Genesys product support team boosts CX score by 20 points with Genesys Cloud AI

Transforming customer and employee experience with AI-powered support

Exceptional service is an expectation today — and remains a competitive advantage for those able to consistently provide it. Genesys is harnessing that advantage not only for its own business, but also for its customers.

At Genesys, customer experience isn’t just a technology — it’s a core philosophy. Genesys is leveraging its own cloud customer experience (CX) platform to transform its support operations, streamline journeys, and improve customer and employee engagement.

So far, the company’s focus on leveling up its experience orchestration capabilities for its product support team has led to myriad benefits. These include a 20-point increase in its customer experience score, 9.8X cumulative ROI equivalency from Genesys Cloud AI and 157,000 cumulative working hours saved in three years. Customers and engineers alike are benefiting from a 43% reduction in case escalations, a five-minute reduction in handle time with Genesys Cloud Agent Copilot and a 34% reduction in routing time. All this, plus a 90% increase in scheduled employee development time, is helping to foster a more engaged, productive workforce within product support — while helping to keep employee attrition at less than 3%.

This transformation wasn’t just about efficiency; it was about fundamentally changing how support is delivered. The product support team had a vision of orchestrating richer, more efficient experiences through self-service, AI-powered automation and personalization at scale, but couldn’t get there without transforming in the cloud.

“Customer experience is our DNA. It’s more than the solution we offer; it’s making sure we orchestrate a world-class experience for our customers,” said Dominic LoBosco, SVP of Customer Support at Genesys.

By integrating AI-driven automation, orchestration and workforce engagement tools, product support has moved beyond reactive problem-solving to providing a seamless, intelligent and proactive customer experience. The Genesys Cloud platform is also helping the 450 engineers globally who provide customer support move toward flawless execution of interactions within and across all customer interaction channels.

Plus, using the Genesys Cloud platform as a “customer” providing support creates a unique situation. It enables the team to better empathize with customers while being empowered to provide personalized experiences at scale.

“We try to interact with customers where they are, especially when there’s a critical situation,” added LoBosco. “This means showing up when they need us and being as proactive as possible — often before customers even know there’s an issue and solving it ahead of time.”

Leveling up from a service economy approach to an experience economy methodology

Before transitioning to Genesys Cloud, the company’s product support engineers had to maneuver between its legacy on-premises systems, which led to inefficient workflows. Routing included manual interventions; workforce scheduling relied on spreadsheets; and support interactions were primarily limited to phone and email. This situation is all too common among organizations whose approach aligns with basic service economy methods that focus on efficiency with little consideration for customer or employee loyalty.

Where organizations, including the Genesys product support team, see outsized gains is in taking an approach aligned with succeeding in the experience economy — one that balances efficiency and loyalty. As the Genesys team focused more on providing personalized, empathic experiences that are also efficient in both automation and conversations, the experience improvements and loyalty gains increased significantly.

By leveling up from the Genesys Engage™ on-premises solution and the PureConnect^® application to Genesys Cloud and harnessing its AI-Powered Experience Orchestration solutions, support operations have transitioned to an optimized, data-driven routing process. Routing time decreased by 34% and manually routed cases dropped by 84%.

“The biggest challenges for us were making sure we have the right people with the right skills in the right place at the right time and setting up the right routing,” said LoBosco. “After implementing Genesys Cloud, it’s almost instantaneous how we can connect customers with the right support engineer at their time of need.”

That change also improved supervisor productivity — enabling managers to focus more on coaching and developing team members and drive better experiences for customers. “It was no longer a focus that we had to do all this routing and planning manually. The system handles it for us,” added Angelo Arezzi, Vice President, WFM and Support Services, at Genesys.

This shift laid the foundation for a more intelligent, automated support experience — one that meets customers where they are while also empowering employees with the right tools to succeed.

“We now have the ability, at a moment’s notice, to make adjustments in the platform and orchestrate an optimal path for customers,” said Arezzi. “And having the workflows in one system means engineers don’t have to think about how to use and move through multiple systems; instead, they can focus on providing that world-class experience during customer interactions.”

Moving through the Levels of Experience Orchestration

Genesys has mapped a journey not only for itself, but for any organization looking to continually optimize the customer and employee experience and level up from service economy approaches to experience economy methodologies. These “Levels of Experience Orchestration” (see chart below) comprise six stages of maturity in an organization’s ability to deliver personalized, end-to-end customer journeys and streamlined, empathetic employee experiences.

