Shelf Answer Assist for Voice in Genesys Cloud: Configuration Guide

Document Version History 

Version number
Modified by
Modifications made
Date modified
Status
1.0
Shelf
Initial release of the document.
30 June 2023
Expired
1.1
Shelf
Changes and updates to the document to bring it to compliance to Shelf’s documentation standards.
9 August 2023
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Purpose 

This document describes steps needed for using the Shelf Answer Assist Voice integration with Genesys Cloud.


In order to use the Answer Assist feature, contact Shelf Support to have your account properly configured. 


If you require further assistance, feel free to contact us at support@shelf.io or from the in-app chat support within the Shelf platform.


Introduction 

Shelf Answer Assist Voice is an advanced AI-powered voice technology designed to provide quick and accurate answers to users' questions. Whether it's to find information, solve a problem, or gain insights, Shelf Answer Assist Voice utilizes its vast knowledge base and natural language processing capabilities to deliver high-quality responses in a conversational manner.

With its ability to understand context, uncover hidden meanings, and respond with relevant information, Shelf Answer Assist Voice streamlines the search process and reduces the time and effort spent on traditional information retrieval methods. 


Shelf Answer Assist Voice expands and enriches the capabilities of the text-based Answer Assist by transcribing in-call conversations between agents and customers and offering precise and accurate suggestions and answers on a platform integrated with the Shelf Answer Assist product.




Prerequisites 

Prior to starting to configure your Shelf Answer Assist Voice in Genesys Cloud, make sure the following preconditions are met:

  • You have a valid account in Shelf Knowledge Management System (KMS)

  • You have a valid Genesys PureCloud account

  • You or your tech admin team have configured SIP telephony and routings

  • You or your tech admin team have created relevant external trunk(s) and configured settings pertaining to that

  • You or your tech admin team have set up and configured live voice transcription flow and task; make sure that the Audio → Transcription task is added before the Transfer to ACD task.



Configuration

Configuring Shelf Answer Assist Voice for Genesys Cloud requires you to perform certain actions both in Genesys Cloud and in Shelf. Read the sections below to learn more about configurations in each of the mentioned systems.


Configurations in Genesys

Configurations needed to be performed on the Genesys side, that is in Genesys PureCloud, cover the settings for the Shelf Agent Assist Express Widget. This widget contains all components needed for the proper operation of Shelf’s features in Genesys PureCloud, including live voice transcription. Jump below to learn what exactly configurations need to be done for the Shelf Agent Assist Express Widget in Genesys.


Configure Shelf Agent Assist Express Widget

1) Once logged in to your account in Genesys PureCloud, go to Admin > Integrations > Integrations. 

Figure 1. Accessing Integrations in Genesys PureCloud

2) In the Integrationswindow that appears, select the relevant widget as shown in the figure below.

Figure 2. Selecting the Shelf Agent Assist Express Widget 

2) Open the Shelf Agent Assist Express Widget and go to the Configuration tab. It opens with the Properties section active. Fill in the fields as required.

Figure 3. Configuring properties for the Shelf Agent Assist Express widget

Make sure to use the correct Application URL for your Shelf Agent Assist Express widget. 
Example of the Application URL:
https://purecloud.shelf.io/agent-assist/?conversationId={{gcConversationId}}&environment={{pcEnvironment}}&langTag={{gcLangTag}}&shelfConfigurationId=[SHELF_AA_CONFIGURATION_ID]&conversationType=call


Replace [SHELF_AA_CONFIGURATION_ID] with your Shelf Configuration ID that can be found in the respective Answer Assist Configuration in the Answer Assist Configuratormenu in Shelf’s Admin Panel.

Figure 4. Finding and copying Answer Assist Configuration ID in Shelf

3) After copying the correct Configuration ID from Shelf and pasting the correct Application URL in the respective field, make sure to indicate the Communication Type Filtering option. In our case, it is call as we are configuring the environment for voice calls and their transcript.
4) Once done, click the Save button to finalize your configurations.



Configurations in Shelf

It needs to be noted that no additional or special configurations are needed on the Shelf side if you have configured your Answer Assist instance in accordance with the Shelf Answer Assist End-to-End Guide. 

If you have any questions or encounter any issues with this part of the Answer Assist Voice configuration, feel free to reach out to the Shelf Support team for assistance at support@shelf.io or from the in-app chat support within the Shelf platform.


Testing the Shelf Answer Assist Voice operation

After completing all the settings and configurations, you can test whether the Shelf Answer Assist Voice feature is operational in Genesys PureCloud.
To do that, follow the below steps.
1) Set your status to On Queue.

Figure 5. Going On Queue

2) Using any software of your choice - for example, the web version of Skype - call the phone number you or your tech admin team have configured in Genesys PureCloud.
3) Accept the call in Genesys. Figure 6. Accepting the call in Genesys PureCloud
4) Select the Shelf Agent Assist Express Widget  in the top toolbar.

Figure 7. Opening Shelf Agent Assist Express Widget

5)Ask questions, provide answers and observe how suggestions are offered in the widget.

Figure 8. Receiving suggestions in Shelf Agent Assist Express Widget during the voice call



Conclusion

If, after making the configurations described in the sections above and running the test scenario, you are able to receive receive suggestions in your Answer Assist running in Genesys PureCloud during voice calls with your customers, it means that you have successfully set the flow for proper operation of the Shelf Answer Assist Voice feature for Genesys. Now, you can use this feature to fulfill your business needs and provide your customers with fast and precise answers. 
If no suggestions are offered, it means that some settings have been misconfigured. In this case, re-run the configuration procedure. In the case if the repeated configuration provides no results, contact the Shelf Support team to explain the case and get the relevant assistance.