{"id":505100,"date":"2025-01-28T21:20:51","date_gmt":"2025-01-29T05:20:51","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/what-smart-companies-know-about-integrating-ai"},"modified":"2025-03-05T13:23:01","modified_gmt":"2025-03-05T21:23:01","slug":"what-smart-companies-know-about-integrating-ai","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/what-smart-companies-know-about-integrating-ai","title":{"rendered":"What Smart Companies Know About Integrating AI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]Does your<strong> 2025 to-do list<\/strong> include <em>customer experience transformation<\/em>? Of course, it does. You\u2019re an innovative CX leader who\u2019s poised to leverage the right technology to improve processes for your customers and employees. This year, it\u2019s all about AI integration \u2014 and how AI integration streamlines your existing systems.<\/p>\n<p>When a topic is as white hot as AI is right now, it\u2019s natural to feel excited about the possibilities and reluctant to get started. If you\u2019re asking yourself the following questions, you\u2019re not alone:<\/p>\n<ul>\n<li>Should I use AI?<\/li>\n<li>What&#8217;s the right first project with contact centre AI?<\/li>\n<li>How do I get started? Like really: <em>What\u2019s the first thing I should do?<\/em><\/li>\n<li>Will our data be secure?<\/li>\n<li>Are there vendors who can meet our privacy standards?<\/li>\n<li>Will customers be cool with our use of AI?<\/li>\n<li>Will my boss be cool with it?<\/li>\n<li>How am I going to build a business case for AI? What will this cost us?<\/li>\n<li>How much can we customise AI solutions that we buy?<\/li>\n<li>How much of this noise is hype? And how much can I trust is reality?<\/li>\n<\/ul>\n<p>Most business leaders are in the very early stages of implementing anything to do with generative AI. And there\u2019s a lot of doubt and uncertainty. Don\u2019t feel like you need to be an expert. There are some easy ways to get started when applying generative AI to significantly elevate the customer experience.<\/p>\n<h2>Go from Thinking About AI to Doing AI<\/h2>\n<p>The first step in taking AI to the next step is to identify a use case. Look for a place in the business that has a lot of manual, repetitive work \u2014 the kind of work that machines are really good at and humans tend to find tedious and time-consuming.<\/p>\n<p><strong>Remember:<\/strong> AI never gets bored; it never gets tired; it never gets sloppy or distracted.<br \/>\nIn your contact centre, a perfect place to look first is after-call (or chat) work.<\/p>\n<p>Human agents excel at solving problems. And you want them to be ready and available to help your customers solve problems the minute they contact you. But agents also need to take notes after each interaction for things like analytics, agent coaching and record keeping \u2014 in case the customer makes contact again on the same issue.<\/p>\n<p>But here\u2019s the thing: Your agents \u2014 with very few exceptions \u2014 likely don\u2019t enjoy doing after call work. Unlike AI, your agents <em>do<\/em> get tired, bored and distracted. And of course, they make honest mistakes like forgetting to include a note or a task.<\/p>\n<p>But the real time-sink in this is the fact that this work is \u201cafter\u201d call work. They can\u2019t do it concurrently while they\u2019re serving the customer, so none of that necessary work can start until after the interaction has disconnected.<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/get-started-generative-ai-101?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Generative AI<\/a> can work alongside human agents to summarise what occurred during an interaction as it happened \u2014 what was said, what actions were taken, what actions still need to be taken. This means that when an interaction with a customer ends, the agent\u2019s after call work is reduced from <em>creating<\/em> notes to <em>reviewing<\/em> notes generated by AI. The human agent is very much in the loop, providing feedback on the work the AI technology did and confirming that they agree with what AI captured.<\/p>\n<p>This work reduction results in time-spent reduction, too\u2026 reading what the machine has written, confirming the accuracy and moving on to the next customer with one click is much faster. Agents like this type of work; they believe it improves their outcomes and it keeps them happier at work. That\u2019s something all contact centre leaders value.[\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;551816&#8243; css=&#8221;.vc_custom_1741209295656{margin-top: 1.5em !important;margin-right: 1.5em !important;}&#8221;][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h5>What\u2019s in Store for AI in 2025<\/h5>\n<p>Five experts share their take on what&#8217;s driving CX and EX in the next year.<br \/>\n<strong>Spoiler:<\/strong> AI is a big part of it.