Integrating Genesys Cloud Chat with Now Assist for Reply Recommendations
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2 hours ago
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:
Context Ingestion: Does Now Assist require the chat to reside in the
sys_cs_conversationorinteractiontable 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?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?
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!
