Artificial intelligence for customer service automation
Gain the immediate benefits of AI in your contact centre
Gain the immediate benefits of AI in your contact centre
Genesys Cloud AI brings together multiple artificial intelligence (AI) disciplines in a single platform to power exceptional customer and employee experiences. Conversational AI services with generative AI enable automation with a human touch. Predictive AI equips your team with deeper customer insights for personalisation and accurate forecasts to improve workforce planning. And the simplicity of implementing and maintaining a turnkey solution reduces cost and complexity.
Artificial intelligence for the contact centre can transform your entire customer experience (CX) strategy. Maximise efficiency while delivering experiences that grow customer relationships. Make agents’ jobs easier, boost revenue and grow customer loyalty.
A modern CX platform with embedded AI capabilities empowers you to deliver truly personalised experiences at scale, across global regions. AI-powered predictive engagement identifies customers’ behaviour patterns to predict segments and outcomes. Those predictions can drive automated offers and more personalised conversations.
Conversational AI lends a human touch to self-service by listening, understanding and engaging through natural language. AI enables deeper personalisation with unique customer insights. And because AI understands and predicts intent, it can help customers reach better resolutions faster. AI can recognise when an interaction needs human support and then pass conversational history and insight to the agent.
The success of your CX strategy depends on your workforce. An AI-enabled workforce engagement management (WEM) solution can support, motivate and empower your team to deliver on your brand promise.
Smart process automation and real-time support for live agents streamline the experience so your team can focus on your customers. The predictive power of AI equips managers with smarter workload forecasts to achieve work-life balance without jeopardising service levels. And with speech and text analytics, you can pinpoint each agent’s development needs for more personalised coaching. Gamified performance management and deeper customer insights provide the tools to keep your team focused and engaged.
Automation reduces the burden of simple, repetitive tasks. Smart automation does much more. It leverages your customer, employee and interaction data to drive real-time action and simplify workflows. That improves the user experience and optimises efficiency.
Genesys Cloud AI makes it easy to achieve those transformative results. Embedded AI models, automated data preparation, human-in-the loop optimisation and automated machine learning pipelines enable you to apply AI without a team of data scientists. Intuitive interfaces built for business empower your team with full control over AI configuration. And embedded analytics enable them to clearly understand and optimise outcomes.
AI can generate exceptional value, but only if it’s built on an ethical foundation you can trust. Genesys follows strict AI ethics guidelines that safeguard your business by applying AI with a purpose, adhering to data standards and addressing bias.
AI capabilities are native to the platform, so they adhere to rigorous standards for security, privacy, transparency and fairness. Privacy design principles protect customer and employee data and your intellectual property. Explainability and transparency offer insight into how the algorithms are applied. That equips your team to understand the impact on your operation and maintain control over the outcomes.
Artificial intelligence in the call centre can automate workflows and conversations, enable smart personalisation and improve efficiency. AI Experience combines bots, knowledge, predictive engagement, predictive routing and agent copilot into a single offering. These capabilities are designed to work together and, when used as a complete AI solution, amplify the value realised.
Artificial intelligence amplifies the impact of workforce engagement management by automating processes and equipping managers with actionable insights and analytics. Accurate forecasts and flexible scheduling ensure you’ve got the right people in place to meet demand. And AI leverages your interaction data to ensure quality and compliance.
Easily enable 24/7 self-service with Genesys Cloud AI. Create personalised digital or voice-based automatic conversations that never leave a customer at a dead end.
The platform delivers integrated native AI capabilities and results for a wide range of customer and employee experience use cases. Power inbound, outbound, self-service, digital, voice and employee experiences without patchworked point solutions.
Genesys Cloud AI is ready to use out of the box. It eliminates typical barriers to AI adoption. Easily configure and optimise AI capabilities for your needs. Realise value immediately without the need for in-house AI specialists or a time-consuming science project.
The Genesys approach to AI is thoughtful, ethical and designed to maximise value. All AI elements are built into a secure foundation. Thorough testing ensures they meet rigorous standards for security, transparency and data governance.
