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 chat and voice bots easily within one interface.

Natural language understanding

Automate interactions by using natural language understanding (NLU), which comprehends customers’ intent to field common questions fast.

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 upselling. 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.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Ranked highest for Completeness of Vision

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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 the Genesys Cloud CX™ platform, bots are natively integrated with the full breadth of Genesys AI platform capabilities, such as web messaging and predictive engagement. Customers can create voicebots or chatbots in the same environment, saving the time, effort and expense of integrating and maintaining third-party solutions.

Implement with ease

Created for business users, a simple drag-and-drop interface has all the controls bot authors need to create personalized, effective voicebots or chatbots. Create a conversation flow using interaction data, customer data and data from third-party transactional systems. NLU is built in to make digital conversations natural and productive.

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.

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

Deliver high-quality support at scale with virtual agents

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