Intelligent Agent is designed in a manner to support integration with a range of products and services. In many cases this is provided by using one of the generic communications methods in Intelligent Agent to link with the desired item, but in some cases we have produced a deeper and tailored integration to a particular product or service. The table below lists some of the products and services that we integrate with, as well as providing a brief description of the integration.
Intelligent Agent can be remotely triggered from a secure, public cloud-based RESTful API. This can then be used to trigger a pop (including ability to pass initial data) for a specified agent.
CoPilot is an AI-powered agent assistant, designed to provide real-time enrichment of audio interactions such as generating transcripts, detecting key details of a call, detecting when specific intents have been completed, and allowing the use of AI prompts against the content of the audio interaction.
A Intelligent Agent Workflow can be launched within Cirrus, appearing in a "widget". Data can be passed into the Workflow from Cirrus, and Intelligent Agent includes the ability to execute certain commands against Cirrus from within the Workflow.
This allows arbitrary External Links and Link Columns to be specified for Workflows and Fields, to allow anything triggering a pop to pass arbitrary data into the Workflow.
Intelligent Agent can monitor the Genesys Cloud interaction stream for the current user, and trigger a pop when an interaction is received. Data can also be linked from Genesys Cloud directly, including outcomes and queue or campaign names. Additionally, the Genesys Cloud SDK is usable from within the Workflow.
This allows External Links and Link Columns to be specified for Workflows and Fields from a MySQL table, to allow anything triggering a pop to pass arbitrary data into the Workflow from a referenced row in that table.
PureConnect can be integrated into the Intelligent Agent Desktop, with agents able to login and attach to CIC campaigns via the Communication Toolbar on the Desktop. Data can be passed between the Workflow and CIC, and Intelligent Agent includes the ability to execute certain commands against CIC from within the Workflow.
A Intelligent Agent Workflow can be launched within PureEngage WDE/IWD, appearing within the workspace tray. Data can be passed between the Workflow and workspace, and Intelligent Agent includes the ability to execute certain commands against PureEngage from within the Workflow.
This allows External Links and Link Columns to be specified for Workflows and Fields from a Microsoft SQL Server table, to allow anything triggering a pop to pass arbitrary data into the Workflow from a referenced row in that table.
