What is Genesys AI ?
Genesys AI is an artificial intelligence platform designed to enhance customer and employee experiences. It brings together different AI disciplines such as conversational AI, predictive AI, and automation to deliver exceptional experiences. The platform is easy to use and embeds AI capabilities into the contact center software, making it easy to realize AI value immediately. With Genesys AI, businesses can automate tasks, personalize interactions, and optimize workforce engagement. The platform is secure, adhering to strict AI ethics guidelines, and provides explainability and transparency to maintain control over outcomes.
Genesys AI Key Features:
- Embedded AI models and automated data preparation for easy implementation without the need for data scientists
- Predictive routing to match customers with the best agent and optimize KPIs
- Predictive engagement to analyze customer behavior and automate proactive engagement with targeted offers
- Knowledge management to deliver the right information to customers and agents at the right time
- Agent assist for real-time support during conversations and automatic conversation summarization
- Chatbots and voicebots with natural language understanding for 24/7 self-service
- Workforce engagement management with conversational intelligence, forecasting and planning, quality assurance, and performance management capabilities
Use Cases:
- Enhancing customer experiences by automating processes, providing personalized interactions, and improving efficiency
- Improving workforce engagement and performance by automating tasks, providing personalized training, and using gamification
- Creating a secure and ethical AI foundation to protect the business and maintain control over outcomes
- Providing 24/7 self-service options for customers with chatbots and voicebots, reducing wait times and improving satisfaction
- Optimizing contact center operations with predictive routing, engagement, and workforce management capabilities for improved efficiency and costs
