Overview

AI features & products

There are three major areas in the product where AI features are highlighted: Virtual Agent, Copilot, and AI Studio. Copilot and AI Studio have some documentation strictly for the specific features; otherwise, all the documentation and AI components are used consistently across features.

Virtual Agent

Learn more about Virtual Agent here!

An AI feature threaded throughout the product, appearing within existing product spaces, including Copilot, a chatbot in a side panel on the user’s current page.

AI Studio

Learn more about AI Studio here!

AI Studio acts as the new command center for building and managing the next generation of AI-powered customer experiences. It gives organizations a centralized and secure environment to configure, control, and scale their AI capabilities across the Genesys Cloud platform.Including configurations for users to create their own AI guides.

Key principles

These core principles are grounded in user trust.

Transparency

Users need clear visibility into when AI is involved in an experience and a transparent explanation of what actions it has taken or influenced.

Control

People should remain in control, with AI serving as an extension of their abilities and a supportive teammate in accomplishing tasks.

1.How unpredictable/creative the AI’s output is(Likelihood).

2.How broad the audience is for the AI output(Magnitude).

These factors influence how prominently you should flag AI use and how much explanation or confirmation to provide.Below you can find more information about each factor.

User Centricity

All standard UX operating procedures continue to apply, ensuring that established best practices, accessibility requirements, and design principles remain the foundation of the work.

Disclosing AI to the user

Across our product, we offer AI-powered features and products; it is important to always disclose to users how and when they are interacting with AI and how those features/products work from a high-level perspective.

Guides ranging from how to name your feature/product all the way to how to explain its functionality can be found below!

Following our AI principles, it is KEY for users to identify that they are interacting with AI-powered features from the get-go. The components offer a strategy on how to do this. Also, read about naming AI features (link to writing guide) and iconography (link to iconography) to learn how to

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