Integrate PolyAI voice agents with Genesys Cloud to streamline customer interactions. This integration enables automated call handling, knowledge-based responses, and transitions to live agents when required, while maintaining data synchronization and call flow continuity.

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Overview of capabilities

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Automated call handling

PolyAI voice agents handle incoming calls, capturing customer intent and providing knowledge-based responses. The integration supports multi-turn conversations and actions, reducing the workload on live agents.

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Live-agent handoffs

When a live agent is needed, PolyAI transitions the call to a Genesys Cloud agent with contextual data, including customer details and interaction history, ensuring continuity and personalized service.

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Dynamic routing

Architect workflows enable flexible call routing to PolyAI voice agents based on predefined triggers, customer inputs, or dynamic business logic. This ensures calls are directed to the appropriate resource.

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API integrations

The integration uses Web Services Data Actions to fetch real-time data and execute business processes, such as updating CRM records or verifying account details.

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Call flow customization

Through Genesys Architect, contact centers can design and deploy custom call flows that incorporate PolyAI’s conversational AI capabilities into existing workflows.

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Prerequisites

  1. Genesys Cloud account: Ensure access to a Genesys Cloud environment with admin privileges.
  2. PolyAI project setup: Create and configure your PolyAI project to align with Genesys call flow requirements.
  3. SIP trunk: Configure a SIP trunk in Genesys Cloud to enable communication between PolyAI and Genesys.
  4. Web Services Data Actions: Set up a Genesys Web Services Data Action to handle the real-time API calls necessary for a customer service setup.
  5. Genesys Premium Wizard: PolyAI is a premium application in Genesys. Visit the Premium Wizard Overview for more information on premium applications.

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Set up the integration

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Configure SIP trunk

  1. Log in to the Genesys Admin interface.
  2. Navigate to Telephony > Trunks and create a new SIP trunk.
  3. Enter the PolyAI SIP domain and authentication details as provided during project setup.
  4. Save and validate the configuration by placing a test call.
  5. For detailed steps, see Create a SIP Trunk.

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Define call flows in Genesys Architect

  1. Open Genesys Architect and create a new inbound call flow.
  2. Configure routing logic to direct calls to PolyAI’s voice agents.
  3. Use Web Services Data Actions for real-time data retrieval during the call flow.
  4. Test the call flow to ensure it behaves as expected. For more, refer to Create Architect Flows.

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Integrate PolyAI APIs

Once you are registered and active with Genesys, visit PolyAI’s API reference for information on capabilities.

  1. Enable Web Services Data Actions in Genesys Cloud for API integrations.
  2. Use PolyAI’s API endpoints to:

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Test and deploy

  1. Run end-to-end tests: Verify that the SIP trunk, call flows, and API integrations function as expected.
  2. Monitor performance: Use Genesys Cloud analytics APIs and dashboards to track call volume, routing efficiency, and agent interactions.
  3. Optimize configurations: Adjust call flows and data actions based on test outcomes to improve performance.
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