Bot Flows Section Description Feature Area Architect / AI & Bots Navigation Admin → Architect → select flow type from the flow list Primary Function Build native AI-powered bots that automate customer conversations before routing to a live agent Flow Types Dialog Engine Bot Flow (voice + digital) · Digital Bot Flow (digital only) Genesys Cloud offers two native bot flow types built directly inside Architect. Both use Natural Language Understanding (NLU) to interpret customer input and guide conversations. The key distinction is the channel scope and PCI compliance status. Study Notes Topic Explanation Dialog Engine Bot Flow Native bot for voice, chat, and message channels. PCI DSS-compliant — can be used in secure call flows Digital Bot Flow Native bot for digital/messaging channels only (chat, messaging). Not PCI DSS-compliant — cannot be used in secure call flows Intent A customer goal or request the bot is trained to recognize (e.g., "Check Balance", "Cancel Order") Utterance A sample phrase the customer might say to express an intent — used to train the NLU model Slot A piece of information the bot needs to extract from the conversation (e.g., account number, date) Slot Type Defines the format/type of a slot: built-in (e.g., date, number), custom list, regex, dynamic list, or AI-powered Confirmation A step where the bot confirms captured slot values with the customer before proceeding Learning The bot reviews unrecognized utterances and suggests additions to improve NLU over time Intent Health Dashboard that shows how well intents are performing and highlights training gaps Optimization Dashboard Per-flow dashboard showing total interactions, average duration, average turns, and end states NLU Natural Language Understanding — the AI model that maps customer input to intents and slots Call Bot Flow action Architect action used in an Inbound Call, Chat, or Message Flow to invoke a Dialog Engine Bot Flow Call Digital Bot Flow action Architect action used in a Message Flow to invoke a Digital Bot Flow Virtual Agent Advanced AI bot powered by Genesys AI — generates intents and utterances from descriptions Intent Miner Analyzes transcripts/recordings to discover real customer intents that can be imported into a bot Knowledge Integration Bots can query a Knowledge Base to answer customer questions automatically Rich Media (Digital) Digital Bot Flows support quick replies, cards, and carousels for structured customer choices Bot Flow Type Comparison (Exam Critical) Attribute Dialog Engine Bot Flow Digital Bot Flow Channels Voice, Chat, Message Digital (Chat, Message) only PCI DSS Compliant Yes — can be used in secure call flows No — must not be used in secure call flows Used In (Architect) Inbound Call, Chat, or Message flows via Call Bot Flow action Message flows via Call Digital Bot Flow action Pricing — Voice Per minute (15-second increments) N/A Pricing — Digital Per session Per session Rich Media Quick replies, cards, carousels (on messaging) Quick replies, cards, carousels Knowledge Base Yes Yes Virtual Agent Yes Yes Intent Miner Yes Yes DTMF Input Yes (voice) N/A Permissions Permission Purpose Architect > UI > View Access Architect Architect > Flow > Add Create bot flows Architect > Flow > Edit Edit bot flows Architect > Flow > Delete Delete bot flows Language Understanding > All Required for NLU/intent management in bot flows For Virtual Agent specifically: Architect > virtualAgentFlow > Edit Navigation Task Path Open Architect Admin → Architect (opens in separate window) Create a Dialog Engine Bot Flow Architect → flow type list → select Bot Flow → Add Create a Digital Bot Flow Architect → flow type list → select Digital Bot Flow → Add View Optimization Dashboard Architect → [selected Bot or Digital Bot Flow] → Insights & Optimizations → Optimization Dashboard View Intent Health Architect → [selected flow] → NLU menu → Intent Health Key Concepts in Detail Intents An intent represents a specific customer goal. Each intent is trained with a set of utterances that the NLU model learns to recognize. Attribute Detail Definition A categorized customer goal the bot recognizes Training input Utterances (sample phrases) Best practice Provide a diverse set of utterances per intent Intent Health Tool to identify weak or conflicting intents Slots Slots are the specific data points the bot collects during a conversation. Slot Type Description Built-in Pre-built types: date, time, number, currency, etc. Custom List Fixed list of values (e.g., product names) Custom Dynamic List List fetched at runtime via a data action Custom Regex Pattern-matched input (e.g., account number format) AI-Powered Uses Genesys AI to extract free-form values — recommended over free-form text slots Timeslot For appointment