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.
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.
With access to relevant data, voicebots recognize customers, understand history and preferences, and use artificial intelligence (AI) to personalize interactions.
Bots and humans work best when they work together. Voicebots pass customers — and relevant information — to agents, when needed, for seamless experiences.
Facilitate smoother digital conversations with natural language processing (NLP). Unify the customer journey across voice and digital channels.
Blend voicebots with the power of agents to ensure your customers always get the right level of service at the right time.
Avoid vendor lock-in and maximize your existing investment. Blend AI from other vendors with the open Genesys AI platform.
Enable customers to self-serve via their preferred voice and chat channels. Build and customize chatbots and voicebots easily within one interface.
Automate interactions with natural language understanding (NLU). Intent Miner uses NLU to grasp customer intent and help create smarter bots.
Create smart voicebots using an intuitive drag-and-drop flow builder that comes equipped with built-in dialog management and NLU features.
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.
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”
2022 Gartner® Magic Quadrant™ for Contact Center as a Service
Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases
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.
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.
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, 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.
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.
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.