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/www.genesys.com\/en-sg\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&ost_campaign=ft-blog\" target=\"_blank\" rel=\"\">Watch the webinar<\/a><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>Understanding All the Benefits of AI<\/h2>\n<p>We all know one primary benefit of <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/agent-copilot\" target=\"_blank\" rel=\"noopener\">agent-assist technology<\/a> is that it saves time in the contact centre. And when agents are back on queue faster, wait times are minimised and customers are happier \u2014 all without adding headcount.<\/p>\n<p>But time savings isn\u2019t the only benefit of AI working alongside your agents.<\/p>\n<p>A superpower of AI that humans can\u2019t manage to do nearly as well is completing all processes with consistency. AI will keep track of all the key points in the conversation, whether the interaction between agent and customer took 30 seconds or 30 minutes.<\/p>\n<p>A human agent could easily forget key actions and conversation points. But AI remembers.<\/p>\n<p>Your agent assistant will write without abbreviations \u2014 unless instructed to use them. It\u2019ll use numerals or spell out numbers every time if you\u2019d like. The AI copilot\u2019s notes have dates formatted the same way, every time. The direct result of consistent, clean data is better analytics as well as a deeper understating of what\u2019s really going on in your business.<\/p>\n<p>The powerful <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/customer-journey-management\" target=\"_blank\" rel=\"noopener\">journey management<\/a> and analytics options in a contact centre manager\u2019s toolkit today hinge on the precision and cleanliness of the incoming data. When AI take the notes, accuracy is no longer a key concern.<\/p>\n<p>Another key benefit of integrating AI into the workplace is <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/back-to-basics-workforce-engagement-management\" target=\"_blank\" rel=\"noopener\">improving employee satisfaction<\/a>. Agents don\u2019t like doing work that\u2019s highly regimented, heavily scrutinised and keeps them from hitting their goals. They want to serve a customer well and then move onto the next customer.<\/p>\n<p>Agents also don\u2019t want to struggle to piece together context from the incomplete notes of a previous customer interaction. When <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/creating-new-value-for-customers-with-generative-ai\" target=\"_blank\" rel=\"noopener\">AI handles the summarisation<\/a>, these challenges are a thing of the past. When agents need to refer to old notes, they know exactly what to expect because the format is identical to the format they review after each interaction. The useful data or insight they\u2019re looking for is there because AI captured it on the last interaction with the same customer.<\/p>\n<p>Finally, when agents are equipped with AI, training for a new role doesn\u2019t have to be as involved. Agents who are on-queue with knowledge surfacing and summarisation technology in their toolkits can spend more of their training time on developing soft skills, like relationship building and empathetic service to customers. They don\u2019t have to spend as much time learning how to look up information in a knowledge base, take notes or select a wrap-up code.<\/p>\n<h2>Don\u2019t Go It Alone: Long-Term Success with AI<\/h2>\n<p>The vendor landscape for generative AI is complex. There are point solutions of less known or uncertain origins; point solutions with dubious integration offerings; and all-in-one platform solutions that have only just begun to integrate AI. To be sure you\u2019re set up for success, consider a <a href=\"https:\/\/www.genesys.com\/en-sg\/customer-success\" target=\"_blank\" rel=\"noopener\">vendor with contact centre and customer experience expertise<\/a>.<\/p>\n<p>When looking for a contact centre AI technology partner, it\u2019s important to consider these five characteristics and capabilities.<\/p>\n<ol>\n<li><strong>Look for AI technology that\u2019s <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">native to the customer experience platform<\/a>.<\/strong> The technology should be integrated into the platform to power inbound, outbound, self-service, digital, voice and employee experiences. It\u2019s not a patchwork of disjointed acquisitions.<\/li>\n<li><strong>AI is used with purpose.<\/strong> The platform should encapsulate data transformation; machine learning processes; and multiple AI techniques drawn from <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/modern-contact-centre-ai-the-power-and-possibility\" target=\"_blank\" rel=\"noopener\">conversational, predictive, generative, prescriptive, and other AI disciplines<\/a>. You don\u2019t want a solution that\u2019s limited to a narrow set of use cases or techniques.