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Today Genesys and Google showcased a new customer experience that combines elements of both companies’ artificial intelligence (AI) capabilities. With Genesys Predictive Routing technology and the newly launched Google Cloud’s Contact Center AI, live agents and AI can seamlessly work together to give consumers a better experience that uses automation when it makes sense and the human touch when it matters most. It’s an exciting development for our industry that allows businesses to quickly deploy a Google voice bot with the Genesys solution – enabling new efficiencies across marketing, sales and services contexts.
Genesys and Google Team Up
Genesys is one of the first partners to integrate with the new Google Cloud Contact Center AI. We debuted our integration today in a demo featuring a major global online retailer at the Google Cloud Next 2018 conference in San Francisco.
There are three implications we should consider as Genesys and Google combine forces.
1. Collaborate to accelerate. As the market leader in contact center software, Genesys has the full-depth of customer experience solutions and decades of industry leadership. Yet, we recognize customer experience is a team sport, and we can’t do it alone. That’s why we have a large ecosystem of partners and work with all of the major players – like Apple, Amazon and now Google to enable the world’s most magnificent experiences to help organizations increase sales, customer satisfaction, loyalty and more.
Genesys has been investing in AI solutions that optimize business outcomes for its customers through better routing, predictive engagement, dialog management, chatbots and more. The partnership with Google helps Genesys customer extend their AI capabilities even further by enabling them to tap into the strong natural language understanding (NLU) capabilities of the Google Cloud Contact Center AI. This allows businesses to detect consumers’ intent and use this information to feed the predictive routing algorithm of Genesys. The integration is enabled by Kate, the Genesys’ AI platform, which combines NLU, machine learning, and automation to produce the best possible end-to-end experiences.
2. Blended AI is the way. While automation will drive efficiencies for repeatable tasks, like making payments, checking balances and more, it has not replaced the need for human to human contact. Businesses will automate where they can and yet depend on humans to take on the more complex issues that need a higher standard of empathy, complexity or decision making. At Genesys, we call this Blended AI: the seamless handoff between bots and humans to automate the easy stuff, so there’s more time and focus for more demanding or rewarding scenarios.
3. AI is for marketing, sales and service departments. According to MarketsandMarkets, the cloud-based contact center market is expected to grow from $6.80 billion in 2017 to $20.93 billion by 2022 at a compound annual growth rate (CAGR) of 25.2 percent during the forecasted period. Part of this development is driven by the ability for technology to outgrow the service center and to move seamlessly into sales and marketing uses. As this trend accelerates, it is bringing AI capabilities with it: Machine learning algorithms optimize results in specific contexts automatically. There’s no need to rewrite the algorithm itself – all it needs is the chance to “learn” from new data. It is a logical next step for Genesys to inject AI capabilities across the entire customer journey – to connect every step as consumers travel between channels (phone, web chat, text and more) and departments, such as marketing, sales, and service.
Here’s your chance to learn more about the Genesys and Google partnership. Enjoy!
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