Enhance customer service with virtual assistants
Provide better self-service support. With natural language understanding, bots can grasp customer intent and seamlessly transition to a live agent.
Provide better self-service support. With natural language understanding, bots can grasp customer intent and seamlessly transition to a live agent.
Support omnichannel journeys with conversational voicebots
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Leverage the Genesys Cloud native Dialog Engine Flow Builder to add voicebots or chatbots to support any digital channel. Easily tap into Genesys AI and third-party data to add context to every interaction. For those with an existing AI investment, Genesys Cloud can orchestrate bots using Genesys AI for a seamless customer experience.
20%
<1%
300%
Enable customers to self-serve via their preferred voice and chat channels. Build and customise chatbots and voicebots easily within one interface.
With our digital assistant, we can quickly service many customers online, eliminating 15% of inquiries that would otherwise have escalated to a call with an agent. At six minutes handle time per call, that’s a massive savings. And we’re achieving a 40% deflection success rate with our IVR.
— Chrissy Vining, Director of Customer Success, Uplift
We’ve seen a two-point jump in NPS, which shows you can introduce conversational AI without sacrificing the customer experience. This innovation was always about being able to better service customers on the channel of their choice, which for many is still voice.
— Luke Hymann, Product Manager, Conversational Commerce, Woolworths
Our voicebots have been a huge win, correctly matching from a list of 30 different intents in over 80% of cases, now, our agents spend less time on the phone and resolve more queries first time.
— Nicole Thomas, VP Customer Care Centre, Coca-Cola Bottlers’ Sales and Services
