{"id":507053,"date":"2024-02-19T22:37:32","date_gmt":"2024-02-20T06:37:32","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=507053"},"modified":"2024-05-27T00:14:17","modified_gmt":"2024-05-27T07:14:17","slug":"actionable-ai-series-roadmap-to-automation","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/actionable-ai-series-roadmap-to-automation","title":{"rendered":"Actionable AI Webinar Series \u2013 Your roadmap to AI in the Contact Centre (Part 2)"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\"><span class=\"NormalTextRun BCX0 SCXP227750166\">Actionable AI Series<\/span><\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1><strong><span class=\"NormalTextRun BCX0 SCXP57496713\">Actionable AI Series \u2013 Your roadmap to AI in the Contact <\/span><span class=\"NormalTextRun BCX0 SCXP57496713\">Centre (Part 2)<\/span><\/strong><\/h1>\n<p>Discover how AI can revolutionize contact centres through our webinar, highlighting Genesys AI&#8217;s capabilities, customer insights, and a live Q&amp;A[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span><div class=\"wpb_text_column wpb_content_element webinar_single_time\"><div class=\"wpb_wrapper\"><p>On-Demand Webinar<\/p><\/div><\/div>[vc_row_inner][vc_column_inner][vc_column_text]The rise of AI in contact centres presents an unprecedented opportunity for organisations to gain a competitive edge. The interest in AI has never been higher, and the need to prepare for its integration is paramount. Join us for an insightful webinar series as we delve into the transformative realm of AI in the contact centre space, paving the way for organisations to stay ahead and harness the power of AI to personalise your customer&#8217;s end-to-end journey. Reserve your spot now to learn more on:<\/p>\n<ul>\n<li>Genesys AI focusing on self-service options, automation advacements, agent empowerment capabilities<\/li>\n<li><span class=\"NormalTextRun SCXP186091302 BCX0\">Customer insights\/stories highlighting the transformative power of AI<\/span><\/li>\n<li>Live Q&amp;A<\/li>\n<\/ul>\n<p>Check out the previous Actionable AI webinar session: <a href=\"https:\/\/www.genesys.com\/en-sg\/webinars\/actionable-ai-series-1\"><span class=\"NormalTextRun BCX0 SCXP227750166\">Actionable AI Webinar Series \u2013 Your roadmap to AI in the Contact <\/span><span class=\"NormalTextRun BCX0 SCXP227750166\">Centre (Part 1)<\/span><\/a>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"6\" 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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Register now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Register now\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"h3\" style=\"text-align: center;\">Meet the Speakers<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=&#8221;yes&#8221; content_placement=&#8221;top&#8221; el_class=&#8221;speaker_list&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;507060&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Carl Jones<\/strong><br \/>\nDirector Digital and AI Specialists, APAC<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;507061&#8243; img_size=&#8221;full&#8221;][vc_column_text]<\/p>\n<p style=\"text-align: center;\"><strong>Alfie Castro<\/strong><br \/>\nSolution Consultant, APAC<br \/>\nGenesys<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] Actionable AI Series [\/vc_column_text][vc_column_text css=&#8221;&#8221;] Actionable AI Series \u2013 Your roadmap to AI in the Contact Centre (Part 2) Discover how AI can revolutionize contact centres through our webinar, highlighting Genesys AI&#8217;s capabilities, customer insights, and a live Q&amp;A[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text]The rise of AI in contact centres presents an unprecedented opportunity for organisations to gain [&hellip;]<\/p>\n","protected":false},"author":952,"featured_media":507052,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-507053","webinars","type-webinars","status-publish","has-post-thumbnail","hentry"],"acf":{"meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","is_on_demand":false,"w_sdate":"03\/11\/2024 7:00 pm","w_edate":"03\/11\/2024 7:45 pm","w_scope":"single","w_region":[{"value":"apac","label":"Asia-Pacific"}],"w_reg_apac_time":{"custom_label":"","w_reg_time_date_apac":"03\/07\/2024","w_reg_timezone_apac":"11AM SGT","w_cid_apac":"7014X000002ewuxQAA"},"item_nav_hide":"no","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"<p>Thanks for registering! You\u2019re all set.<\/p>\n<p>Check your email inbox for details to confirm your reservation. If your email doesn\u2019t show up in a few minutes, make sure you check your junk or spam folder. Please add @email.genesys.com and @on24event.com to your safe sender list to ensure successful email delivery of all communications about this webcast.<\/p>\n<p>If you don&#8217;t receive a confirmation email after waiting a few minutes, please use this\u00a0<a href=\"https:\/\/event.on24.com\/wcc\/r\/4508270\/E8E3F7E68BFDC4139C11FDD2B0524764\">link<\/a><\/p>\n<p>Use this link <a href=\"https:\/\/gsys.cx\/42Puvh5\">https:\/\/gsys.cx\/42Puvh5<\/a> to share this webinar with your colleauges.