Serve customers across digital channels with chatbots

Chatbot hero

Save time and money with AI chatbots that span digital channels

Empower customers with self-service

Chatbots understand journey context and enable customer self-service across digital channels. Customers can easily find answers on their own — with friendly bot support.

Reduce contact centre costs

Let chatbots be the first point of contact for customers, reducing staffing costs in call centres. Bots answer common questions quickly and accurately, saving you money.

Help make agents more efficient

By fielding common requests and providing context for escalated issues, bots allow agents to focus on higher-value tasks, improving employee satisfaction and productivity.

Let chatbots be your customers’ first point of contact

Enhanced first-contact resolution

Multiple customers asking the same questions don’t always get a consistent level of service from live agents. But chatbots will happily deliver the correct answers every time.

Context-driven interactions

Add context to customer experiences by adding field-level validation and connecting with existing back-end or third-party systems to deliver more personalised experiences.

Natural language understanding

Automate interactions using natural language understanding (NLU), which enables AI to comprehend common chat vernacular. Intent Miner uses NLU to identify customers’ actual aims and help create smarter bots.

Embrace natural language processing (NLP)

Let customers self-serve

Supervised learning

Improve customer experiences over time with advanced machine learning. Bots continuously learn with human-in-the-loop monitoring and automatically labeled live customer data.

Bots liberate agents and let customers use self-service

Provide better, faster customer experiences and greater self-service support with chatbots. Let bots take the first queries and free up customer service agents to focus on more complex tasks. When a conversation needs to be escalated to a contact centre agent, automated chatbots know when to transfer the interaction, along with the full conversational context.

Powered by the Genesys AI platform, bots also enable contact centres to automate digital conversations with NLU, which comprehends customer intent. This leads to more intelligently orchestrated customer journeys that provide the right information — or direct queries to the right agents — at just the right moment.

Bring your own bots — or easily build from scratch

Our approach is centered around building an ecosystem for businesses in which they’re free to choose a bot platform and easily integrate it with our contact centre solution. This ensures a seamless customer experience (CX) across bot and human touchpoints. But the all-in-one capabilities of the Genesys Cloud CX™ platform make that unified CX goal even simpler to achieve, with powerful chatbot software already integrated and ready to use.

Build once, use across channels

Intent Miner reveals what customers want

Intent Miner, an integrated feature of Genesys Cloud CX, helps bot builders stop wasting time guessing at customer intentions. It uses AI to automatically surface intents from actual conversations and digital interactions, providing insights that bot authors can apply to improve native or third-party bots. The result is more accurate bots, deployed faster.

Customise with customer context

Add context to customer experiences by connecting with existing back-end or third-party systems to deliver intelligently optimised service. Bots collect and validate customer information — and continuously learn with automatically labeled live customer data — so they’ll get smarter over time.

Customers can engage with a chatbot first, but Genesys AI knows when to hand off to a live agent. At that point, conversations move to a human, along with all interaction details. A seamless transition is vital to maintaining customer engagement.

Get advanced chatbot features in a solution that works for you

See what else you can do with Genesys

Maximise efficiency and keep customers happy with chatbots

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