Getting value from AI tools shouldn’t take an army of data scientists and developers. It should be easy, fast and reliable. With a turnkey solution purpose-built to elevate customer and employee experiences, you can realise value from the start. Request a demo to see how Genesys can help you provide greater customer self-service and optimised CX.
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Automating customer support can offer several benefits. It can increase efficiency by handling routine queries, freeing up agents to handle more complex issues. It can provide 24/7 support, improve response times and reduce operational costs. Moreover, it can help gather customer data for insights and offer personalised experiences.
Genesys can provide information and answer any questions you might have about automated customer service. Chances are, you may already be leveraging AI to automate conversations, summarise customer calls, apply speech and text analytics, and more.
Genesys Cloud AI uses conversational AI, generative AI and predictive AI. Together, these embedded capabilities enable meaningful personalised conversations (digital and voice) between people and brands. They also automate customer service and enable better employee outcomes.
Through multiple forms of predictive modelling, Genesys Cloud AI calculates predictive outcomes and automates key decisions. Genesys Cloud AI uses natural language processing and NLU, generative AI, entity recognition and other extractive techniques to find new meaning in conversational data.
Artificial intelligence (AI) is a powerful business tool for building and curating better, more personalised customer experiences, and customer service is a big part of that. AI technology allows virtual agents to communicate clearly to help get to the heart of customer issues and, if possible, provide a solution. Taking on these relatively simple customer inquiries takes them off the plate of live agents, boosting agent productivity and cutting wait times for customers.
And when a person does need to step in, AI helps to make the handoff process smoother and easier for your customer service team and the customer in need alike. Artificial intelligence can match the customer’s issue with the agent best suited to handle it fast, whether that means an expert in the subject or whoever’s available first — or somewhere in between.
There’s a host of other ways AI can improve your customer service offerings as well. It can directly support agents by surfacing information and by providing prompts and post-call wrapups to take things off agents’ plates. Additionally, AI can provide sentiment analysis of your customers, and it can help with planning for contact centre supervisors.
AI is key to providing the highest possible level of customer satisfaction in today’s business landscape.
When your business is preparing to embark on your transition to an AI call centre, there are a few steps you should definitely take.
Decide what problem you’re solving
Don’t just implement AI because it’s a buzzword. What issues are you experiencing in customer service? What are the gaps you need to fill? Where are customers suffering?
Auditing your status quo will put you in a much better position to understand what needs to change and how.
Identify the platforms most likely to solve that problem
Answering those questions will allow you to more easily identify the best AI platform for your unique needs. Research is key — don’t just pick based on price, because in many cases you get what you pay for. Try out your options, take demos and talk to experts.
Create a training and onboarding plan
Implementing AI is a big change for any business — don’t expect it to be a magic bullet. Your agents need to know how it’s going to support them and how to use it. Your leaders need to know how they can provide support to make the change go smoothly.
Evaluate and adjust
Don’t assume that even if everything goes well, implementation will be a set-it-and-forget-it matter. Set KPIs, and assess success of your implementation based on those figures. If you find that the problems you started out with aren’t getting solved, adjust your tactics accordingly.
There are a number of ways in which generative AI can be used to improve your business’s customer service. AI can use large language models (LLMs) to automate customer conversations with precision to help solve more routine issues. Generative AI can also understand customer inputs more easily, extracting meaning from text through sentiment. Additionally, auto-summarisation means that live agents don’t have to spend as much time on menial tasks, instead being able to focus on their work.
When looking for a call centre AI solution, there are a number of things to look out for. Every business is different, of course, but there are general pros and cons to be aware of. Artificial intelligence is complex, and can be hard to manage if you aren’t an expert. That makes support critical.
There are a couple ways that can bear out when you buy an AI contact centre solution. One is whether or not your solution is going to remain cutting edge over time. Some AI solutions will require new software and hardware as time goes on, and implementation can be a challenge. Others (like Genesys Cloud) are constantly and automatically updated with new features without requiring maintenance of any kind on the customer side.
You also need to consider whether your vendor is a true partner or just selling a product. An AI call centre solution may be described as turnkey, but in order to get the most out of your investment onboarding and your knowledge base are key. It’s worth seeing whether your potential solution comes with a quality customer success program.
