Monibot
Enterprise-grade omnichannel virtual assistant (voice and digital) on the Genesys Cloud orchestration platform, with generative conversational artificial intelligence and human-like voice.
- 24/7 availability
- Voice and digital in a single assistant
- Mexico and LATAM
Solutions it integrates with
Goal and business value
Monibot transforms the customer experience by deploying an enterprise-grade omnichannel virtual assistant (voice and digital) on the Genesys Cloud orchestration platform, enabling unified, scalable and secure service in Mexico and LATAM. The solution brings together generative conversational artificial intelligence and human-like voice to deliver automated, consultative, efficient service available 24/7.
This proposal addresses the customer's different use cases to improve service, with 24/7 operating capacity through AI, reducing agent occupancy time or better optimizing the operation.
The solution also provides traceability and analytics, enabling data-driven continuous improvement.
Key features
Natural voice conversation
Automatic intent detection
Structured data capture
Knowledge base lookup
Tool and process execution
Delivery through complementary channels
Transfer to agents
Integrations with CRM, APIs and systems
Flexible LLM selection
GC1 implementation scenario
Monibot connects to Genesys Cloud through Audio Connector with bidirectional audio.
Customer
Genesys Cloud
- Telephony
- IVR
- Queues
- Agents
Audio Connector
Monibot
- Serves the customer
- Interprets intent
- Looks up information
Then, Monibot can
- Resolve the request
- Keep collecting data
- Return to the menu
- Transfer to a queue or agent
Technical requirements and dependencies
Genesys Cloud CX 1 up and running.
Telephony, DIDs, queues and Architect flows configured.
Audio Connector enabled.
Monibot platform.
Compatible LLM.
APIs and knowledge bases available.
Security, monitoring and traceability controls.
Setup effort estimate
Duration depends on the number of use cases, integrations, business rules and environment availability.
Discovery and design
1–2 weeks
OpenAI + ElevenLabs estimate
2–4 weeks
Conversational build
1–3 weeks
Testing and stabilization
2–3 weeks
Initial pilot6–10 weeks
Licensing and usage
Pay for what you use: each component is billed per minute or per interaction.
Audio Connector
$0.1000per minute
LLM + voice
$0.2062per minute
Monibot
$0.0760per interaction
What's considered
- Genesys Cloud CX 1 licenses.
- Telephony usage.
- Audio Connector as a premium app.
- Monibot licensing or usage.
- Tokens or capacity of the selected LLM.
- Storage, monitoring and support.
Assumptions and limitations
Assumptions
- Genesys Cloud CX 1 and telephony up and running
- Test and production environments
- APIs and information sources available
- Rules, messages and routes validated by the business
- LLM with Spanish support, low latency and tool use
Limitations
- Accuracy depends on audio and model
- Ambiguous cases may require escalation
- Critical processes require deterministic controls
- Latency depends on integrated providers
- Ongoing maintenance of prompts and knowledge
- Compatibility depends on the LLM's technical capabilities
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Our offices
USA, Mexico, Venezuela, Colombia, Chile, Brazil and Guatemala
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