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The most successful sports teams are made of players who are on the same wavelength—they play to each other’s strengths and create little bits of magic that take their teams from the ordinary to the extraordinary. Technology partnerships operate in much the same way.
The recent partnership between Genesys and Google combines leadership in customer engagement with leadership in machine learning to create magic. This teamwork lets you turn ordinary customer experiences into extraordinary ones for better business outcomes.
Driving Real Business Outcomes
Imagine that the Google speech recognition artificial intelligence (AI) engine enables organizations to increase recognition rates by 5%. At 50,000 calls per day, that equates to 2,500 calls where an intent could be recognized. Now, let’s assume that 50% of those 2,500 calls could be automated based on relevant intent. That means we could deflect 1,250 calls per day from the contact center. Based on the average cost of a voice call of $15, the total savings for the day would be $18,750. That’s a yearly savings of $6.8 million. And this is significant, not just in terms of cost savings, but also for the 2,500 people who had a better customer experience because their intents were recognized.
Delivering Benefits Across the Entire Customer Journey
AI doesn’t just apply to automation and it’s not just resigned to one part of the customer journey. Use cases such as Genesys predictive routing and agent-assisted services enable organizations to turn disconnected customer experiences into seamless ones at a fraction of the cost to differentiate them from their competition.
Speed to Market and Agility Is Key to Customer Experience Improvements
Historically, implementing bot technology in IVR and text-based systems has been time intensive and required extensive fine-tuning. However, it still failed to provide an exceptional customer experience.
Services like Genesys predictive routing, with tighter integration to the Google Contact Center AI, mark a shift in how AI technology is being applied to everyday customer interactions. Both Genesys and Google are excited to showcase the latest developments in an ongoing battle between convenience and technology to create world-class, leading-edge AI experiences that drive more benefits for our customers.
If you are a Genesys customer and you want to be part of this new Genesys and Google AI self-service revolution, you can register to be an early adopter for Genesys Blended AI with Google Cloud’s Contact Center AI.
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