Artificial intelligence and automation

Gain the immediate benefits of AI and customer self-service

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Personalise customer experiences at scale

Transform your contact centre to maximise efficiency while delivering experiences your customers will love. Artificial intelligence (AI) and automation tools are making agents’ jobs easier, boosting revenue and growing customer loyalty. Discover how predictive engagement can optimise omnichannel journeys by anticipating what customers want. And gain the immediate benefits of bots and other automation tools that help customers find solutions on their own.

77.4%

of organisations believe AI will positively affect customer operations

NTT, 2020

75-90%

of queries will be handled by chatbots by 2022

Juniper Research, 2020

41%

of consumers prefer using a voice assistant to automate their routine shopping tasks

Capgemini, 2018

Optimise experiences for customers and employees

Genesys AI

Deploy industry-leading AI to orchestrate and personalise omnichannel customer journeys at scale.

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Predictive routing

Use AI to match customers to the employees most likely to deliver the best service and KPIs in real time.

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Voicebots

Build voicebots with natural language understanding (NLU) and automate more voice conversations.

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Chatbots

Let customers find answers fast with chatbots that understand their engagement history across channels.

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Predictive engagement

Use predictive engagement to engage the right customers at the right time with the best offers or advice.

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Customer self-service

Elevate customer self-service interactions across voice and digital channels with natural language and blended AI.

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Interactive voice response (IVR)

Drive better customer experiences while making your business more profitable with Genesys call centre IVR.

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Digital customer engagement

Give customers and employees the easy, familiar digital channels they prefer and use every day.

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Choose the right solution for your intelligent automation goals

Genesys Cloud CX

The Genesys Cloud CXâ„¢ all-in-one cloud contact centre solution enables you to automate customer experience (CX) operations with native AI and self-service tools.

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Our customers succeed with Genesys AI and automation

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

— Anders Braten, Technical Operations and Customer Solutions, DNB

Read the story

The greatest impact of Genesys Cloud CX was how easily we could control the customer experience. We added new messages to our IVR in just minutes — almost unheard of in our industry. And we did this without relying on IT experts.

— Ian Roberts, Customer Care Operations Leader, Quicken

Read the story

2022 Gartner® Magic Quadrant™ for Contact Centre as a Service

A CCaaS solution has
long-term implications.
Choose a consistent leader.

Genesys named an eight-time Leader in Magic Quadrant for CCaaS – And ranked #1 in 3 out of 5 Critical Capabilities Use Cases

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Explore the potential of AI and personalised self-service

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Gartner® Magic Quadrant™ for 2022 Contact Centre as a Service

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Enriching human connections with AI

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Practical guide to mastering bots

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Economist Impact study: AI comes of age

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Embrace the future of CX automation

Today’s call centre doesn’t need to be a cost centre. With AI and automation technologies, you’ll gain the ability to deliver customer and employee experiences effectively, efficiently — and profitably. Request a demo to see how Genesys can help you provide greater customer self-service and intelligently optimised CX.

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About Genesys

Every year, Genesys® orchestrates billions of remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty.

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