Serve customers across digital channels with chatbots

Chatbot hero

Save time and money with AI chatbots that span digital channels

Empower customers with self-service

Chatbots understand journey context and enable customer self-service across digital channels. Customers can easily find answers on their own — with friendly bot support.

Reduce contact center costs

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.

Make agents more efficient

By fielding common requests and providing context for escalated issues, bots allow agents to focus on higher-value tasks, improving employee satisfaction and productivity.

Let chatbots be your customers’ first point of contact

Enhanced first-contact resolution

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.

Context-driven interactions

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.

Natural language understanding

Automate interactions using natural language understanding (NLU), a form of AI that identifies customers’ intentions and comprehends common chat vernacular.

Intuitive visual flow builder

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.

Omnichannel deployment

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.

Supervised learning

Improve customer experiences over time with advanced machine learning. Genesys bots continuously learn with human-in-the-loop monitoring and automatically labeled live customer data.

Bots liberate agents and let customers use self-service

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 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.

Bring your own bots — or easily build from scratch

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 Genesys Cloud CX™ make that unified CX goal even simpler to achieve, with powerful chatbot software already integrated and ready to use.

Anyone can build a bot

Chatbot development can be easy. Through an intuitive drag-and-drop interface, you can program a smart conversational bot, equip it with a self-service option and make things like PCI-compliant bill payment easier for your customers. No coding expertise required.

Build once, deploy across channels

Once you’ve built a bot using either a third-party tool or the Dialog Engine Bot Flows interface native to the Genesys Cloud CX platform, you can specify the engagement channels you want to deploy it on, including SMS messaging, live chat, email, social media or phone calls. One well-built bot can do it all.

Customize with customer context

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.

Bots and humans are better together

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.

Get advanced chatbot features in a solution that works for you

See what else you can do with Genesys

Maximize efficiency and keep customers happy with chatbots

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