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Nicola Burns is a Genesys Product Manager in artificial intelligence (AI), with a focus on chatbots and voicebots in Conversational AI. She works primarily on Genesys Dialog Engine, the Genesys native bot builder, and is involved in a cross-team effort to evolve the future of bots within Genesys. Nicola has nine years of experience in self-service within contact centers and has a Ph.D. in artificial intelligence. She is in the process of co-authoring her first patent.
Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
