Use Automation Co-Pilot as embedded widget in Genesys
- 版本:
- 已更新: 2023/07/15
Use Automation Co-Pilot as embedded widget in Genesys
Invoke Automation Co-Pilot as an interaction widget inside Genesys Cloud. The agent uses the widget to correct a pricing error without leaving Genesys.
Automation Co-Pilot
Setup
- Complete the setup process flow Automation Co-Pilot using embedded widget overview
- Assign automation Assign automations to teams
- Automation assigned should include the following.
- Attended bot (that can be deployed on the local device) Attended and unattended automation
- Automation Co-Pilot Process invocation (with two human step forms) Deploy processes
- Unattended bot (triggered via Automation Co-Pilot process with no human inputs) Create a process automation in Process Composer
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, 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.
This example describes steps the agent takes to correct a pricing error while in Genesys, by using the Embedded Automation widget.
Procedure
Next steps
Enter the file location, for the automation to sends notes to the appropriate contacts.