloud includes connector to WDEand Pacing Service installed on premise; all otherAltocloud components in the Cloud; Chatbot is a premiseperpetual or premise subscription sellable itemGenesys CloudTo Workspace v9 (Altocloudplugin)Third Party AI/NLPClouds

PureConnect Architecture OptionsGenesys confidential and proprietary information.Unauthorized disclosure is prohibited.17

Genesys Voicebots on PureConnect PremisePureConnect PlatformGenesysKnowledgeCenterRequires PureConnect 2018r5 orlaterAgentSIP PhoneGenesys DialogEngineInteractionDesktopGenesys CloudCustomerPhoneCIC v4IntelligentAutomation v9GoogleDialogflowAmazon LexPSTNOther 3rd PartyAI/NLPVXML ServerSIPTrunkThird Party AI/NLPCloudsGateway / SBCASR ClientMedia ServerText to SpeechEngineUniMRCPGoogleSpeech (STT/TTS)Google Cloud

Genesys Chatbots on PureConnect PremiseAgentBot MessagingServicePureConnect Premise PlatformRequires PureConnect 2018r5 esys DialogEngineGenesys CloudWidgets v9CustomerBrowser/ClientAutomated AgentsCIC v4IntelligentAutomation v9GoogleDialogflowAmazon LexOther 3rd PartyAI/NLPThird Party AI/NLPClouds

Genesys Predictive Chatbots on PureConnect PremiseBot MessagingServicePureConnect Premise PlatformAgentRequires PureConnect 2018r5 esys DialogEngineGenesys CloudAltocloudAltocloudAutomated AgentsGenesys CloudWidgets v9CustomerBrowser/ClientCIC v4IntelligentAutomation v9GoogleDialogflowAmazon LexOther 3rd PartyAI/NLPThird Party AI/NLPClouds

Xperience19Agent AssistUsing AI to Guide AgentsMichelle Rubinov, Product ManagementUpdated June 6, 2019

Agent AssistConcepts and Use Cases

AI Assistance There is a growing and evolving AI assistantecosystemo Gartner says 25% of customer service operations willuse Virtual Customer Assistants (VCAs) by 2020 - upfrom 2% in 2017 Lots of focus helping Customers - but how about theagent?o According to Gartner, the use of VAs in the workplace isgrowing fast – by 2021, it predicts that 25% of digitalworkers will use a virtual employee assistant (VEA) on adaily basis - up from less than 2% in 2019.oGartner predicts 70% of organizations will integrate AIto assist employees' productivity by 2021. E.g. VEAs orNLP-based conversational agents/robots

What is Agent Assist? Use AI to empower agents in their job and improve common KPIsoo Helping to make agents more productive/efficient/knowledgeable byproviding real-time suggestions based on conversational context.Improve KPIs : FCR, AHT, number of transfers, and both agent andcustomer experience/satisfaction.Self-service Bot hands the interaction to a live agent enabled withAgent AssistooDesktop component that provides continuous, real-time transcription of acustomer call – and advice!Dynamically updates suggested responses based on the ongoingconversation. Google Contact Center AIooAgentAssistPart of the Google partnership – provides PureEngage customers with theability to utilize Google Agent Assist within PureEngage desktops (WWE &WDE), by streaming live audio or chat text to Google CCAIProvides relevant, real-time suggestions to assist the agent.24

Agent Assist - Use Case Overview(1) Inbound callGenesys SelfService(2) Dialog with Dialogflow Virtual AgentDialogflow API(3) Send(4) Agent EscalationGenesysAssisted Serviceselfservice tstream(5) Unidirectional, stereo audioranscript(6) Content suggestion requests1.2.3.4.5.6.CCAI APIAgent DesktopCCAI AgentSuggestion APIGenesysGoogle CloudCustomer makes inbound call serviced by a Genesys contact centre platform.A self service voice interaction with a Dialogflow bot is initiated (details out of scope).A session is initiated with CCAI and Genesys Self Service module sends transcript of botconversation to CCAI.Interaction may be escalated to a human agentGenesys platform must set up a real time, unidirectional, stereo (customer agent) audio streamto Google CCAI. It must be active for the life of the assisted service call segment.Events containing content suggestions based on analysis of real time conversation will be pushedto the agent desktop from CCAI using platform specific integrations with the CCAI API.

Early Prototype – Agent AssistGenesys confidential and proprietary information. Unauthorized disclosure is prohibited.