Real-time prompt enrichment for Genesys Cloud

VoxEQ Prompt gives Genesys conversational AI a head start by adding human context (from voice alone) to the very first tokens of a call. In seconds, Prompt infers caller demographics and prepends that context to the speech-to-text (STT) stream your bots already consume—no custom engineering, no model retraining, and no infrastructure changes. See the VoxEQ Prompt AppFoundry listing and the VoxEQ Prompt product page.

What Prompt does

• Infers caller traits (e.g., age band, birth sex, height estimate) from voice bio-signals within the first seconds of audio, then delivers a compact, structured context string for your AI agent. AppFoundry listing, Prompt product.

• Prepends that context to the beginning of any call’s STT transcript so downstream bots can adapt tone, pacing, dialogue strategy, and routing. AppFoundry listing.

• Works enrollment‑free, language‑agnostic, and privacy‑first (no customer voiceprint or PII storage). See AI Ethics and Prompt.

• Demonstrated acceleration of AI call handling by up to 90 seconds in scenario tests by enriching prompts with demographics. Next‑generation call handling blog.

The exact bio‑signals and resulting attributes

VoxEQ’s models analyze micro‑physiological cues present in phonation. Core input features and typical outputs include:

Source: VoxEQ Prompt on Genesys AppFoundry.

How Prompt prepends context into the STT stream

• Prompt produces a succinct, model‑ready context string as soon as the call connects.

• The Premium Client injects this string at the very start of the call’s transcription, ensuring every downstream conversational system “sees” the human context before generating its first response. AppFoundry listing.

• Example preface (illustrative):

• CallerContext: age=25‑34; birth_sex=female_likelihood_high; height≈medium; confidence=high

• Guidance: use concise, upbeat tone; propose self‑service first, then offer live‑agent option

Because this is standard text prepended to STT, it requires no changes to your NLU/LLM stack.

One‑page quickstart for Genesys Cloud (no engineering required)

1) Find and purchase

• In Genesys AppFoundry, open VoxEQ Prompt (Premium Client) and select Get App. Procurement and billing are handled through your Genesys account (via your Genesys team/Billing Agent).

2) Enable in your org

• Grant the requested scopes and assign the app to the queues/flows where you want prompt enrichment.

• No custom model training or infrastructure changes are needed; Prompt operates out‑of‑the‑box with your existing routing and bot flows. AppFoundry listing.

3) Configure enrichment

• Choose which Prompt attributes to include (e.g., age band, birth sex likelihood, height band) and whether to prepend guidance suggestions (tone, pacing, escalation policy).

• Toggle “prepend to transcript” so the context appears at the first tokens of each call’s STT stream.

4) Test and go‑live

• Place a test call to verify the preface appears at the head of the transcript and that your bot adapts greeting/tone accordingly.

• Roll out by queue, then expand. For assistance, contact VoxEQ or schedule a demo.

Provider‑agnostic by design

Prompt’s output is plain text at the top of the STT stream, so it works with Genesys native bots as well as third‑party conversational AI without coordination—keep your current provider and see immediate gains. AppFoundry listing.

Architecture and data handling

• Cloud‑native API and Premium Client for Genesys; real‑time inference within the first seconds of audio. Prompt.

• Privacy‑first: VoxEQ does not store customer PII or customer voiceprints; outputs are labels and risk/likelihoods designed for minimal data exposure. See AI Ethics and Terms for Prompt.

• Language‑agnostic operation; derived from physiology rather than text content. Prompt.

Business outcomes for Genesys customers

• Higher first‑call resolution (FCR) by aligning tone, pacing, and dialog strategy from the first response. Prompt.

• Fewer escalations and transfers via better early fit between caller context and bot behavior. Prompt.

• Faster time‑to‑resolution; scenario tests show up to ~90 seconds acceleration when bots start with demographic context. Next‑generation call handling blog.

• Improved CSAT and containment by making virtual agents feel more human from “hello.” VoxEQ Resources.

Purchasing, enablement, and support

• Availability: Genesys AppFoundry – VoxEQ Prompt (Premium Client).

• Procurement/Billing: through your Genesys account team (Genesys AppFoundry procurement and billing).

• Legal: SaaS Agreement and Prompt Terms of Service.

• Help: Schedule a demo or explore the VoxEQ Resource Hub.