{"id":484370,"date":"2023-07-21T03:18:20","date_gmt":"2023-07-21T10:18:20","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/creating-new-value-for-customers-with-generative-ai"},"modified":"2023-07-20T03:31:24","modified_gmt":"2023-07-20T10:31:24","slug":"creating-new-value-for-customers-with-generative-ai","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/creating-new-value-for-customers-with-generative-ai","title":{"rendered":"Creating New Value for Customers with Generative AI"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Earlier this year,<\/a> we shared our thoughts on generative artificial intelligence (AI) and the considerations we\u2019re applying at Genesys to make this exciting innovation more secure for customers. Along with other forms of AI, we\u2019ve been using this transformative technology over the years as we put together the foundation for Experience Orchestration and in developing and evolving capabilities across our product portfolio.<\/p>\n

We already offer language generation within Exceed.ai<\/a>, which can auto-generate email content for leads and prospects based on existing information.<\/p>\n

Today, we\u2019re excited to extend AI-enabled content generation with the launch of auto-summarisation<\/a> \u2013 a new capability within the Genesys Cloud\u2122 Agent Assist<\/a> solution using generative AI.<\/p>\n

Using the power of Large Language Models (LLMs), auto-summarisation provides automatically generated summaries for agents to speed up their work following a voice or digital interaction. This new capability can preserve valuable insight \u2014 quickly and accurately \u2014 while delivering a new way to enhance service quality, track history, save time and ensure adhere to compliance requirements.<\/p>\n

In a recent survey of Genesys customers, we\u2019ve found that most contact centre agents can spend up to 3 minutes typing and editing notes from customer conversations. With Genesys Agent Assist auto-summarisation<\/a>, we\u2019ve found that this can be reduced to about 10 seconds in some cases. That\u2019s valuable time your employees could spend helping another customer or decompressing between tasks.<\/p>\n

Additionally, standardising conversation reporting can provide more consistency in capturing post-interaction data, which can be mined for insights using Genesys speech and text analytics<\/a>. Through these insights, you can easily uncover patterns and determine what drives customer behaviors to help inform future interactions. To ensure quality, employees can review and approve this content before making it a part of the customer\u2019s interaction record.<\/p>\n

Balancing Innovation and Safety in AI<\/h2>\n

At Genesys, we use a customer-centric approach<\/a> when applying generative AI to drive your customer experiences and help safeguard its use. Our intent is to ensure our solutions respond to your ongoing needs; adhere to strict standards for data, including how it\u2019s sourced and used; and offer predictability, quality and speed in responses; as well as other considerations.<\/p>\n

We\u2019ll continue to take a thoughtful approach \u2014 striking a balance between innovation and safety \u2014 as we explore more ways to enable you to deliver incredible experiences powered by transformative AI technologies.<\/p>\n

You can try auto-summarisation within Genesys Cloud Agent Assist through the Genesys AppFoundry\u00ae<\/sup><\/a>\u00a0Marketplace. And you can learn more about Agent Assist<\/a> online.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]Earlier this year, we shared our thoughts on generative artificial intelligence (AI) and the considerations we\u2019re applying at Genesys to make this exciting innovation more secure for customers. Along with other forms of AI, we\u2019ve been using this transformative technology over the years as we put together the foundation for Experience Orchestration and in […]<\/p>\n","protected":false},"author":287,"featured_media":479377,"template":"","tax_priority":[54],"tax_blogtype":[17761],"tax_blogcategory":[15939],"tax_contenttheme":[14850,14912,14913],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16658],"tax_buyer_persona":[16881,16900],"tax_sector":[],"tax_segment":[17096,17121,17123],"class_list":["post-484370","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-executives-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme-improve-employee-experience-en-gb","tax_contenttheme-level-up-your-technology-en-gb","tax_buying_job-job-2-solution-exploration-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/484370","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/287"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/484370\/revisions"}],"predecessor-version":[{"id":484378,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/484370\/revisions\/484378"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/479377"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=484370"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=484370"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=484370"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=484370"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=484370"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=484370"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=484370"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=484370"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=484370"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=484370"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=484370"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=484370"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=484370"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}