{"id":390226,"date":"2021-07-22T11:54:04","date_gmt":"2021-07-22T18:54:04","guid":{"rendered":"https:\/\/www.genesys.com\/capabilities\/artificial-intelligence-and-automation"},"modified":"2026-03-11T21:35:49","modified_gmt":"2026-03-12T04:35:49","slug":"ai-and-automation","status":"publish","type":"capabilities","link":"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation","title":{"rendered":"Artificial intelligence and automation"},"content":{"rendered":"

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Genesys Cloud CX<\/a><\/div><\/div><\/div>[\/vc_column][vc_column width=”5\/12″][vc_column_text css=””]<\/p>\n

Artificial intelligence for customer service automation<\/h1>\n

Gain the immediate benefits of AI in your contact centre<\/p>\n

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Get a demo<\/a><\/div>[\/vc_column][vc_column width=”1\/2″ offset=”vc_col-lg-offset-1 vc_col-md-offset-1 vc_col-sm-offset-0″]
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Play<\/p>

1:45 min<\/p><\/div><\/div><\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”7\/12″ offset=”vc_col-md-offset-0 vc_col-sm-offset-0″][vc_column_text css=””]<\/p>\n

Transform your contact centre with Genesys Cloud AI<\/h2>\n

Genesys Cloud\u2122 AI brings together multiple artificial intelligence (AI) disciplines in a single platform to power exceptional customer and employee experiences. Conversational AI services with generative AI enable automation with a human touch. Predictive AI equips your team with deeper customer insights for personalisation and accurate forecasts to improve workforce planning. And the simplicity of implementing and maintaining a turnkey solution reduces cost and complexity.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=”yes” el_class=”hide-shit”][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Realise AI value faster<\/h3>\n

Embedded and ready out of the box, Genesys Cloud AI delivers value from Day One. Minimise expensive point solutions and empower your whole team with simple user interfaces.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Build customer loyalty<\/h3>\n

Become your customers\u2019 top choice. Anticipate their needs and provide personalised service that differentiates your brand across every interaction.[\/vc_column_text][\/vc_column][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Elevate employees with AI<\/h3>\n

Automate tedious tasks with call summarisation, forecasting and scheduling. Help employees provide the right answer with intent-based knowledge surfacing.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=”1\/3″][vc_column_text css=””]<\/p>\n

Personalise and automate CX with AI Experience<\/h2>\n

Artificial intelligence in the call centre can automate workflows and conversations, enable smart personalisation and improve efficiency. Genesys Cloud AI Experience combines bots, knowledge, predictive engagement, predictive routing and agent copilot into a single offering. These capabilities are designed to work together and, when used as a complete AI solution, amplify the value realised.[\/vc_column_text][\/vc_column][vc_column width=”7\/12″ offset=”vc_col-sm-offset-1″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner width=”1\/2″]

Agent copilot<\/h3>\n

Agents receive real-time support during conversations with contextual information drawn from knowledge. Post-interaction, generative AI automatically summarises the conversation for clear, consistent documentation.<\/p>\n<\/div>

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Virtual agent<\/h3>\n

Make self-service better with AI-powered bots that understand the context and act like human agents to deliver a superior experience, no matter when.<\/p>\n<\/div>

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Genesys Cloud AI Studio<\/h3>\n

Build and innovate AI-powered experiences from a secure, centralised hub. Safely accelerate and streamline AI innovation in Genesys Cloud AI Studio and AI Guides \u2014 and do it all at scale.<\/p>\n<\/div>

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Predictive routing<\/h3>\n

Say goodbye to labour-intensive and static routing rules. Instead, automatically match customers with the agent best suited to meet their needs while optimising a targeted KPI.<\/p>\n<\/div>

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Predictive engagement<\/h3>\n

Analyse web visitors\u2019 behaviour to understand intent and predict outcomes. Use that insight to automate proactive engagement with targeted information and offers. And empower agents with a full view of the customer journey.<\/p>\n<\/div>

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Knowledge<\/h3>\n

Automatically deliver the right information to customers and agents at the point of impact. Measure knowledge effectiveness across channels and touchpoints for continuous optimisation.<\/p>\n<\/div>

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Boost performance and motivate employees<\/h2>\n

Artificial intelligence amplifies the impact of workforce engagement management by automating processes and equipping managers with actionable insights and analytics. Accurate forecasts and flexible scheduling ensure you\u2019ve got the right people in place to meet demand. And AI leverages your interaction data to ensure quality and compliance.[\/vc_column_text]

Explore this category<\/a><\/div>[\/vc_column][vc_column width=”7\/12″ offset=”vc_col-sm-offset-1″][vc_row_inner r_gutter_size=”gutter-small” ri_scrollable=”yes” equal_height=”yes”][vc_column_inner width=”1\/2″]

Conversational intelligence<\/h3>\n

Automatically analyse all customer-agent conversations. Gain new insights with sentiment analysis, topic trends and agent empathy measures. Highlight improvement areas and better understand customers and employees.<\/p>\n<\/div>

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Forecasting and planning<\/h3>\n

Streamline resource management with a single comprehensive tool. Create data-driven resource plans and implement them with AI-powered automation to empower agents and managers to achieve outstanding results.<\/p>\n<\/div>

