{"id":606490,"date":"2025-11-21T11:24:56","date_gmt":"2025-11-21T19:24:56","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/5-brands-using-ai-to-deliver-empathetic-efficient-experiences"},"modified":"2025-12-01T21:51:37","modified_gmt":"2025-12-02T05:51:37","slug":"5-brands-using-ai-to-deliver-empathetic-efficient-experiences","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/5-brands-using-ai-to-deliver-empathetic-efficient-experiences","title":{"rendered":"5 brands using AI to deliver empathetic, efficient experiences"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]Leading organisations across industries and geographies are redefining what customer experience (CX) means in the age of AI. These frontrunners are using AI to create richer, more human experiences at every touchpoint. They\u2019re orchestrating seamless, personalised journeys<\/a> that are strengthening human connection \u2013 not replacing them.<\/span><\/p>\n

Far beyond simply automating repetitive tasks, these organisations are using AI as a copilot that enables their CX employees<\/a> \u2013 including agents, developers, and supervisors \u2013 to focus on meaningful conversations, actions, and projects that build trust and strengthen relationships whilst driving greater business outcomes.<\/span><\/p>\n

The impact is clear: From reducing handle times and routing errors to streamlined journeys and simplified processes, these forward-thinking organisations demonstrate how intelligent automation and predictive insight can elevate empathy; empower teams; and deliver measurable results across customer satisfaction, employee engagement, and business performance.<\/span><\/p>\n

Their strategies \u2013 and outcomes \u2013 show that when AI is designed to augment CX employees, the result is a more agile, human, and future-ready customer experience. AI becomes a driver of both business performance and deeper customer connection<\/a>.<\/span><\/p>\n

Leading organisations, including AIA New Zealand, Best Buy Canada, Emtelco, Oldenburgische Landesbank (OLB) and The Salvation Army Australia exemplify what it means to use AI to orchestrate more responsive, empathetic experiences.<\/span><\/p>\n

Explore their stories to learn how these organisations are redefining customer experience in the age of AI<\/a> \u2013 and how your business can do the same.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Empowering Healthier Connections Through Smarter Experiences<\/span><\/h2>\n

AIA New Zealand Limited is on a mission is to help make New Zealand one of the healthiest and best-protected nations globally. Hindered by legacy technology, the life and health insurer migrated to AI-powered CX Cloud from Genesys and Salesforce to help achieve its goals. AIA New Zealand has streamlined its operations, freeing up resources and transforming its customer experience as a result, reducing average handling time (AHT) by over 20% and increasing customer satisfaction (CSAT) by 7%. <\/span><\/p>\n

Get the full story.<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Transforming Retail Service with AI and Real-Time Insights<\/span><\/h2>\n

Best Buy Canada is setting a new standard for retail industry customer engagement, delivering next-level experiences by streamlining service operations through AI, automation, and real-time insights. Since implementing the Genesys Cloud\u2122 platform, the retailer has seen a 20% reduction in overall operating costs; decreased average handle time by 19% and time spent in the IVR by 38%; and reduced call transfers by 40%.<\/span><\/p>\n

Learn more about the approach.<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Enriching Every Interaction with AI and Empathy<\/span><\/h2>\n

Emtelco, strategic partner for mobile solution providers, is using Genesys Cloud AI to deliver next-level customer experiences with faster, more intuitive self-service and tailored support \u2013 whilst freeing employees from repetitive tasks and enabling them to focus on critical thinking, empathy, and complex problem-solving. Nearly half of transfers are directed to self-service channels, 34% of self-service interactions are resolved on first contact, and there\u2019s a 12% reduction in misrouted contacts.<\/span><\/p>\n

Read the full story.<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Creating Smarter Service Through Predictive Intelligence and Personalisation<\/span><\/h2>\n

Oldenburgische Landesbank (OLB), a privately owned former regional bank, transformed from a traditional branch-first institution into a modern, omnichannel digital bank using Genesys Cloud. By introducing AI-powered predictive routing, workforce management, and digital channels like WhatsApp and live chat, OLB achieved a 15% reduction in wait times, a 5-point boost in transactional Net Promoter Score, and 5-10% efficiency gains. The bank now delivers a faster, more personalised service whilst empowering employees with intelligent tools.<\/span><\/p>\n

Get the full details.<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

Inspiring Change with Smarter Tech and More Human Service<\/span><\/h2>\n

Salvation Army Australia levelled up its experiences, serving more people in need with more empathy and effectiveness, by moving from a disjointed contact centre stack to the Telstra Contact Centre Genesys Cloud platform. The organisation has bolstered employee engagement, improved client satisfaction, and increased its NPS. A callback feature has gained near-universal acceptance and the rollout of web messaging has earned instant engagement from younger Australians. <\/span><\/p>\n

See how Salvation Army Australia made it happen.<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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