The Genesys product support team is now operating at Level 4 (agentic experience orchestration). This level brings powerful AI-driven advantages compared to earlier stages. At this point, AI can take on a wider variety of tasks, skills and workflows semi-autonomously. However, people are still involved to provide guidance and oversight — ensuring the AI keeps learning while also enabling accuracy and security.

The Levels of Experience Orchestration

While in Level 1 (menu-based navigation), the Genesys product support team offered two support channels: submit a case via email or call and speak to a support engineer. Forecasting and scheduling happened in spreadsheets.

In Level 2 (predefined dialog automation), the team added bots to surface a client’s account and case information to display to the engineer handling the interaction. AI-powered forecasting and scheduling happened in a workforce management tool. Advanced routing capabilities led to a 34% reduction in routing time. That reduced routing time and faster response times led to a 43% decrease in escalations.

With the move to Level 3, the team is now leveraging AI-powered orchestration of voice, email and web messaging with proactive notifications and workforce engagement management (WEM), which includes AI-powered sentiment analysis, forecasting and scheduling. They’re also using APIs to connect the CRM system to the platform and to integrate generative AI into web messaging.

Moving from Level 2 to Level 3 delivered next-level business impact that also illustrates the benefits of taking an experience economy approach. “Starting fresh in the Genesys Cloud environment allowed us to quickly add functionality that sped time to value and enabled us to orchestrate personalized interactions, journeys and processes in real time and at scale,” said LoBosco.

At Level 3 (system-generated conversations), the team began leveraging AI-powered orchestration of voice, email and web messaging with proactive notifications and workforce engagement management (WEM), which includes AI-powered sentiment analysis, forecasting and scheduling. They also started using APIs to connect the CRM system to the platform and to integrate generative AI into web messaging.

These changes have increased efficiency before, during and after interactions, which allows the product support team to reinvest time into skills development for its engineers. It also enables customers to easily self-serve and find the right solutions to their queries.

The team also added generative AI into its workflows in the form of Agent Copilot and virtual agents. In the planning and testing stages are predictive engagement and predictive routing. “We want to drive customers to the right spot, whether they’re on our website or in our interaction queue,” said Arezzi.

Now in Level 4, the product support team is working with agentic AI tools to further simplify customer service journeys.

AI drives faster, smarter, more efficient support

The integration of AI-driven tools that brought the Genesys product support team to Level 4 has been a transformative milestone. Genesys Cloud AI Studio and AI Guides enable the team to harness agentic AI capabilities, simplifying their own workflows while streamlining customer journeys.

The product support team is using Genesys Cloud AI Studio to provide more concise post-interaction summaries. With a succinct, agentic AI-powered summary, the time it will take supervisors to review interactions is expected to drop from about 10 minutes to less than a minute, cutting review time by nearly 100% — except in cases that need additional evaluation.

Using Genesys Cloud AI Studio, the product support team is upleveling Genesys Cloud Supervisor Copilot. The team currently is using agentic AI capabilities to improve the scoring of internal support interactions. The goal is to train the system so it can handle all scoring, allowing supervisors to spend more time coaching and developing their teams.

Additionally, using the natural language capabilities of AI Guides, the product support team is able to create virtual agents twice as fast as they did previously. These virtual agents are designed to help customers effortlessly create or update a case. The team also launched an AI-powered digital assistant that is designed to serve as a central entry point for all interactions. It will act as a “GPS” for customers to guide them through channel selection, directing them to chat, email or phone — helping to ensure they’ll get swift resolution in the channel best suited to handle their specific issue and its level of complexity.

Virtual agents and AI-powered copilots also help optimize interactions, enabling customers to receive faster, more accurate responses. “We began using virtual agents to find customer and case information,” said Arezzi. “That saves each engineer approximately three minutes per call. Across the 23,000 calls we handle per year, this represents 15% of our current handle time.”

These AI-driven efficiencies extend beyond just call handling. Adding the Agent Copilot auto-summarization functionality has transformed the way post-interaction documentation is completed.

