Personalize the shopping experience with a connected journey.
Transform banking engagement with seamless experiences across channels.
Deliver on the promise of digital government.
Create secure, connected patient experiences at every touchpoint.
Chatbots understand journey context and enable customer self-service across digital channels. Customers can easily find answers on their own — with friendly bot support.
Let chatbots be the first point of contact for customers, reducing staffing costs in call centers. Bots answer common questions quickly and accurately, saving you money.
By fielding common requests and providing context for escalated issues, bots allow agents to focus on higher-value tasks, improving employee satisfaction and productivity.
Multiple customers asking the same questions don’t always get a consistent level of service from live agents. But chatbots will happily deliver the correct answers every time.
Add context to customer experiences by adding field-level validation and connecting with existing back-end or third-party systems to deliver more personalized experiences.
Integrated natural language understanding (NLU) uses artificial intelligence (AI) to identify customers’ goals and intent from vernacular text. Determine their actual intentions and create smarter bots.
Create smart bots using an intuitive drag-and-drop flow builder that comes equipped with built-in dialog management and natural language processing (NLP) features.
Enable customers to self-serve wherever they prefer to engage with your brand. Build and customize conversational AI bots — and deploy them across all voice and digital channels.
Improve customer experiences over time with advanced machine learning. Bots continuously learn with human-in-the-loop monitoring and automatically labeled live customer data.
Provide better, faster customer experiences and greater self-service support with chatbots. Let bots take the first queries and free up customer service agents to focus on more complex tasks. When a conversation needs to be escalated to a contact center live chat or phone agent, automated chatbots know when to transfer the interaction, along with the full conversational context.
Powered by the Genesys AI platform, bots also enable contact centers to automate digital conversations with NLU, which comprehends customer intent. This leads to more intelligently orchestrated customer journeys that provide the right information — or direct queries to the right agents — at just the right moment.
of queries will be handled by chatbots by 2022
Juniper Research, Chatbots: Vendor Opportunities & Market Forecasts 2020-2024
Our approach is centered around building an ecosystem for businesses in which they’re free to choose a bot platform and easily integrate it with our contact center solution. This ensures a seamless customer experience (CX) across bot and human touchpoints. But the all-in-one capabilities of the Genesys Cloud CX™ platform make that unified CX goal even simpler to achieve, with powerful chatbot software already integrated and ready to use.
Chatbot development can be easy. Build a bot using either a third-party tool or the intuitive, drag-and-drop Dialog Engine Bot Flows interface native to the Genesys Cloud CX platform. Then specify the engagement channels you want to deploy it on, such as SMS messaging, live chat, email, social media or phone calls. One well-built bot can do it all.
Intent Miner, an integrated feature of Genesys Cloud CX, helps bot builders stop wasting time guessing at customer intentions. It uses AI to automatically surface intents from actual conversations and digital interactions, providing insights that bot authors can apply to improve native or third-party bots. The result is more accurate bots, deployed faster.
Add context to customer experiences by connecting with existing back-end or third-party systems to deliver intelligently optimized service. Bots collect and validate customer information — and continuously learn with automatically labeled live customer data — so they’ll get smarter over time.
Customers can engage with a chatbot first; Genesys AI knows when to hand off to a live customer support agent. At that point, conversations and all interaction details move to a human. A seamless transition is vital to maintaining customer engagement and ensuring satisfaction.
The Forrester Waveâ„¢: Contact Center as a Service (CCaaS), Q1 2023
Cited for its superior vision that can take it beyond the contact center and into all customer interactions.
Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.
