Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: WS on July 21, 2009, 11:52:27 AM

Title: Integrating knowledge management into a existing chat solution
Post by: WS on July 21, 2009, 11:52:27 AM

We have a chat solution built using java PSDK . Now we are trying to integrate knowledge management component into this solution . The basic idea is whenever a chat interaction reaches a agent , based on details provided by customer ,we could query a set of responses and pop out any  relevant info to agent when the chat interaction is received or something of this sort . Going through multimedia docs on knowledge management from genesys site but it seems most of stuff are there for email and not chat. Need some insight if someone has done similar stuff already - like what is possible for chat and steps to follow .

Title: Re: Integrating knowledge management into a existing chat solution
Post by: René on July 21, 2009, 07:31:30 PM

Hi,

Genesys Knowledge Management is focused on email but it can be used for chat as well. At least Genesys Standard Response Library (SRL). You would need to use Contacts PSDK for Java that is available starting Genesys release 7.6. That PSDK allows you to request services provided by Universal Contact Server so giving you access to Genesys SRL.

Please check documentation for Contacts PSDK (focus on following classes: "RequestGetAllCategories", "EventGetAllCategories", "Category" and "StandardResponse") and let me know if you need more info :)

R.