Technical Overview

The integration between Genesys Cloud CX an Knovvu Vİrtual Agent provides an end-to-end experience and cover all possible use cases for both chat and call conversations.

Integration Flow

The end user either starts a chat conversation or makes a call to Genesys:

For chat conversations

1. The end user sends a message to Genesys for support.
2. Genesys Cloud CX automatically sends this message to Knovvu Virtual Agent via Sestek bot connector service.
3. The response generated by Knovvu VA is sent to Genesys, again through Sestek bot connector, to the end user.

The conversation between end user and bot continues. The user might want to connect to a live agent for additional support.

4. When Knovvu VA detects that the customer wants to connect to live agent, it sends the conversation to a Genesys agent, using Genesys Live Chat Connector service.
5. The conversation between the customer and Genesys' live agent goes thorugh Knovvu VA, acting like a bridge in between.

For calls

1. The end user calls Genesys for support.
2. Genesys' Audio Connector service handles the initial call and send it to Sestek's Audio Connector service. Sestek's Aduio Connector service works as a bridge and sends the audio streams to Data Flow(Knovvu Core).
3. SR output is generated in Data flow and the text version of the conversation is sent to Knovvu VA.
4. The response is generated in Knovvu VA and the text output is sent back to Data Flow.
5. Data Flow generates the TTS of the text response. The TTS output is being sent back to Sestek's Audio Connector service.
6. Sestek's Audio Connector sends the response TTS voice to Genesys to play to end user.

Topology