<\/li>\n<li><strong>The technology is built with trust at the centre.<\/strong> <a href=\"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/122898\">AI ethics<\/a> should govern how the technology is used within the CX platform. Be sure the platform conforms to some of the most <a href=\"https:\/\/www.genesys.com\/en-sg\/company\/trust\">rigorous data, privacy and security protocols<\/a>. As AI elements are introduced, they\u2019re thoroughly tested to ensure they don\u2019t violate protections. Not every CX platform has AI ethics built into the foundation \u2014 from the point of ideation.<\/li>\n<li><strong>It&#8217;s easy to use.<\/strong> AI tools should enable better customer and employee experiences \u2014 out of the box. You can easily configure and optimise AI for your specific needs. Built-in analytics help you understand how AI is applied and whether it has the intended business impact. AI doesn\u2019t have to be a lengthy, costly science project.<\/li>\n<li><strong>Flexibility. <\/strong>Likely the most important feature in your AI partner is flexibility. When you\u2019re trying something new and learning as you go, there no greater asset than flexibility. Look for a product with an <a href=\"https:\/\/help.genesys.cloud\/articles\/add-an-ai-experience-bundle-to-your-subscription\/\" target=\"_blank\" rel=\"noopener\">AI bundle<\/a> designed with testing, trialling and pivoting in mind. And you want all the capabilities \u2014 from advanced chatbots to agent assist and beyond \u2014 included in the toolkit as a single offer. This allows you to get it all and leverage the capabilities how (and when) you need them.<\/li>\n<\/ol>\n<h2>Put Genesys AI on Your To-Do List<\/h2>\n<p>Every company approaches AI integration with different priorities and different in-house tools. The Genesys Cloud\u2122 platform includes built in AI tools that support your agents so you can support your customers \u2013 in the desktop they\u2019re already using, customisable to your use cases and brand voice, and with trust and security at its core.<\/p>\n<p>To learn more, check out this on-demand webinar to see <a href=\"https:\/\/www.genesys.com\/en-sg\/webinars\/cx-trends-in-2025-and-beyond?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">how AI will accelerate your customer and employee experience in 2025<\/a> and reach out to a knowledgeable Genesys Cloud expert <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">to get a demo<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]Does your 2025 to-do list include customer experience transformation? Of course, it does. You\u2019re an innovative CX leader who\u2019s poised to leverage the right technology to improve processes for your customers and employees. This year, it\u2019s all about AI integration \u2014 and how AI integration streamlines your existing systems. When a topic is [&hellip;]<\/p>\n","protected":false},"author":1058,"featured_media":504954,"template":"","tax_priority":[54],"tax_blogtype":[17756],"tax_blogcategory":[15928],"tax_contenttheme":[14902,14903],"tax_bundle":[15268],"tax_contenttheme2":[],"tax_capability_sitewide":[16201],"tax_products_programs":[16477],"tax_buying_job":[16651],"tax_buyer_persona":[16887,16919],"tax_sector":[],"tax_segment":[17079,17104,17125],"class_list":["post-505100","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-sg","tax_blogcategory-ai-and-machine-learning-en-sg","tax_contenttheme-improve-customer-experience-en-sg","tax_contenttheme-improve-employee-experience-en-sg","tax_bundle-genesys-ai-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_products_programs-genesys-ai-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_segment-smb-en-sg","tax_content_type-blog-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/1058"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505100\/revisions"}],"predecessor-version":[{"id":559961,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/505100\/revisions\/559961"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/504954"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=505100"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=505100"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=505100"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=505100"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=505100"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=505100"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=505100"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=505100"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=505100"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=505100"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=505100"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=505100"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=505100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}