Make digital self-service easy with chatbots


Deliver a chatbot your customers will love to use

Use AI chatbots for 24/7 experiences

Enable around-the-clock self-service across digital channels. Use artificial intelligence (AI) to build friendly chatbots that understand and respond to your customers’ needs.

Reduce costs and improve satisfaction

Let chatbots be the first point of contact for customers. Bots answer common questions quickly and accurately, saving you money and improving customer satisfaction.

Create better connected experiences

Integrated chatbots make every conversation personal and intentional. Customer and journey insights add context and guidance for connected experiences that never leave a customer at a dead end.

Automate conversations between your brand and your customers


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 and personalisation

Add context and personalisation by leveraging journey insights, customer characteristics and transactional history to create chatbots that make every customer feel special.

Natural language understanding

Integrated natural language understanding (NLU) uses AI to identify intent from customer conversations, and applies semantic search for automatic information retrieval.

Intuitive visual flow builder

Create smart bots using an intuitive drag-and-drop flow builder that comes equipped with built-in dialog management and natural language processing (NLP) features.

Engaging and interactive

Enable interactive experiences with integrated knowledge and rich media. Make conversations engaging by using digital menus, images and videos to give digital conversations visual impact.

Integrated analytics

Improve experiences over time using integrated reports to guide optimisation strategies. You’ll gain insights into the quality of bot responses and overall performance.

Improve CX and self-service with engaging, personalised bots

Provide better, faster self-service by adding engaging, personalised AI-powered chatbots to your customer journey. Let your chatbot capture information, answer user questions and provide basic transactional support before engaging agents. And when a transition is needed to a contact centre live chat or phone agent, make sure it’s seamless with full conversational context intact.

Powered by Genesys Cloud AI, bots use NLU to understand customer intent, automatically identify the right information or direct the question to the right agent — at just the right moment.

Build a bot into your journey — or bring your own

The all-in-one capabilities of the Genesys Cloud™ platform make it simple for businesses to achieve goals for a unified customer experience using powerful chatbot technology that’s already integrated and ready to use. You can easily integrate third-party bot platforms with our contact centre solution, ensuring a seamless experience across bot and human touchpoints.

Build a bot with ease

Bot development should be easy. Build a bot directly into Genesys Cloud CX™, taking advantage of easy access to journey and customer data, NLU, drag-and-drop conversation flows, and built-in analytics. Deploy on any supported digital channel such as web messenger, SMS or social media.

Reveal what customers want with Intent Miner

Intent Miner, an integrated feature of Genesys Cloud CX, eliminates the need for bot builders to waste 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.

Make engaging and intelligent chatbots

Integrated, AI-enabled knowledge enables bots to respond to questions with engaging information that can include images, video and other interactive content. Keep the conversation easy to navigate with digital menus.

Customise with customer context

Add context to customer experiences by connecting with existing back-end or third-party systems to deliver optimised service. Bots collect and validate customer information — and continuously learn with automatically labeled live customer data — to build a knowledge base and grow smarter over time.

Bring your own bot

For those who are using third-party AI or already have a digital bot in production, the Genesys Bot Connector makes it easy to integrate your bot into Genesys Cloud CX so you can interact conversationally with customers. Add up to five third-party bot integrations with the Genesys Bot Connector, which includes analytics that display native and third-party bots side by side.

Bots and humans are better together

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

See what else you can do with Genesys

Maximise efficiency and keep customers happy with chatbots

See how natural language bots help your business

Request a demo to see how AI chatbots and voicebots can work for you. Be there for customers at all hours and during peak times. Build a new chatbot that can chat with customers and let AI move customers through interactions quickly and easily.

Thank you for your interest.

We’ll contact you directly to set up a date and time that works with your schedule.

Frequently asked chatbot questions

What types of chatbots are there?

There are a number of different types of chatbots that businesses can use. The simplest are menu- or button-based chatbots, which offer users access to a fully scripted menu where their specific questions can be answered. A menu-based bot is basically a user interface for a decision tree; the chatbot can’t deviate from the script.

Rules-based chatbots are slightly more complex, using if/then logic to simulate actual conversation. If your service team encounters a number of specific questions again and again, a rules-based bot is useful for answering them.

AI-powered chatbots are another step up the ladder. They use tools like large language models (LLMs) and machine learning to grow in real time, even going so far in the case of the best AI chatbots as to ask questions to get more information from end users.

What does an AI chatbot do?

An AI chatbot is a software application that uses artificial intelligence to simulate human conversation. It can answer customer queries, provide information, carry out tasks like booking appointments or processing orders, and learn from interactions to improve its responses over time.

How can AI chatbots improve user experiences?

AI chatbots can enhance user experiences by providing instant responses, being available 24/7, offering personalised interactions based on user history and freeing up human agents to handle complex issues. By learning from interactions, they can also improve their performance over time, leading to more accurate and helpful responses.

What makes a good AI chatbot?

A good AI chatbot should accurately understand user queries, provide relevant and correct responses, handle a wide range of topics, and learn from interactions to improve over time. It should also provide a user-friendly experience, handle errors gracefully and, where necessary, seamlessly transfer the conversation to a human agent.

Can AI chatbots effectively handle complex customer inquiries?

An AI chatbot handles more than just simple automation. Through its deep learning capabilities, it can go beyond a simple script. It uses natural language understanding and natural language processing to identify new customer queries, understand them and respond.

If a customer query is too complex or unique for the AI bot to handle on its own, it seamlessly transitions the query to a human agent, providing the context and customer information the agent needs to be able to quickly and easily help. This is one reason AI chatbots can also be referred to as virtual assistants or virtual agents.

How do AI chatbots improve over time?

One of the most important benefits of an AI chatbot is that they can get better at managing interactions over time. Part of this includes leveraging improvements to the knowledge base, acting as a guiding force to ensure the chatbot stays within a company’s guidelines. Continuing to provide training data, such as historical conversations, can also aid the bot in better anticipating what questions to expect. This will help the chatbot perform better around utterances, which can vary tremendously, and the true intent from interactions.

AI bots can identify and understand new inputs using natural language understanding and natural language processing capabilities. Machine learning allows the bot to analyse data and find patterns, while admins can go in and perform manual improvements such as perfecting missing utterances that are highlighted.