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April 16th, 2025

Rasa Introduces Genesys Cloud Connector for AI-Powered Contact Centers

  • portrait of Kara Hartnett

    Kara Hartnett

Rasa, the leading conversational AI platform, has launched a Genesys Cloud voice-stream connector, making it easier for enterprises to bring AI-powered voice assistants into their contact center workflows. Many large enterprises rely on Genesys Cloud to manage customer interactions. This connector eliminates the need for custom development, allowing teams to deploy secure, scalable voice automation faster and with less complexity.

The Genesys Cloud connector provides a pre-built voice integration that allows enterprises to connect a Rasa assistant to a Genesys-managed phone number without significant customization and engineering resources. Enterprises can seamlessly integrate Rasa’s AI-powered assistants into their Genesys Cloud contact centers while maintaining full control over conversation design and business logic.

"Enterprises depend on Genesys Cloud to manage large-scale customer interactions. With this integration, companies can now deploy AI-powered voice assistants built with Rasa directly into their Genesys infrastructure without needing to build a custom connector from scratch," said Mike Gesell, Head of Partnerships at Rasa.

Enhancing AI Voice Capabilities for Contact Centers

Large enterprises widely use Genesys Cloud to manage toll-free numbers and customer helplines. This integration allows organizations to maintain their existing Genesys-powered workflows while leveraging Rasa’s flexible, scalable AI assistants.

Key features of the Genesys Cloud connector:

  • Pre-built integration for Genesys Cloud
  • Seamless voice AI deployment
  • Fully compatible with existing Genesys infrastructure
  • Built-in voice-stream support

Bringing CALM’s Business Value to Genesys-Powered Contact Centers

By integrating Rasa’s CALM (Conversational AI with Language Models) framework with Genesys Cloud, enterprises can automate voice interactions while maintaining control over accuracy and reliability. Unlike traditional intent-based systems that struggle with unpredictable user input, CALM ensures that assistants handle topic changes, clarifications, and mid-conversation shifts smoothly, reducing customer frustration and call escalations.

This leads to measurable improvements in customer experience, including:

  • Lower resolution times by keeping conversations on track, reducing unnecessary transfers.
  • Higher customer satisfaction scores (CSAT/NPS) by delivering more natural, context-aware interactions.
  • Reduced reliance on human agents by resolving routine inquiries more efficiently.
  • More consistent AI-driven responses across Genesys-powered customer engagement channels.

By combining CALM’s structured dialogue management with Genesys Cloud’s call routing capabilities, enterprises can scale AI-powered interactions while maintaining conversational fluency and accuracy.

This integration allows enterprises to:

  • Deploy AI-driven customer support without modifying Genesys Cloud’s core infrastructure.
  • Reduce development effort by eliminating the need for a custom-built connector.
  • Scale AI-powered voice interactions while keeping control over conversation design and assistant behavior.

Seamless Setup and Deployment

Setting up the Genesys Cloud connector is straightforward, requiring only:

Users simply configure their Genesys Architect call flow to trigger the AudioConnector, which connects directly to their Rasa assistant. This streamlined setup eliminates the need for complex, time-consuming custom development.

Unlocking AI-Powered Voice Experiences for Enterprises

The Genesys Cloud connector allows enterprises to deploy AI-powered voice assistants quickly, efficiently, and without costly development overhead. By integrating Rasa’s LLM-based dialogue management into Genesys Cloud, businesses can enhance customer experiences, reduce operational costs, and easily scale voice automation.

Ready to explore how Rasa can power AI-driven voice interactions in your Genesys Cloud contact center? Talk to our sales team today to learn more.