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Documentation Index

Fetch the complete documentation index at: https://docs.cxconnect.ai/llms.txt

Use this file to discover all available pages before exploring further.

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Genesys Quickstart

Documentation for helping clients understand the cxconnect.ai App for Genesys. Introduction Architecture Application Workflow Translation Process Language dropdown References and External Links

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Introduction

The cxconnect.ai App for Genesys is an innovative tool designed to seamlessly integrate with the Genesys Agent UI. It offers real-time translation capabilities, ensuring that agents can communicate effectively with customers regardless of language barriers.

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Architecture

Architecture
  • The application is embedded within the Genesys Agent UI within a provided iframe.
  • The application is hosted in our cxconnect.ai cloud environment, where it has access to our Translation API.
  • Our application is built with Vue and served by a Go web server.
  • Communication with Genesys is facilitated using the Genesys Platform javascript SDK. The following Genesys APIs are utilized:
    • Conversations API
    • Notifications API
    • Response Management API
    • Users API
  • Authorization is handled through an implicit grant process

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Application Workflow

  • Once a user has answered a conversation, our application is discoverable via the cxconnect.ai logo
  • The conversation is then translated into the agent’s language, English in this case, and displayed within the application.
  • The agent must use the cxconnect.ai message box to send outgoing messages if they need translation. A message is typed and sent using the Enter key or the Arrow button.

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Translation Process

  • A payload is provided fulfilling the Translation API /translate endpoint.
  • An incoming message from the customer is picked up via webhook in the customer’s language. If the language is not English, it is detected and translated and placed into the cxconnect.ai app for display.
  • An outgoing message, typed into the cxconnect.ai app text box, will take the last detected language and translate it. The message is then sent to the customer in their local language.

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Language dropdown

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Language options

The menu shows all languages your organization supports for translation.

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What the app selects for you

When a customer sends a text message, the app translates it and tries to detect the customer’s language. That detection can update which language is selected in the menu.

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When it changes automatically

  • First customer message: The menu usually updates right away to the detected language.
  • Later in the chat: If the customer appears to switch languages, the menu does not flip on the first message. It waits until three customer messages in a row look like the same new language, then it updates. That reduces errors if detection is wrong on one or two messages.
  • You change it yourself: If you pick a language from the menu, that choice applies immediately.

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”Language changed” in the thread

You may see a note in the message history when the detected language changes between messages. That can show up before the dropdown changes, because the dropdown uses the stricter three-message rule.

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If detection fails

If translation fails for a message, that message does not count toward changing the language in the menu.

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References and External Links