Genesys Bot Integration Glossary

Key terms and concepts for deploying AI bots on Genesys Cloud digital channels. Whether you're evaluating Genesys bot integration options or planning a deployment, these resources will help you understand the landscape.

Genesys Digital Bot Connector v2

The next-generation API for connecting third-party AI bots to Genesys Cloud digital channels. Learn how it works, what channels it supports, and why it matters for modern bot deployments.

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Bot Connector vs Digital Bot Connector

Understand the differences between the original Bot Connector (v1) and the newer Digital Bot Connector (v2) — including architecture, timeout limits, and channel support.

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LLMs in Contact Centers

How large language models are transforming contact center automation. Learn the differences from traditional intent-based bots and the technical challenges of deploying LLMs on Genesys.

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Frequently Asked Questions

What is the Genesys Digital Bot Connector?
Digital Bot Connector v2 is the next-generation API from Genesys Cloud for connecting third-party AI bots to digital messaging channels like web chat, WhatsApp, SMS, and Facebook Messenger.
What is the difference between Bot Connector v1 and v2?
Bot Connector v1 uses synchronous webhooks with short timeouts suitable for intent-based bots. Digital Bot Connector v2 uses an asynchronous architecture with configurable timeouts, making it suitable for LLM-powered bots that need more processing time.
What are LLM-powered bots in contact centers?
LLM-powered bots use large language models like GPT-4, Claude, or Gemini for natural language understanding. They handle open-ended conversations more flexibly than traditional intent-based bots, but require longer response times and a translation layer to work with Genesys.

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