Genesys Cloud Platform

Customer-Agent Interaction• Live Voice Conversation

Speech & Text Analytics• Conversation Summaries• Insights & Sentiment• Topics & Metadata

Customer Copilot AI System

Data Ingestion & Normalization

Analysis & Workflow Selection

Context Builder(Conversation Context + History)

LLM Orchestrator(Prompts &amp; Tools)

Voice Interaction Layer• Speech Recognition (ASR)• Text-to-Speech (TTS)• Dialog State Management

Customer (Voice Channel)

Follow Up Action Integrations• Survey and survey• Schedule Callback with Human Agent

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