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Thanks to the GenesysCloud CX-Knovvu Biometrics integration, agents in call centers using Genesys Cloud as their call center application can verify the claimed identity of customers within seconds during live agent interactions.
It is further explained how Knovvu Biometrics works integrated with Genesys, which APIs are used for the integration and technical details.
Integration Flow
- Purchasing
Genesys-Knovvu Biometrics integration can be sold in 2 ways.- Through AppFoundry
- Through non-AppFoundry channels
- Configuration
Knovvu Biometrics receives audio packages in real time over audiohook protocol and transaction notifications are transmitted to Knovvu Biometrics agent application.
Any configurations and required settings for the integration should be made in Knovvu Biometrics interface.
More details on the required settings.
- After the required configurations are made, Knovvu Biometrics first gets the relevant users from Genesys, creates them as agents in Knovvu Biometrics and becomes ready for the sessions coming from Genesys Audiohook. Users on Genesys are periodically controlled by Knovvu Biometrics and agents are updated on Knovvu Biometrics.
- Genesys Audiohook service works in a structure that sends the streams of all agents in the account along with the conversationID, without any filtering. Since the integration structure can filter according to agent/queue information, not conversationID, Knovvu Biometrics performs the process of receiving streams of only the desired agents with a second session using Genesys APIs.
- With the groupID, organizationID and audiohook credentials entered in Knovvu Biometrics during the configurations, Knovvu Biometrics obtains the organizationID, X-API-KEY, signature and agentID using Genesys APIs. It also requests to be notified when these agents have a conversation and receive all their events. Thanks to this websocket handshake, Genesys sends all events of these agents to Knovvu Biometrics. This metadata also include conversationID information.
- Knovvu Biometrics accepts session requests for all streams coming from Genesys Audiohook without agent filtering. But at the same time, it sends a pause message before requesting audio packages to be send, making the system wait for a while. Meanwhile, it checks whether the audio packages should be received or not.
- If a conversationID in events from Genesys Cloud API matches a conversationID from Genesys Audiohook, Knovvu Biometrics understands that this stream should be received. So it sends a resume message to Genesys Audiohook for the relevant stream and requests the transmission of audio packages.
- If no event with the same conversationID comes from Genesys Cloud API after a certain period of time, it means that there is no match here. In this case, Knovvu Biometrics does not send a resume message to Genesys Audiohook and the websocket connection is disconnected. In this way, audio packages belonging to unwanted agents are not received unnecessarily.
- At this stage, Knovvu Biometrics has the audiostream from Genesys Audiohook and the metadata from Genesys Cloud API.
- Knovvu Biometrics provides transaction notifications and sends them to Knovvu Biometrics agent application. The transactions created by Knovvu Biometrics can be seen on agent application.
- Knovvu Biometrics sends a pause message and does not receive audio packages unless the agent request another transaction via agent application. If it happens, Knovvu Biometrics sends a resume message to Genesys Audiohook for the relevant stream and requests the transmission of audio packages.