Artificial intelligence for customer service automation

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Transform your contact centre with Genesys AI

Genesys AI brings together multiple artificial intelligence (AI) disciplines in a single platform to power exceptional customer and employee experiences. Conversational AI services with generative AI enable automation with a human touch. Predictive AI equips your team with deeper customer insights for personalisation and accurate forecasts to improve workforce planning. And the simplicity of implementing and maintaining a turnkey solution reduces cost and complexity.

Realise AI value faster

Embedded and ready out of the box, Genesys AI delivers value from Day One. Minimise expensive point solutions and empower your whole team with simple user interfaces.

Build customer loyalty

Become your customers’ top choice. Anticipate their needs and provide personalised service that differentiates your brand across every interaction.

Elevate employees with AI

Automate tedious tasks with call summarisation, forecasting and scheduling. Help employees provide the right answer with intent-based knowledge surfacing.

Orchestrate seamless, personalised experiences

Artificial intelligence for the contact centre can transform your entire customer experience (CX) strategy. Maximise efficiency while delivering experiences that grow customer relationships. Make agents’ jobs easier, boost revenue and grow customer loyalty.

Get beyond basic personalisation

A modern CX platform with embedded AI capabilities empowers you to deliver truly personalised experiences at scale, across global regions. AI-powered predictive engagement identifies customers’ behavior patterns to predict segments and outcomes. Those predictions can drive automated offers and more personalised conversations.

Conversational AI lends a human touch to self-service by listening, understanding and engaging through natural language. AI enables deeper personalisation with unique customer insights. And because AI understands and predicts intent, it can help customers reach better resolutions faster. AI can recognise when an interaction needs human support and then pass conversational history and insight to the agent.

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Create a customer-focused workforce

The success of your CX strategy depends on your workforce. An AI-enabled workforce engagement management (WEM) solution can support, motivate and empower your team to deliver on your brand promise.

Smart process automation and real-time support for agents streamline the experience so your team can focus on your customers. The predictive power of AI equips managers with smarter workload forecasts to achieve work-life balance without jeopardising service levels. And with speech and text analytics, you can pinpoint each agent’s development needs for more personalised coaching. Gamified performance management and deeper customer insights provide the tools to keep your team focused and engaged.

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Automate smarter in real time

Automation reduces the burden of simple, repetitive tasks. Smart automation does much more. It leverages your customer, employee and interaction data to drive real-time action and simplify workflows. That improves the user experience and optimises efficiency.

Genesys AI makes it easy to achieve those transformative results. Embedded AI models, automated data preparation, human-in-the loop optimisation and automated machine learning pipelines enable you to apply AI without a team of data scientists. Intuitive interfaces built for business empower your team with full control over AI configuration. And embedded analytics enable them to clearly understand and optimise outcomes.

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Protect your business with AI ethics

AI can generate exceptional value, but only if it’s built on an ethical foundation you can trust. Genesys follows strict AI ethics guidelines that safeguard your business by applying AI with a purpose, adhering to data standards and addressing bias.

AI capabilities are native to the platform, so they adhere to rigorous standards for security, privacy, transparency and fairness. Privacy design principles protect customer and employee data and your intellectual property. Explainability and transparency offer insight into how the algorithms are applied. That equips your team to understand the impact on your operation and maintain control over the outcomes.

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Personalise and automate CX with AI Experience

Artificial intelligence in the call centre can automate workflows and conversations, enable smart personalisation and improve efficiency. AI Experience combines bots, knowledge, predictive engagement, predictive routing and agent assist into a single offering. These capabilities are designed to work together and, when used as a complete AI solution, amplify the value realised.

Predictive routing

Say goodbye to labor-intensive and static routing rules. Instead, automatically match customers with the agent best suited to meet their needs while optimising a targeted KPI.

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Predictive engagement

Analyse web visitors’ behavior to understand intent and predict outcomes. Use that insight to automate proactive engagement with targeted information and offers. And empower agents with a full view of the customer journey.

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Knowledge

Automatically deliver the right information to customers and agents at the point of impact. Measure knowledge effectiveness across channels and touchpoints for continuous optimisation.

