Use Automation Co-Pilot as embedded widget in Genesys

Invoke Automation Co-Pilot as an interaction widget inside Genesys Cloud.

Automation Co-Pilot

Business users can directly access authorized automation from within their favorite business applications, without having to open a new interface or learn a new app. Automation Co-Pilot delivers automation through an integrated widget. To make the widget accessible, create and configure the widget in your preferred application. Then populate the widget by assigning pre-built automation to teams or roles in Automation Co-Pilot. Assigned users can access Automation Co-Pilot to complete daily tasks. The following example shows Automation Co-Pilot using an embedded widget:
Automation Co-Pilotwidget example

Create an Integration widget with Genesys

Procedure

  1. Log in to Genesys Cloud as an administrator, or a user with integration permissions.
  2. Click the Admin tab on the top navigation bar and navigate to the Integrations menu:
    Genesys Cloud Admin
  3. At the top right of the page, navigate to the +Integrations button and click it to open the Integrations AppFoundry list.
  4. From the Integrations AppFoundry list, locate the Interaction Widget and then click Install on the card:

    Interaction widget

  5. Enter a name for the new integration (for example, Docs Automation Co-Pilot). Additionally, you can add notes to describe the integration's usage for other administrators:
    Interaction widget name
  6. Click the Configuration tab and enter the following attributes:
    Integration Configuration tab and attribute values
    1. Application URL: Enter your Control Room URL followed by the Control Room version based on its release: If your Control Room is Automation 360 v.31 release or earlier, enter /aari/#/embedded; if your Control Room is Automation 360 v.32 release or later, enter /copilot.
    2. Iframe Sandbox Options: Enter allow-scripts,allow-same-origin,allow-forms,allow-modals,allow-popups
    3. Group Filtering: Select the user groups to restrict access to the widget.
    4. Queue Filtering: Select the queues to restrict access to the widget.
    5. Communication Type Filtering: Select the communication channels to restrict access to the widget.
  7. Click the Advanced tab and specify the image that will be used to identify your new widget on the toolbar.
    For this example, enter: 
    {
  "icon":{
    "vector": "https://www.automationanywhere.com/sites/default/files/images/AAI/automation-anywhere-logo-a-only.png"
  }
}
    Advanced tab to enter image information
  8. Save your changes.
  9. From the Integrations list page, click the Active toggle to activate your new widget.
  10. To test your new widget, log in to Genesys as a user belonging to one or more of the groups or queues you selected when you defined the widget.
  11. Start a new interaction (such as a chat or call) and locate your new widget on the toolbar.
    Interaction icon example
  12. Click the widget button to open a log in page to the Control Room. Once authenticated, for this example, agents will have access to all automations to which they have been grated access through Control Room permissions and roles.
    Control Room interaction
Complete the Setup process for Automation Co-Pilot and populate the widget
  1. Complete the setup process flow Automation Co-Pilot using embedded widget overview
  2. Assign automation Assign automations to teams
  3. Automation assigned should include the following.
Example: Using Automation Co-Pilot as embedded widget in Genesys
Tip: Usable sample code

You can download the following sample code to test this example in your own environment. GitHub: Embedded Use Case 1

In this example, a contact center agent receives a call about an order with an incorrect charge. The agent can use the embedded widget to correct the pricing error without leaving Genesys. The agent, operating in Genesys, responds using the embedded widget by launching automated processes and bots, and handles the order correction without leaving Genesys. Deployed automation touch Salesforce and Zoho Sales Order Management to correct the error in respective systems. Assigned automation are detailed in the following image.


Embedded widget inside Genesys

This example describes steps the agent takes to correct a pricing error while in Genesys by using the Embedded Automation widget.

  1. Deploy the Salesforce Account Lookup and enter the phone number to pull up the account record. The following shows the agent pulling up account:

    Image demonstrates agent pulling up account.
  2. Copy the SFDC Order Number to enter in the next step.
  3. Launch the Order Items Price Correction process from within the widget and enter the order number you have retrieved. A Bot retrieves order details from Zoho and renders the Display Order Details in a form, including products and prices paid:

    Image demonstrates bot retrieving info.
  4. Correct the price on the item in question, and you can optionally, select to apply the 3% discount for courtesy.

    Image demonstrates agent making correction.
  5. Click Submit. The bot calculates the amount to be reimbursed.
  6. The bot creates a billing update for refund in Zoho.
  7. A reference number is generated, and the system indicates it will take 5-7 business days for refund to appear on card.

Next steps

After the case is resolved, you can upload case notes from all cases handled through the day into a compliance application for audit.
Demonstrates audit details.
Enter the file location for the automation to sends notes to the appropriate contacts.