Content Analysis for Chat

Genesys Cloud Routing
1

Hi,

Is anyone using some kind of content analyzing and standard response from routing strategies/interaction flows, while a chat interaction waiting in the queue before delivery?

If someone can provide some details around this with or without business processes/strategies, it would be really helpful.

Thank You.

2

You can do quite a lot of different things with original chat request from the strategy:

  • screening. Lookup for some key words in request.
  • classifrication. Identification of the category request belongs too.
  • autoresponse/progress notification. You can send a message(s) to the client on behalf of the system.
    For all these functions you can find appropriate objects in IRD.

Also using PDSK you can implement Chat Autobot.

3

Hello YevgeniyP,
Thank you for your response. It really helped.

I’ve one more question: when we need to send a message back to the chat client - do we need to write a piece of code & do it through ESP server? Or, is it possible to tell Chat server directly from URS/Strategy to send a given string back to the client.

Thank You.

4

Hello,

It’s possible to send chat message directly from routing strategy. This feature is supported starting Multimedia release 7.2.

It’s necessary to make following changes in the configuration to make it working properly:

  • define ESP port on Chat Server side (section “esp-settings”, option “esp-server-port”
  • add Chat Server to Interaction Server connections

Then you can use External Service block in your strategy with following parameters to send chat message:

Application Type: Chat Server
Application Name:
Service: Chat
Method: Message

Parameters:
MessageText =
Nickname =

R.

5

René,

Awesome!

Thank you very much for the help.

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