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Agent assist

Agents receive real-time support during conversations with contextual information drawn from knowledge. Post-interaction, generative AI automatically summarises the conversation for clear, consistent documentation.

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Chatbots

Let customers find answers or complete transactions at any time with personalised, interactive chatbots that know journey history and understand intent.

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Voicebots

Build voicebots with natural language understanding (NLU) and automate voice conversations without complex IVR menus. Easily transition to live support to create efficiency without dead ends.

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Boost performance and motivate employees

Artificial intelligence amplifies the impact of workforce engagement management by automating processes and equipping managers with actionable analytics. Accurate forecasts and flexible scheduling ensure you’ve got the right people in place to meet demand. And AI leverages your interaction data to ensure quality and compliance.

Conversational intelligence

Automatically analyse 100% of your customer-agent conversations. Gain new insights through sentiment analysis and topic trends. Highlight areas for improvement and better understand customers and employees.

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Forecasting and planning

Streamline resource management with a single comprehensive tool. Create data-driven resource plans and implement them with AI-powered automation to empower agents and managers to achieve outstanding results.

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Quality assurance

Use your interaction data to improve performance and quality metrics. With AI-generated insights, you can spot patterns of excellence and opportunities for improvement, then identify and understand root causes.

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Performance management

Improve performance and reduce employee turnover with personalised training. Use AI to pinpoint each agent’s specific knowledge and skill gaps. Gamification motivates agents with real-time metrics and personalised goals.

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Automate self-service conversations

Easily enable 24/7 self-service with Genesys AI. Create personalised digital or voice-based automatic conversations that never leave a customer at a dead end.

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Make it easy to realise AI value

Purpose-built for CX

The platform delivers integrated native AI capabilities and results for a wide range of customer and employee experience use cases. Power inbound, outbound, self-service, digital, voice and employee experiences without patchworked point solutions.

Turnkey and easy to use

Genesys AI is ready to use out of the box. It eliminates typical barriers to AI adoption. Easily configure and optimise AI capabilities for your needs. Realise value immediately without the need for in-house AI specialists or a time-consuming science project.

Trusted, proven and secure

The Genesys approach to AI is thoughtful, ethical and designed to maximise value. All AI elements are built into a secure foundation. Thorough testing ensures they meet rigorous standards for security, transparency and data governance.

See what our customers have to say

Now we’ve got the foundational capabilities in place. We’re already seeing the benefits in terms of technology infrastructure and savings, and improved agent and customer experience. And we can do some really cool things around predictive routing, natural language, speech analytics and introducing other channels.

— Robin Vallango, Vice President, Customer Care Technology, Alight Solutions

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The three traits consistently ranking highest in our customer sentiment analysis are listening, kindness and professionalism. Our agents greatly enjoy the new self-evaluation tools and can monitor their own performance and development against targets, which they couldn’t do before.

— Gaëlle Bissey, Quality Manager, Customer Operations, Sage France

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The power and possibility of AI

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AI Ethics Guidelines

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Generative AI 101

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Five ways leading brands use AI

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Explore how AI can help you

Getting value from AI tools shouldn’t take an army of data scientists and developers. It should be easy, fast and reliable. With a turnkey solution purpose-built to elevate customer and employee experiences, you can realize value from the start. Request a demo to see how Genesys can help you provide greater customer self-service and optimized CX.

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What are the benefits of automating customer services?

Automating customer support can offer several benefits. It can increase efficiency by handling routine queries, freeing up agents to handle more complex issues. It can provide 24/7 support, improve response times and reduce operational costs. Moreover, it can help gather customer data for insights and offer personalised experiences.

Are you ready to try automated customer service?

Genesys can provide information and answer any questions you might have about automated customer service. Chances are, you may already be leveraging AI to automate conversations, summarise calls, apply speech and text analytics, and more.

What types of artificial intelligence does Genesys AI support?

Genesys AI uses conversational AI, generative AI and predictive AI. Together, these embedded capabilities enable meaningful personalised conversations (digital and voice) between people and brands. They also automate customer service and enable better employee outcomes.

Through multiple forms of predictive modeling, Genesys AI calculates predictive outcomes and automates key decisions. Genesys AI uses natural language processing and NLU, generative AI, entity recognition and other extractive techniques to find new meaning in conversational data.

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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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