scheduling (e.g., available time picker) AI-Powered slots are recommended by Genesys. Free-form slot capture should be used carefully — see Virtual Agent slot authoring recommendations. Utterances Sample phrases used to train the bot's NLU model. More diverse, realistic utterances improve recognition accuracy. Confirmations Optional step that reads back captured slot values and asks the customer to confirm before the bot proceeds. Learning Reviews utterances the bot did not recognize and suggests adding them to improve the model over time. Optimization Dashboard Metrics Metric Description Total Bot Interactions Total number of customers who interacted with the bot Average Duration Average length of time customers spent in the bot Average Turns Average number of steps a customer went through Contained Interactions fully resolved within the bot (no agent handoff) Transferred Interactions handed off to ACD Agent Escalation Customer explicitly requested a human agent Abandoned Customer disconnected before completing or transferring Recognition Failure Bot could not match customer input to a known intent Error System/expression errors during the interaction Data retention: Utterance history and the Bot Conversation Library are available for the last 10 days . Rich Media (Digital Bot Flows) Type Description Quick Replies Pre-defined response buttons the customer taps to reply — structured, fast responses Cards Bot message with image, title, body text, and action buttons Carousels Multiple cards displayed in a scrollable horizontal layout List Pickers Structured lists for guided selection (e.g., appointment time slots, Apple Messages for Business) Architect Actions (Used in Parent Flows) Action Used In Purpose Call Bot Flow Inbound Call / Chat / Message flows Invokes a Dialog Engine Bot Flow Call Digital Bot Flow Message flows Invokes a Digital Bot Flow Call Dialog Engine Bot Voice / Chat / Message flows Legacy action for Dialog Engine bots (in-flow reference) How Bot Flows Integrate with Inbound Flows Inbound Call / Message Flow ↓ Call Bot Flow action (or Call Digital Bot Flow) ↓ Bot Flow Runs (NLU processes customer input) ↓ Bot resolves intent → Collects slots → Confirms ↓ Exit Reason: Contained / Transfer to ACD / Agent Escalation ↓ Parent flow continues based on exit reason Third-Party Bot Options (For Reference) If a native Genesys bot is not used, the following third-party options are available: Integration Channel Amazon Lex V2 Voice (Inbound Call flows) Google Dialogflow CX Voice / Message flows Google Dialogflow ES Voice / Message flows Nuance Mix Bot Voice flows Genesys Bot Connector Message flows (up to 5 third-party bots) Genesys Digital Bot Connector Message flows (up to 5 third-party bots) Third-party bots are configured under Admin → Integrations . PCI DSS Compliance Note (Exam Critical) Flow Type PCI Compliant Can Use in Secure Call Flow Dialog Engine Bot Flow Yes Yes Digital Bot Flow No No — must not be used in Architect secure call flows Pricing Overview Channel Dialog Engine Bot Flow Digital Bot Flow Voice Charged per minute , billed in 15-second increments N/A Digital (chat/messaging) Charged per session Charged per session Contact your Customer Success Manager or Genesys Sales for volume discounts. Best Practices Practice Reason Use AI-Powered slot types where possible More flexible than free-form; Genesys-recommended Provide varied, realistic utterances per intent Improves NLU accuracy and reduces recognition failures Use Intent Health regularly Identifies weak intents before they impact customers Handle all exit reasons in the parent flow Ensures graceful routing regardless of bot outcome Use Dialog Engine Bot Flow for voice/PCI contexts Only compliant option for secure call flows Use Intent Miner on existing transcripts Discovers real customer intents faster than manual authoring Monitor the Optimization Dashboard Track contained vs. transferred rates to measure bot effectiveness Key Takeaways Topic Summary Two native bot types Dialog Engine Bot Flow (voice + digital, PCI-compliant) · Digital Bot Flow (digital only, not PCI-compliant) Built in Architect Both types are authored directly in Architect — no separate tool needed Core NLU concepts Intents → trained with utterances; Slots → extract data; Confirmations → verify data Parent flow connection Use Call Bot Flow or Call Digital Bot Flow action in parent Inbound flows Optimization Dashboard Tracks interactions, duration, turns, and exit states including contained vs. transferred PCI distinction Dialog Engine = PCI DSS compliant; Digital Bot = not compliant Pricing Voice: per minute (15s increments); Digital: per session AI enhancement Virtual Agent, Intent Miner, Knowledge Base, and AI-Powered Slots available in both