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Quality assurance<\/h3>\n

Use your interaction data to improve performance and quality metrics. With AI-generated insights, you can spot patterns of excellence and opportunities for improvement, then identify and understand root causes.<\/p>\n<\/div>

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Performance management<\/h3>\n

Improve performance and reduce employee turnover with personalised training. Use AI to pinpoint each agent\u2019s specific knowledge and skill gaps. Gamification motivates agents with real-time metrics and personalised goals.<\/p>\n<\/div>

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AI success stories you can\u2019t miss<\/h2>\n

See how five brands are redefining experiences with AI innovation<\/p>\n<\/div>

Download now<\/div><\/div><\/div>
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Orchestrate seamless, personalised experiences<\/h2>\n

Artificial intelligence for the contact centre can transform your entire customer experience (CX) strategy. Maximise efficiency while delivering experiences that grow customer relationships. Make agents\u2019 jobs easier, boost revenue and grow customer loyalty.[\/vc_column_text][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568362″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Get beyond basic personalisation<\/h3>\n

A modern CX platform with embedded AI capabilities empowers you to deliver truly personalised experiences at scale, across global regions. AI-powered predictive engagement identifies customers\u2019 behaviour patterns to predict segments and outcomes. Those predictions can drive automated offers and more personalised conversations.<\/p>\n

Conversational AI lends a human touch to self-service by listening, understanding and engaging through natural language. AI enables deeper personalisation with unique customer insights. And because AI understands and predicts intent, it can help customers reach better resolutions faster. AI can recognise when an interaction needs human support and then pass conversational history and insight to the agent.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568364″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Create a customer-focused workforce<\/h3>\n

The success of your CX strategy depends on your workforce. An AI-enabled workforce engagement management (WEM) solution can support, motivate and empower your team to deliver on your brand promise.<\/p>\n

Smart process automation and real-time support for live agents streamline the experience so your team can focus on your customers. The predictive power of AI equips managers with smarter workload forecasts to achieve work-life balance without jeopardising service levels. And with speech and text analytics, you can pinpoint each agent\u2019s development needs for more personalised coaching. Gamified performance management and deeper customer insights provide the tools to keep your team focused and engaged.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568363″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Automate smarter in real time<\/h3>\n

Automation reduces the burden of simple, repetitive tasks. Smart automation does much more. It leverages your customer, employee and interaction data to drive real-time action and simplify workflows. That improves the user experience and optimises efficiency.<\/p>\n

Genesys Cloud AI makes it easy to achieve those transformative results. Embedded AI models, automated data preparation, human-in-the loop optimisation and automated machine learning pipelines enable you to apply AI without a team of data scientists. Intuitive interfaces built for business empower your team with full control over AI configuration. And embedded analytics enable them to clearly understand and optimise outcomes.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column][vc_row_inner content_placement=”middle” el_class=”form-card bgc-lgray”][vc_column_inner width=”1\/2″][vc_single_image image=”568365″ alignment=”center” css=”” rounded_corners=”rounded-lg”][\/vc_column_inner][vc_column_inner width=”5\/12″ offset=”vc_col-sm-offset-1″][vc_column_text ct_style=”stat” css=””]<\/p>\n

Protect your business with AI ethics<\/h3>\n

AI can generate exceptional value, but only if it\u2019s built on an ethical foundation you can trust. Genesys follows strict AI ethics guidelines that safeguard your business by applying AI with a purpose, adhering to data standards and addressing bias.<\/p>\n

AI capabilities are native to the platform, so they adhere to rigorous standards for security, privacy, transparency and fairness. Privacy design principles protect customer and employee data and your intellectual property. Explainability and transparency offer insight into how the algorithms are applied. That equips your team to understand the impact on your operation and maintain control over the outcomes.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row][vc_column width=”1\/2″][vc_column_text css=””]<\/p>\n

Automate self-service conversations<\/h2>\n

Easily enable 24\/7 self-service with Genesys Cloud AI. Create personalised digital or voice-based automatic conversations that never leave a customer at a dead end.[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=”5\/12″ el_class=”col-sm-6″]

\"Genesys
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Make it easy to realise AI value<\/h3>\n

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Purpose-built for CX<\/h3>\n

The platform delivers integrated native AI capabilities and results for a wide range of customer and employee experience use cases. Power inbound, outbound, self-service, digital, voice and employee experiences without patchworked point solutions.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Turnkey and easy to use<\/h3>\n

Genesys Cloud AI is ready to use out of the box. It eliminates typical barriers to AI adoption. Easily configure and optimise AI capabilities for your needs. Realise value immediately without the need for in-house AI specialists or a time-consuming science project.[\/vc_column_text][\/vc_column_inner][vc_column_inner][vc_column_text ct_style=”list-block” css=””]<\/p>\n

Trusted, proven and secure<\/h3>\n

The Genesys approach to AI is thoughtful, ethical and designed to maximise value. All AI elements are built into a secure foundation. Thorough testing ensures they meet rigorous standards for security, transparency and data governance.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=”bgc-lgray” flair=”%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D”][vc_row equal_height=”yes”][vc_column width=”2\/3″][vc_column_text css=””]<\/p>\n

See what our customers have to say<\/h2>\n

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Read all stories<\/a><\/div>[\/vc_column][vc_column]
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