Hello everyone! We are launching our new Genesys Dialog Engine Bot Flows next week and the business stakeholders are incredibly excited about the projected deflection rates. To build momentum, I am looking for a method to export the real time bot conversation transcripts and intent confidence scores. I want to build an amazing visualization dashboard for our change management team to show the organization exactly how well the AI is handling customer requests. Is there a specific API endpoint that provides the intent detection history for reporting?
Greetings Eli. During our recent evaluation of the Genesys Cloud Conversational AI capabilities, we thoroughly reviewed the analytics and reporting endpoints. To extract the specific intent confidence scores and utterance histories you described, you must query the Bot Reporting API.
Specifically, you should utilize the /api/v2/analytics/bots/aggregate endpoint for high level metrics. However, for the detailed conversational transcripts, you will need to leverage the Recording API to retrieve the interaction details, as the conversational logs are stored alongside the interaction records.
Hey Eli. Yeah, what the previous poster said is mostly right. If you want the actual text of what the customer typed or said to the bot, you need to pull the digital transcripts.
We do this for our Teams integration analytics. You can use /api/v2/conversations/messages/{conversationId}/details to grab the messages.
But honestly, if you just want to show off the bot’s success rate, look at the Bot Flow Performance views right inside the Genesys UI. It is much easier than building a custom dashboard from the APIs.
Hello Eli. As an AppFoundry partner who builds custom reporting integrations, I spend a significant amount of time working with these specific data sets. While the aggregate endpoints are useful, if you want to build a truly comprehensive visualization, my strong advice is to configure an AWS EventBridge integration using the Event Notifications framework.
You can subscribe to the v2.analytics.flow.intent.recognized topic. This will stream the exact intent, the confidence score, and the flow execution details in near real time to your external system.
This method is far superior to polling the REST APIs because you do not have to worry about rate limits, and you get immediate data delivery for your dashboard.