Topology & Technical Overview

  • Updated on Apr 3, 2026
  • Published on Apr 16, 2025
  • 1 minute(s) read
  • Eda Koçarslan
  • eA
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The integration between Genesys Cloud CX and AI Agents provides an end-to-end experience and cover all possible use cases for both chat and call conversations.

Possible Integrations

There are 3 possible integration options between Genesys Cloud CX and Sestek Virtual Translator:

  • Scenario 1: The customer calls Genesys and talks with AI Agents (via Sestek Audio Connector), without a live agent. This integration is applicable for call type conversations only.
  • Scenario 2: The customer chats through a Genesys-provided channel (Whatsapp, facebook etc.) and connects to AI Agents (via Sestek Bothub). Genesys webchat component is being used in this scenario and responses are being generated by AI Agents.
  • Scenario 3: Sestek's webchat is being used as the first point of contact and it connects to AI Agents, without Genesys being involved. In case a live agent is required, AI Agents transfers the chat conversation to a Genesys agent (via Sestek Live Chat Hub).

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 AI Agents via Sestek bot connector service.
  3. The response generated by AI Agents 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.

  1. When AI Agents detects that the customer wants to connect to live agent, it sends the conversation to a Genesys agent, using Genesys Live Chat Connector service.
  2. The conversation between the customer and Genesys' live agent goes thorugh AI Agents, 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(Sestek Core).
  3. SR output is generated in Data flow and the text version of the conversation is sent to AI Agents.
  4. The response is generated in AI Agents 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

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