“During our initial testing, we found that auto-summarization was saving approximately five minutes per call by automatically typing notes and filling them into the case in Salesforce. As we fully implement auto-summarization, it could lead to saving five minutes per interaction across all 34,000 calls and chats we currently receive in a year,” added Arezzi.

These faster resolution times and the reduced workload for engineers lead to a better experience for both employees and customers — and a cost saving for Genesys. The team is projecting a 25% improvement in case resolution with the Level 4 changes. And similarly, it’s expecting a 25% reduction in support engineer onboarding costs by using Agent Copilot.

“Genesys Cloud AI has been a game-changer for us. We expected operational efficiencies, but the real win was the improved experience — for both customers and employees,” said LoBosco.

A 35% shift to chat reveals a desire for digital-first engagement

One of the most striking outcomes since implementing Genesys Cloud was customers’ rapid adoption of digital engagement channels. Within days of launching web messaging support, 35% of live interactions transitioned from phone calls to web messaging — a clear indicator of customers’ preference for convenient, digital-first interactions.

“Once we implemented web messaging, it was up and running in days — not weeks or months. The customer demand was immediate; customers were wanting to meet us in digital channels.” said LoBosco. “It’s cost-effective and efficient for us and helps us orchestrate better experiences. One of our top priorities right now is enabling customers to get the information they need as quickly as possible.”

Beyond chat, the team is expanding its self-service capabilities with predictive engagement tools that orchestrate more targeted journeys and ensure customers reach the right resource — whether that’s a self-service article, a virtual agent or a live support engineer. The system will recognize the best path for a customer and route them there.

“Customers don’t want to call support. They want answers,” said Arezzi. “We’ve made it easier for them to find solutions.”

Simplifying customers’ access to solutions also includes providing proactive support. The Genesys support team tracks the volume and velocity of cases across channels. This enables them to know when to update its virtual agents or to provide proactive alerts to customers, as well as to any internal teams that might need information on a support-related situation.

“We use that as a learning mechanism to make sure that we’re out in front of anything that might be occurring,” said Arezzi. “The ability to see our business moving in real time has been the biggest shift in being able to orchestrate world-class experiences with AI.”

Providing proactive support also lets customers know that the Genesys support team is aware of and working on an issue.

“All of this is possible with the Genesys Cloud platform — having that solution in place enables us to track activities, interactions and issues across all channels,” said LoBosco.

Upleveling from workforce management to AI-driven engagement

The Genesys support team didn’t just transform the customer experience; it also reimagined the way its support team members and supervisors work. “Support can be one of the most stressful gigs out there. It’s also one of the most fulfilling because you solve customers’ problems and find solutions for them,” said LoBosco. “So, our goal is to make sure that we have the right number of people with the right skill sets available at the right times, the right work-life balance and the opportunity to invest in people to grow their skill sets. All of that is important to us for our people’s sake, but the customer gets the benefit too, because they’re working with happy people who enjoy coming to work every day.”

With Genesys Cloud WEM, support engineers and supervisors have transparency into what’s happening in the business in real time. This enables supervisors to provide more proactive, individualized coaching and development.

Native workforce management also helps ensure that the team has the right engineers available and receiving the right interactions, so customers get the service they need. It also helps ensure consistent interaction quality and scheduling flexibility.

“Previously, we were making manual adjustments in spreadsheets,” said Arezzi. “Now, with WEM, forecasting is dynamic, scheduling is automated, and employees have more control over their work-life balance.”

This shift has provided more insight into how to ensure the optimal staffing. But more than that, it’s had a profound impact on employee engagement. Engineers can now access schedules and request time off via the WEM activity screen or the Genesys Tempo® mobile app, eliminating administrative friction and ensuring better alignment between workforce capacity and customer demand. More accurate forecasting and scheduling has also provided more predictability in support engineers’ schedules, which has been a contributing factor to a continued low employee attrition of less than 3%.

“When we introduced WEM scheduling, engineers no longer had to worry about where they needed to be,” said LoBosco. “They could focus entirely on the customer. It removed unnecessary mental overhead and allowed them to perform at their best.”

All these changes gave engineers another boost: They gained a 90% increase in scheduled employee development time.

