Intelligent voice assistants improve marketing, sales and customer service

Move beyond IVR. Conversational voicebots understand language. And that lets them figure out what a customer means and why they’re engaging with you.

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Deliver high-quality support at scale with automated conversations

Put voicebots to work in your call centre. Artificial Intelligence (AI)-powered digital assistants engage with your customers using natural language. Customers can self-select through common questions and issues.
If something is too complex or needs a human touch, it’s passed to a live agent. The agent receives all context and details gained in the automated chat.

Voicebots also open up revenue growth opportunities through cross-selling and up-selling. They can make personalised recommendations based on customer history and preferences. Plus, the speed, accuracy and 24-hour availability of voicebots directly affects customer experience.

Make voicebots the first point of contact for your call centre

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Respond instantly

Improve response time by offloading common and repetitive tasks. Be more accessible with automated agents that are available 24 hours a day. Make interactions fast and simple for your customers.

Optimize call scripting

Personalise the conversation

Because they connect to back-end systems, voicebots have unlimited access to customer context. They can recognise customers, understand history and preferences, and predict next best actions.

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Bots with backup

Bots and humans work best when they work together. Voicebots pass customers—and all relevant information—to your live agents when needed. This improves customer service.

Whitepaper: How Conversational AI improves
customer service

Learn how AI automation and voicebots power the contact centre of the future

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Genesys voicebots make customer interactions easier

Unite skilled human agents and powerful AI. Bots collect interaction information, including history, intent and predicted next steps. That information populates the agent workspace, helping them work smarter and faster.

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Build once—deploy everywhere

Streamline bot development and deployment with predefined micro-apps. These handle specific tasks, such as bill payments or account admin.

Simply choose the micro-app you need, then drag and drop it to your voicebot. Designing once and deploying across channels drives consistent customer experience and operational efficiency.

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Bring your own AI

Choose your AI. You can use Genesys native AI or a third-party AI, such as Amazon Lex or Google Dialogflow. Or use both, depending on the interaction type.

Blend third-party AI with call centre automation and predictive routing to best address all your business needs. And you don’t have to lock yourself into a single vendor, technology or ecosystem.

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Find the right balance

Customer experience isn’t built on bots alone. Sometimes customer issues are too complex or they need to escalate to a human agent. Voicebots get calls—and associated context—to the best agent.

Your customers don’t have to repeat anything. And because voicebots analyse conversations in real time, they can guide agents during interactions.

Deliver omnichannel customer journeys

Make setup easy

Deploying a basic voicebot is easy enough. But deploying conversational voicebots across many business units with different priorities, routing flows, reporting and customer intent is more complex.

Making everything work together requires orchestration. Genesys manages this for you, so you can roll out voicebots without complication.

"During the spread of COVID-19, we found that the number of customer interactions increased two to three times than before. Genesys Cloud CX helps us in covering the extra volume of customer contact. We know we can’t keep adding agents in our contact centre facility. For us, automation — like voice or chatbot technology — is part of the self-service modernisation. With Genesys and Google Contact Centre AI, we found that we could use technology, like text-to-speech and automated speech recognition, to deliver new content faster. Google Dialogflow and Genesys Designer help us create new chat and call flows without having all the traditional knowledge. With the new agent desktop, our agents can now work faster during and after customer conversations. We could save one to two minutes per call."

K. Santhiphap Phoemmongkhonsap

Senior Director, Cloud and Digital

TOT Public Company Limited

Let AI-agnostic, ready-to-go voicebots give you a hand

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Conversational voicebots follow the journey

Deliver effective natural language processing (NLP) across many channels. Unify communications across phone calls, webchat, mobile messaging and smart speakers.

Give customers the right service

Blend voicebots with the power of live agents to make sure your customers get the right level of service at the right time.

No need to start from scratch

Maximise your existing investment. Blend AI from other vendors with the open AI platform from Genesys.

Resources

Four ways voicebots elevate call centre customer service

Four ways voicebots elevate call centre customer service

how to build a bot in an hour

How to build a bot in an hour

developing voicebots and chatbots

Five things to consider for developing voicebots and chatbots

Genesys and Google Cloud Contact Centre AI

Genesys and Google Cloud: Shaping the future of contact centre AI

See how natural language bots improve the customer experience

Request a demo to see how voicebots and chatbots can work for your business. Be there for customers at all hours and during peak call times. Leave hold music in the past and let AI move customers through interactions quickly and easily.

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