Chatbots augment the customer experience

Artificial intelligence (AI)-powered chatbots can proactively connect with customers at exactly the right time. Chatbot technology lets you provide better, faster customer support. Customers use self-service for simple issues and agents are freed up to handle more complex interactions.

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Use bots to automate conversations across channels

As channels multiply, the number of real-time conversations grows. In fact, it’s estimated that by 2022, there will be 28.5% more real-time interactions than there are today. That kind of growth can seem unmanageable, especially if your agents already struggle to meet call volumes.

Plus, you have to consider budget. While adding more agents to the payroll is an option, at some point it becomes too expensive. After all, agents cost 25 to 75 times more than a self-service system.

Recent chatbot developments let you bridge that gap. Self-service has moved beyond automating routine tasks—especially with chat or messaging app channels. This allows you to take pressure off your agents while improving customer experience. Genesys AI powers self-service bots for personalised, customer-first service.

Plan and report on bots across all channels


Fast, personalised service

Chatbots offer immediate service at any time of day. And when built on a robust knowledge base, they can divert traffic away from live agents. That frees up your staff for more complex issues—without sacrificing personal customer service.

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Reduce cost per interaction

Not all interactions need to go to a live agent. Intelligent chatbots let you automate routine and frequently asked questions within a conversational format. This lets you deliver better experiences for a fraction of the cost of a typical interaction.

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Boost satisfaction and revenue

Engaging prospects at the right time is key. Building AI into your marketing strategy lets you pinpoint when users need help so you can reach out right away. Then you can create experiences that increase satisfaction and likelihood to buy.

Blueprint for success:

Design the perfect cloud contact centre solution with our CX blueprint tool.

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Build, manage and measure any bot

Deploying bots in silos creates disjointed customer experiences. Genesys orchestrates and measures bot experiences using built-in capabilities or third-party bots from Google, Amazon, IBM and more. When our bots send conversations to agents, it’s with full context for a seamless connection.

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Bring your own bot on any channel

Genesys offers AI flexibility. Maximise your investment with capabilities that work with other chatbot platforms from Google, Amazon, IBM and more. Whether you’re designing a function for voicebots, chatbots or messaging bots, the Genesys platform lets you build once and reuse on any channel.


Bring in agents at the right moment

Bots work best when they’re well-aligned with human agents. If needed, chat conversations can be seamlessly handed off to a live agent. When this happens, your agents also get access to all the information the bot has gathered, including contextual insight.

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Create a full experience

The Genesys platform gives you simple tools to build and measure the entire customer journey. And it’s not just with bot interactions. You can manage the whole customer experience across marketing, sales and service. Solutions in silos hurt your business. Bring everything together with Genesys.


Build on a platform that adapts

An open platform lets you link underlying technologies together and sync data across all channels. This gives you new ways to optimise customer and employee journeys with native and third-party software solutions. An adaptable platform grows with you—no matter how your business priorities change.

"We assumed that chatbots would provide a 30% reduction in call volume, but it actually exceeded our expectations. It’s important to have the possibility to escalate to an agent and give them the full journey view."

Head of Technical Operations and Customer Service Solutions


Feature-rich bots that work across AI

Create a conversational bot fast

Making a chatbot takes less time than you might think. In less than an hour, you can build a bot, equip it with a self-service option and make things like PCI-compliant bill payment easier for your customers.

Embrace natural language processing (NLP)

The beauty of modern bots is that they can communicate in a very human way. NLP enables both chatbots and voicebots to interact with humans naturally. This improves the customer experience without added strain on your agents.

Enjoy easy-to-use tools

Build, change and measure your experience across bots and agent experiences, using our built-in toolset and dashboard. See when and where chatbot interactions are the most useful. And learn when it’s time for interactions to go to a live agent.

Build once, use across channels

Chatbots aren’t limited to a single channel. Once built, a chatbot can be used on any text-based channel, including popular messaging apps like WhatsApp, Facebook Messenger, Apple Business Chat and more.

Let customers self-serve

Take some of the pressure off your agents. Chatbots answer routine questions before they escalate to an agent. And because bots use natural language processing, customer experience doesn’t suffer.

Count on bots with backup

Customers can engage with a chatbot first, but Genesys AI knows when to hand off to a live agent. At that point, conversations move to a human, along with all interaction details. A seamless transition is vital to maintaining customer engagement.

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Genesys named a Leader in Gartner
2020 Magic Quadrant for CCaaS

Placed furthest for Completeness of Vision

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Three ways chatbots improve customer experience

Three ways chatbots improve customer experience

Stop trying to replace your agents with chatbots—Forrester Report

Stop trying to replace your agents with chatbots—Forrester Report

ContactBabel Inner Circle Guide to AI, Chatbots & Machine Learning

ContactBabel Inner Circle Guide to AI, Chatbots & Machine Learning

Five things to consider when building chatbots

AI-powered automation: Essential tips for using voicebots and chatbots

See how natural language bots can help your business

Request a demo to see how chatbots and voicebots can work for you. Be there for customers at all hours and during peak times. Build a bot that can chat with customers and let AI move customers through interactions quickly and easily.

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