Measuring the impact of an experience breakthrough

The results of the Genesys support team leveling up its experience orchestration capabilities are significant, but the numbers only tell part of the story. The Genesys Cloud platform provides insight into routing that helps customers reach the right expert faster. Customer and employee experience and AI tools are natively integrated in the platform, making process updates easy using the architect workflow solution. And web messaging met the desire many customers have for digital engagement.

“This was a huge win because support engineers can handle those interactions asynchronously, which allows them to take advantage of multitasking,” said LoBosco.

Genesys realizes key benefits by leveling up

Along with the cost and time savings the Genesys support team is seeing since implementing its cloud solution, customer experience scores increased 20 points, demonstrating that efficiency gains did not come at the expense of service quality.

And AI-powered virtual agents and Agent Copilot with its auto-summarization capabilities are saving up to five minutes per interaction, leading to substantial time and cost savings across tens of thousands of interactions. These solutions also improve customers’ ability to self-serve and agents’ ability to promptly access information they need, respectively.

Employee engagement also improved, due in part to AI taking on some of the repetitive, mundane tasks, which increases efficiency and enables engineers to invest more time in both solving customer problems and upleveling their skills.

Another benefit of Genesys Cloud overall is that the platform allows the support team to be exceptionally nimble. If for example, there’s an issue in one region, the team can quickly route work to another without needing to pull in technical specialists.

And even as the number of Genesys Cloud customers using the platform has increased — to more than 6,500 customers as of January 31, 2025 — the Genesys support team is able to reduce the spend required to support those customers by using the platform itself.

Implementing Genesys Cloud has led to another important set of benefits, all related to sustainability, which is also a top priority for Genesys as an organization. The company has set goals of achieving carbon neutrality by 2030 and net-zero carbon emissions by 2040 as a signatory of The Climate Pledge.

Since all development for Genesys Cloud happens in the cloud, the company estimates that it can potentially avoid up to 22 metric tons of greenhouse gas emissions to the atmosphere each year based on switching its product support agents from using on-premises products onto Genesys Cloud. That’s equivalent to avoiding the emissions from consuming over 50 barrels of oil. Further, Amazon Web Services (AWS), the exclusive cloud provider for Genesys Cloud, matches 100% of the electricity it consumes in its operations with renewable energy sources, as cited in “Innovating Products and Services – The Cloud: Amazon Sustainability.”

Advancing to agentic AI and beyond

The Genesys support team is not stopping there. With a strong foundation in AI-Powered Experience Orchestration, the team is looking ahead to predictive engagement, advanced AI-driven routing, customer journey management and deeper augmentation with copilots.

“We’re moving toward a future where AI is embedded in every aspect of the support experience,” said LoBosco, reflecting on plans to build toward Level 5 of experience orchestration. “From virtual agents assisting customers to AI copilots empowering engineers, the goal is to make every interaction faster, smarter and more effective.”

With journey management and predictive routing and engagement, the team will now be able to anticipate customer needs even before they articulate them, further refining its proactive approach. Also on the roadmap are plans to use auto-summarization for all outbound calls, which is expected to shorten after-call work time and increase savings considerably.

As the Genesys support team adds Level 4 and 5 functionalities, customers will benefit not only with a continually better experience, but also by seeing solutions in action that they might want to implement themselves.

The team is already using Agent Copilot to guide support engineers through an escalated call. In the next phase, they’ll be using agentic AI capabilities, for example, to identify a customer as having a known issue, providing them with the needed information, and then automating the tagging of that case for future updates. They’ll also use agentic AI to identify if a client is referencing a specific outage and then guide the support engineer through the resolution process, as well as automate the alerting and creation of Genesys Cloud Collaborate rooms with specific users.

In terms of employee experience, the support team will be using agentic AI to allow individuals to interact and modify their schedules within specific rules and parameters, without needing to ask a manager or make a request through the workforce management system.

“The joy of being ‘customer zero’ is we get first access to new solutions as the product expands and gets into those higher levels,” said LoBosco. “We’ve already set ourselves up to embrace those new levels as they come. And our customers, in turn, get the benefit of seeing it all in action — bringing the art of the possible to life with continuous innovation.”

As Genesys itself has shown, with Genesys Cloud, the future of customer support is proactive and empathetic, AI-driven and agile, and seamlessly connected. And the rewards of experience orchestration go far beyond efficiency — they redefine what’s possible.

To learn more about the solutions featured in this case study, visit www.genesys.com.