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Intelligent voice assistants enhance customer service

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Let AI-powered voicebots pick up the phone

Don’t put your customers on hold

Make your contact center more accessible with automated virtual agents that are available 24 hours a day. Intelligent voicebots can answer calls with zero delay.

Make the virtual more personal

With access to relevant data, voicebots recognize customers, understand history and preferences, and use artificial intelligence (AI) to personalize interactions.

Transfer to live agents with ease

Bots and humans work best when they work together. Voicebots pass customers — and relevant information — to agents, when needed, for seamless experiences.

Voicebots keep the conversation flowing

Support omnichannel journeys with conversational voicebots

Facilitate smoother digital conversations with natural language processing (NLP). Unify the customer journey across voice and digital channels.

Give customers the right level of service

Blend voicebots with the power of agents to ensure your customers always get the right level of service at the right time.

Leverage native or third-party bots

Avoid vendor lock-in and maximize your existing investment. Blend AI from other vendors with the open Genesys AI platform.

Easy implementation

Enable customers to self-serve via their preferred voice and chat channels. Build and customize chatbots and voicebots easily within one interface.

Natural language understanding

Automate interactions with natural language understanding (NLU). Intent Miner uses NLU to grasp customer intent and help create smarter bots.

Intuitive visual flow builder

Create smart voicebots using an intuitive drag-and-drop flow builder that comes equipped with built-in dialog management and NLU features.

Genesys voicebots make customer interactions easier

Put voicebots to work in your call center. AI-powered virtual assistants converse with your customers using natural language. Customers can self-service through common questions and issues. If something is too complex or needs a human touch, it’s passed to a live agent. The agent receives all context and details to complete the call.

Voicebots also open up revenue growth opportunities through cross-selling and up-selling. They can make personalized recommendations based on customer history and preferences. Plus, the speed, accuracy and 24-hour availability of voicebots directly improves customer experience.

41%

of consumers prefer a voice assistant over a website or app to automate their routine shopping tasks

Capgemini, “Conversational Commerce: Why Consumers Are Embracing Voice Assistants in Their Lives”

2023 Gartner® Magic Quadrant™ for Contact Center as a Service

Genesys named a Leader
– and positioned highest in execution

Get the Gartner report

Voice assistants + human agents = seamless conversations

Move beyond IVR. Conversational voicebots understand natural speech to figure out what a customer needs. And when tougher questions need human help to resolve, voicebots can hand off calls to agents without customers having to repeat themselves. The result is smooth, fluid customer conversations over digital voice channels.

Orchestrate and integrate

Personalize voicebot interactions at scale with easy access to customer and interaction insights using Genesys AI. Bots understand customers, their journeys and the context of the interactions. This enables bots to provide useful information or expedite transactions, giving customers quick results and allowing agents to focus on more complex tasks.

Build once, deploy anywhere

Built into Genesys Cloud CX™, bots are natively integrated with the full breadth of Genesys AI platform capabilities, such as web messaging and predictive engagement. Create smart conversation flows across channels using interaction data, customer history and data from third-party transactional systems. One well-built bot can do it all.

Intent Miner reveals what customers want

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 customer conversations, providing insights that bot authors can apply to improve native or third-party bots. The result is more accurate bots, deployed faster.

Let virtual agents connect first

Virtual agents equipped with high-quality voices — and advanced NLU — can be your call center’s first line of defense, fielding common queries and requests. When more complex help is needed, virtual agents know when to seamlessly pass the call to a live agent.

See what our customers have to say

We created a smart search feature that recognized over 30,000 products in just three months. So, the customer can simply say ‘the oranges are missing from my order.’ Olive then cross-checks, processes a refund and sends a text confirmation to the customer — all without any human intervention.

— Alex Colorado, Engineering Manager, Conversational AI, Woolworths

Read their story

Get natural-language voicebots in a solution that works for you

Genesys Cloud CX

Build all bots in a single interface

Leverage the Genesys Cloud CX native Dialog Engine Flow Builder to add voicebots or chatbots to support any digital channel. Easily tap into Genesys AI and third-party data to add context to every interaction. For those with an existing AI investment, Genesys Cloud CX can orchestrate bots using Genesys AI for a seamless customer experience.

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See what else Genesys has to offer

Agent Assist

Artificial intelligence

Artificial intelligence and automation

Chatbots

Knowledge management tools

Predictive engagement

Predictive routing

Virtual assistants

Work automation and task routing

Explore all capabilities

Deliver high-quality support at scale with virtual agents

Start the conversation with voicebots

Request a demo to see how voicebots and chatbots can work for your business. Be there for customers at all hours and during peak call times. Leave hold music in the past 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.