{"id":591067,"date":"2025-09-02T16:50:40","date_gmt":"2025-09-02T23:50:40","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/powering-next-level-experiences-with-ai"},"modified":"2025-09-02T17:18:11","modified_gmt":"2025-09-03T00:18:11","slug":"powering-next-level-experiences-with-ai","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/powering-next-level-experiences-with-ai","title":{"rendered":"Powering Next-Level Experiences with AI"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=”” el_class=”d-none”]Customer experience (CX) isn\u2019t just a solution we deliver \u2014 it\u2019s the heart of how businesses thrive. And we\u2019ve heard from our customers that innovation isn\u2019t just about the products we provide, it\u2019s also about continually leveling up our own customer support capabilities to meet their expectations.<\/span>[\/vc_column_text][vc_column_text css=””]At Genesys, we believe customer experience (CX) isn\u2019t just a solution we deliver \u2014 it\u2019s the heart of how businesses thrive. And we\u2019ve heard from our customers that innovation isn\u2019t just about the products we provide, it\u2019s also about continually levelling up our own customer support capabilities to meet their expectations.<\/span><\/p>\n

So we\u2019re harnessing the power of the Genesys Cloud\u2122 platform<\/a> to reimagine our support operations, streamline the customer journey, and deepen engagement for both customers and employees. In doing so, we\u2019re not only showing what\u2019s possible, but also uncovering powerful lessons that can inspire any organisation looking to level up their own customer and employee experiences.<\/span><\/p>\n

Genesys created the<\/span> Levels of Experience Orchestration<\/span><\/a> framework to guide organisations who want to do just that. Experience orchestration can help any organisation create, deliver and continuously optimise their customer and employee experiences. At the highest levels, AI-powered technologies deliver automation and efficiency that can help companies create empathetic and personalised experiences at scale.<\/span><\/p>\n

There are six progressive levels of orchestration maturity; most organisations are at Level 2, with some still operating at Level 1. Others are building a competitive advantage at Level 3. And there are those at Level 4, who are leaning in to adopt the latest CX capabilities; these companies are piloting advanced agentic AI-powered technologies.<\/span><\/p>\n

Wherever your organisation is operating right now, what matters most is ensuring that you\u2019re among those continually focused on levelling up to keep pace with customers\u2019 ever-changing expectations<\/a>. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”582021″ css=””][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

From Transactional to Transformational<\/span><\/h2>\n

The Genesys Product Support team is an example of an organisation that has been successfully uplevelling \u2014 orchestrating more engaging, personalised experiences with every move upward. The team has advanced from static, transactional service to dynamic, AI-driven engagement.
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\nAnd the transformation has been profound. Faster service, more empowered employees, and meaningful gains in both operational efficiency and customer satisfaction.<\/span><\/p>\n

\u201cThe more we can make customers successful by delivering a world-class experience, the better they’re going to be to deliver for their customers,\u201d said Dominic LoBosco, VP of Global Support. \u201cAI is playing a hands-on role \u2014 generating content and guiding conversations for customers and engineers alike. And we\u2019re delivering more effective, more empathetic support.\u201d<\/span><\/p>\n

This includes tailoring experiences in real time based on context, behaviour and AI insights.<\/span><\/p>\n

\u201cWe’re able to tap into AI to create more dynamic experiences where we can really personalise for our customers,\u201d added Angelo Arezzi, Senior Director of Support Services at Genesys. \u201cOur focus now is identifying other meaningful AI use cases<\/a>. We want to push the boundaries of what\u2019s possible while keeping it practical and impactful.\u201d<\/span><\/p>\n

Levelling up has yielded measurable benefits for the Genesys Product Support team:<\/span><\/p>\n