Integrating Genesys Cloud Chat with Now Assist for Reply Recommendations

[priyamshaky]

Hi Community,

I’m currently working on a project where our users initiate chats via Teams, which are then routed to agents using Genesys Cloud. We are looking to leverage Now Assist (Generative AI) within ServiceNow to provide our agents with Chat Reply Recommendations.

Current Setup:

• Source: Microsoft Teams

• Routing/Agent Interface: Genesys Cloud (integrated with ServiceNow)

• Goal: Enable the "Chat Reply Recommendations" skill from Now Assist so agents see AI-generated suggestions during live interactions.

The Challenge: Since the chat originates in Teams and is handled via a Genesys integration, I am looking for guidance on how to ensure the conversation context is properly ingested by the ServiceNow Now Assist engine in real-time.

Questions for the experts:

1. Context Ingestion: Does Now Assist require the chat to reside in the sys_cs_conversation or interaction table to generate recommendations? If the agent is primarily in the Genesys interface (embedded in Workspace), how do we "feed" the live transcript to Now Assist?

2. Plugin/Role Requirements: Beyond the Now Assist for ITSM/CSM plugins, are there specific integration spokes or AWA (Advanced Work Assignment) configurations required when using an external provider like Genesys?

3. UI Integration: Has anyone successfully surfaced the Now Assist panel suggestions while the agent is active on a Genesys-routed interaction record?

If anyone has implemented this or has technical whitepapers, integration guides, or documentation specifically regarding Now Assist for third-party chat providers, I would greatly appreciate it!

[Tanushree Maiti]

Hi Priya,

To the best of my knowledge, there is currently no article, stored app, or plugin available where Now Assist (Generative AI) has been implemented for the Agent of Genesys.

Stored App: Unified Experience from Genesys  - you can check which brings a bit AI flavor.

Key features

Increase workforce productivity, boost customer loyalty and reduce total cost of ownership by combining the power of an industry-recognized leader in CCaaS with ServiceNow CSM: 

Centralize interaction and work orchestration:

Bring together front-office interactions with back-office tasks into the Genesys Cloud AI orchestration engine. Customer service teams receive precisely the work types and amount they can handle.

Unified agent workspace 

Empower your agents to own their work and careers with an extensible, purpose-built desktop. Access native interaction controls, customer information, AI assistance, scheduling, performance and training all in one workspace. 

Workforce performance and planning 

Accelerate performance using interaction data to spot patterns and training needs. Improve utilization rates and lower staff requirements with unified forecasting and scheduling of all work

Common data layer 

Aggregate real-time operations data from ServiceNow and engagement data from Genesys Cloud into a common data source, fueling AI enterprise-wide. 

Work automation sync 

Admins can configure ServiceNow cases to sync with Genesys Cloud work items, ensuring all departments have visibility into and ability to influence important customer-related tasks. 

Flexible voice services 

Integrate voice into ServiceNow CSM with Genesys Cloud Voice services. Purchase, activation and setup of telephony service is easy and efficient — or bring your own cloud carrier.