Intelligent voice assistants enhance customer service

Move beyond IVR. Conversational voicebots understand natural language to figure out what a customer needs and why they’re engaging with you.


Deliver high-quality support at scale with automated conversations

Put voicebots to work in your call center. Artificial intelligence (AI)-powered digital 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 in the automated chat.

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.

Make voicebots the first point of contact for your call center

Get up and running in days

Respond instantly

Improve response time by offloading common and repetitive tasks. Be more accessible with automated virtual agents that are available 24 hours a day. Make interactions fast and simple for your customers.

Optimize call scripting

Personalize the conversation

Because they connect to backend systems, voicebots have unlimited access to customer context. They can recognize customers, understand history and preferences, and predict next-best actions.

Chat male

Keep the context with bots

Bots and humans work best when they work together. Voicebots pass customers — and all relevant information — to your live agents when needed. This maintains customer context and improves service overall.

Gartner white svg

Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

Gartner quadrant ccaas shot

Genesys voicebots make customer interactions easier

Unite skilled human agents and powerful AI. Bots collect interaction information, including history, intent and predicted next steps. That information populates the agent workspace, helping them work smarter and faster.

Graph line 2

Find the right balance

Customer experience isn’t built on bots alone. Sometimes customer issues are too complex or they need to escalate to a human agent. Voicebots get calls — and associated context — to the best agent.

Your customers don’t have to repeat anything. And because voicebots analyze conversations in real time, they can guide agents during interactions.

Deliver omnichannel customer journeys

Streamline voicebot orchestration

Programming a basic voicebot is easy with our intuitive, drag-and-drop visual interface that works for voicebots or chatbots. But orchestrating a bot across different teams and processes can be complicated.

Genesys simplifies the process, enabling you to deploy voicebots across many business units with different priorities, routing flows, reporting and customer intent.


Build once — deploy everywhere

Streamline bot development and deployment with predefined microapps. These handle specific tasks, such as bill payments or account admin.

Simply choose the microapp you need, then drag and drop it to your voicebot. Designing once and deploying across channels drives consistent customer experience and operational efficiency.

Ai brain

Bring your own bots

Use Genesys native voicebots or leading third-party bots, including Amazon Lex and Google Dialogflow. Or craft a custom combination, depending on interaction type.

Build conversational IVR experiences with Dialog Engine Bot Flows, our native bot-building platform. The Genesys Cloud™ platform supports integration with third-party bots to enable our customers to build a best-of-breed solution.

"Our customers have changed the way they interact with us. They are much more focused on digital and want anytime, anywhere service on the channel of their choice. Without our AI, bots and automation tied together using Genesys AI, we couldn't deliver this kind of service."

Pablo Oyarzun

Customer Experience Divisional Manager


Explore our voicebot tour

Let AI-ready voicebots give you a hand

Conversational voicebots support the omnichannel journey

Span multiple channels with natural language processing (NLP). Unify communications across voice, chatSMS and smart speakers.

Provide customers with the right level of service

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

Leverage native Genesys and third-party bots together

Maximize your existing investment. Blend AI from other vendors with the open AI platform from Genesys.


four ways voicebots elevate call center customer service

Four ways voicebots elevate call center customer service

how to build a bot in an hour

How to build a bot in an hour

developing voicebots and chatbots

Five things to consider for developing voicebots and chatbots

cx blueprint thumbnail

Blueprint for success

See how natural language bots improve the customer experience

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.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

Genesys ChatLive Assistance
Close Widget

Genesys ChatLive Assistance