Genesys Cloud CX and Deepgram Voice Agent

The Deepgram Voice Agent API integrates with Genesys Cloud CX through the Genesys Audio Connector, establishing a bidirectional WebSocket connection for real-time voice input and output.

The Voice Agent API bundles speech-to-text, LLM reasoning, and text-to-speech into a single pipeline, delivering approximately 425 ms round-trip latency.

How it works

1. A caller enters your Genesys call flow
2. Genesys connects to your Voice Agent through a WebSocket
3. Audio streams to Deepgram (STT, LLM, TTS)
4. The agent responds with synthesized voice
5. The caller can interrupt naturally with barge-in support

Before you begin

You will need:

• A Deepgram API key with Voice Agent enabled
• A Genesys Cloud CX account with Audio Connector access
• A public server endpoint connected to Deepgram

Step 1: Create an Audio Connector in Genesys

1. Go to Admin > Integrations
2. Add Audio Connector
3. Name the integration (for example, Deepgram Voice Agent)
4. Set Connection URI to wss://integrations.deepgram.com/genesys/ac
5. Add your Deepgram API key under Credentials
6. Activate the integration

Step 2: Add the connector to your Architect flow

1. Open Architect in Genesys Cloud
2. Open or create an Inbound Call Flow
3. Add a Call Audio Connector action
4. Select the integration you created in Step 1

This action hands the call to the Deepgram Voice Agent.

Step 3: Configure your AI agent

In the Audio Connector’s Session Variables, add a variable:

• Name: config
• Value: a JSON string containing your agent configuration

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"audio": {
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  "input": {
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    "encoding": "mulaw",
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    "sample_rate": 8000
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  },
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  "output": {
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    "encoding": "mulaw",
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    "sample_rate": 8000,
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    "container": "none"
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  }
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}

Example end conversation function

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{
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  "name": "end_conversation",
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  "description": "Call this function when the user says goodbye or the conversation ends.",
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  "parameters": {
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    "type": "object",
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    "properties": {
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      "needs_escalation": {
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        "type": "boolean",
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        "description": "Set to true if the user requests a human or manager."
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      }
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    }
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  }
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}

Step 4: Set up middleware server (self-hosted only)

If you use a self-hosted setup, deploy a middleware server to connect Genesys with the Deepgram Voice Agent. Contact your Deepgram account executive for access and setup instructions.

Customization options

You can adjust your agent’s behavior using these configuration fields:

Additional resources

• Deepgram Voice Agent documentation
• Genesys and Deepgram STT integration