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Make digital self-service easy with chatbots

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Deliver a chatbot your customers will love to use

Use AI chatbots for 24/7 experiences

Enable around-the-clock self-service across digital channels. Use artificial intelligence (AI) to build friendly chatbots that understand and respond to your customers’ needs.

Reduce costs and improve satisfaction

Let chatbots be the first point of contact for customers. Bots answer common questions quickly and accurately, saving you money and improving customer satisfaction.

Create better connected experiences

Integrated chatbots make every conversation personal and intentional. Customer and journey insights add context and guidance for connected experiences that never leave a customer at a dead end.

Automate conversations between your brand and your customers

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 and personalization

Add context and personalization by leveraging journey insights, customer characteristics and transactional history to create chatbots that make every customer feel special.

Natural language understanding

Integrated natural language understanding (NLU) uses AI to identify intent from conversations, applies semantic search for automatic information retrieval, and learns continuously.

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 features.

Engaging and interactive

Enable interactive experiences with integrated knowledge and rich media. Make conversations engaging by using digital menus, images and videos to give digital conversations visual impact.

Integrated analytics

Improve experiences over time using integrated reports to guide optimization strategies. You’ll gain insights into the quality of bot responses and overall performance.

The Forrester Wave™: Contact Center as a Service (CCaaS), Q1 2023

GENESYS NAMED A LEADER BY FORRESTER

Genesys was recognized as a Leader and cited for its superior vision that can take customers beyond the contact center and into all customer interactions.

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MIT Technology Review Insights: Customer experience and the future of work - report thumbnail

57%

of CX leaders worldwide say their organization currently uses AI-based chatbots and voicebots to improve the employee experience and customer experience

Customer experience and the future of work, 2022

Improve CX and self-service with engaging, personalized bots

Provide better, faster self-service by adding engaging, personalized chatbots to your customer journey. Let your chatbot capture information, answer questions and provide basic transactional support before engaging agents. And when a transition is needed to a contact center live chat or phone agent, make sure it’s seamless with full conversational context intact.

Powered by the Genesys AI, bots use NLU to understand customer intent, automatically identify the right information or direct the question to the right agent — at just the right moment.

Build a bot into your journey — or bring your own

The all-in-one capabilities of the Genesys Cloud CX™ platform make it simple for businesses to achieve goals for a unified customer experience using powerful chatbot software that’s already integrated and ready to use. You can easily integrate third-party bot platforms with our contact center solution, ensuring a seamless experience across bot and human touchpoints.

Build a bot with ease

Chatbot development should be easy. Build a bot directly into Genesys Cloud CX, taking advantage of easy access to journey and customer data, NLU, drag-and-drop conversation flows, and built-in analytics. Deploy on any supported digital channel such as web messenger, SMS or social media.

Reveal what customers want with Intent Miner

Intent Miner, an integrated feature of Genesys Cloud CX, eliminates the need for bot builders to waste 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.

Make your bots smart and engaging

Integrated, AI-enabled knowledge enables bots to respond to questions with engaging information that can include images, video and other interactive content. Keep the conversation easy to navigate with digital menus.

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.

Bring your own chatbot

For those who are using third-party AI or already have a digital bot in production, the Genesys Bot Connector makes it easy to integrate your bot into Genesys Cloud CX so you can interact conversationally with customers. Add up to five third-party bot integrations with the Genesys Bot Connector, which includes analytics that display native and third-party bots side by side.

Bots and humans are better together

Customers can engage with a chatbot first; Genesys AI knows when to hand off to a live customer service 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.

We took care of the implementation ourselves and, within a couple of hours, our customer support technicians were familiar with the system.

— Lionel Florence, Director Users Digital Journeys, HELPLINE

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Maximize efficiency and keep customers happy with chatbots

See how natural language bots help your business

Request a demo to see how AI chatbots and voicebots can work for you. Be there for customers at all hours and during peak times. Build a bot that can chat with customers and let AI move customers through interactions quickly and easily.

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Genesys Cloud CX

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.