Archive - Making Chatbots

Connecting Genesys Cloud to Claude for call-centre insights

Your contact centre contains a wealth of knowledge about your customers, so wouldn’t it be fascinating to ask questions of that data using AI?

Jul 22

June 2025

Slack Alerts for Genesys Cloud Flow Changes

A little while ago I wrote a tool to notify people over Slack when a Genesys Cloud flow was updated.

Jun 10

April 2025

Lessons building on Genesys Cloud's live voice transcription

What I learned from building a live voice transcription feature on Genesys Cloud’s Notifications API.

Apr 3

October 2024

Automated tests using Genesys Cloud's WebRTC softphone

Manually testing a UI that relies on Genesys Cloud's Softphone and Notifications API can be a time-consuming and fragile process.

Oct 22, 2024

December 2023

Let’s test a Genesys chatbot with AI

Let’s create an automated test for our Genesys chatbot that leverages the latest in Generative AI!

Dec 4, 2023

April 2023

Creating a realtime reporting tool for Genesys flows

At OVO our Architect flows serve customers over 100k times a day, so making sure they work as expected is imperative.

Apr 19, 2023

February 2023

Automating development of Genesys chatbots

When developing chatbots at OVO we aim to reduce the feedback loop as much as possible, as a short feedback loop means we can adapt to customer feedback…

Feb 3, 2023

March 2022

Automate testing Genesys’ Web Messenger

Manually testing chatbots can be a slow and error-prone process, especially when testing all potential customer journeys.

Mar 15, 2022

Genesys: Troubleshooting Web Service Data Actions

When creating Web Service Data Actions (and their dependent flows) in Genesys I spent a lot of time debugging problems around these Data Actions - the…

Mar 4, 2022

March 2021

Automating how IVR call flows are tested

We are all familiar with the automated systems that answer our calls then ask a list of predefined questions to try and resolve simple queries.

Mar 3, 2021

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