<\/p>\n<p>&nbsp;<\/p>\n","media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":[{"ID":506966,"post_author":"952","post_date":"2024-02-19 21:45:57","post_date_gmt":"2024-02-20 05:45:57","post_content":"[vc_section][vc_row][vc_column width=\"2\/3\"][vc_column_text]\r\n<p class=\"pre_h1\"><span class=\"NormalTextRun BCX0 SCXP227750166\">Actionable AI Series <\/span><\/p>\r\n[\/vc_column_text][vc_column_text]\r\n<h2><span class=\"NormalTextRun BCX0 SCXP57496713\">Actionable AI Webinar \u2013 Your roadmap to AI in the Contact <\/span><span class=\"NormalTextRun BCX0 SCXP57496713\">Centre (Part 1)<\/span><\/h2>\r\n<h6>Explore AI's transformative impact on contact centres in our webinar, focusing on use cases, value studies, and roadmap development<\/h6>\r\n[\/vc_column_text][cutoff co_thick=\"2px\"][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text]\r\n\r\nThe rise of AI in contact centres presents an unprecedented opportunity for organisations to gain a competitive edge. The interest in AI has never been higher, and the need to prepare for its integration is paramount. Join us for an insightful webinar series as we delve into the transformative realm of AI in the contact centre space, paving the way for organisations to stay ahead and harness the power of AI to personalise your customer's end-to-end journey. Reserve your spot now to learn more on:\r\n<ul>\r\n \t<li>Identifying Use Cases for AI<\/li>\r\n \t<li><span class=\"NormalTextRun SCXP186091302 BCX0\">Carrying out a value study for AI in the Contact\u00a0<\/span><span class=\"NormalTextRun SCXP186091302 BCX0\">Centre<\/span><\/li>\r\n \t<li><span class=\"TextRun SpellingErrorZoomed SCXP67917933 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-usefontface=\"true\" data-contrast=\"none\"><span class=\"SCXP67917933 BCX0\">Prioritisation<\/span><\/span><span class=\"TextRun SCXP67917933 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-usefontface=\"true\" data-contrast=\"none\"><span class=\"NormalTextRun SCXP67917933 BCX0\">\u00a0and building a roadmap<\/span><\/span><\/li>\r\n \t<li>Live Q&amp;A<\/li>\r\n<\/ul>\r\nRegister for the rest of the actionable AI webinar series:\r\n<strong>12 March (Tuesday) 11 AM in SGT: <\/strong><a href=\"https:\/\/genesys.com\/en-sg\/webinars\/actionable-ai-series-2\"><span class=\"NormalTextRun BCX0 SCXP227750166\">Actionable AI Webinar Series \u2013 Your roadmap to AI in the Contact <\/span><span class=\"NormalTextRun BCX0 SCXP227750166\">Centre (Part 2)<\/span><\/a>\r\n\r\n<script type=\"text\/javascript\">\r\n_linkedin_partner_id = \"7902\";\r\nwindow._linkedin_data_partner_ids = window._linkedin_data_partner_ids || [];\r\nwindow._linkedin_data_partner_ids.push(_linkedin_partner_id);\r\n<\/script><script type=\"text\/javascript\">\r\n(function(l) {\r\nif (!l){window.lintrk = function(a,b){window.lintrk.q.push([a,b])};\r\nwindow.lintrk.q=[]}\r\nvar s = document.getElementsByTagName(\"script\")[0];\r\nvar b = document.createElement(\"script\");\r\nb.type = \"text\/javascript\";b.async = true;\r\nb.src = \"https:\/\/snap.licdn.com\/li.lms-analytics\/insight.min.js\";\r\ns.parentNode.insertBefore(b, s);})(window.lintrk);\r\n<\/script>\r\n<noscript>\r\n<img height=\"1\" width=\"1\" style=\"display:none;\" alt=\"\" src=\"https:\/\/px.ads.linkedin.com\/collect\/?pid=7902&fmt=gif\" \/>\r\n<\/noscript>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\"][mktoform cta_header=\"Watch Now\" cta_button=\"Watch Now\" askphone=\"hot\" cms_hold=\"RG\" cid_id=\"7014X000002ewuxQAA\"][vc_row_inner][vc_column_inner][vc_column_text]\r\n<h3 style=\"text-align: center;\">Meet the Speaker<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner equal_height=\"yes\" content_placement=\"top\" el_class=\"speaker_list\"][vc_column_inner][vc_single_image image=\"507060\" img_size=\"full\"][vc_column_text]\r\n<p style=\"text-align: center;\"><strong>Carl Jones<\/strong>\r\nDirector Digital and AI Specialists, APAC\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"Actionable AI Webinar Series \u2013 Your roadmap to AI in the Contact Centre (Part 1)","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"actionable-ai-series-cx-transformation-roadmap","to_ping":"","pinged":"","post_modified":"2024-03-28 09:12:07","post_modified_gmt":"2024-03-28 16:12:07","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=webinars&#038;p=506966","menu_order":0,"post_type":"webinars","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":509779,"post_author":"738","post_date":"2023-09-14 20:37:29","post_date_gmt":"2023-09-15 03:37:29","post_content":"[vc_section background_color=\"bgc-navy\" flair=\"%5B%7B%22flair_image%22%3A%22379373%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][vc_column_text]\r\n<h1>Accelerate customer experience outcomes with Genesys AI<\/h1>\r\n[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F39694e4c76f86a79%2Foriginal%2FAI-Experience-Offer_EN.pdf|title:Get%20the%20overview|target:_blank|\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=\"top\"][vc_column width=\"7\/12\"][vc_column_text]\r\n<h3>Genesys Cloud AI Experience<\/h3>\r\nWith AI Experience, organisations can integrate real-time data and customer signals to easily orchestrate and optimise proactive, personalised engagement across digital and voice touchpoints. When artificial intelligence (AI) works harmoniously in the background of every experience, customers are met with new levels of understanding and care \u2014 and employees are equipped with smarter tools and insight to improve every interaction.\r\n\r\nThe Genesys Cloud AI Experience removes the barrier of entry to AI for most organisations by combining predictive, conversational and generative AI for automating routing, conversations and agent assistance into a single integrated solution. This enables stronger customer journeys in just weeks. By eliminating the friction of isolated systems, the solution embeds intelligence and intent across the end-to-end experience, allowing organisations to recognise the bespoke needs of every customer at any stage of a journey.\r\n\r\nWith turnkey implementation and fast time to value, organisations have all the tools they need to orchestrate better experiences at scale using the AI, digital and self-service capabilities included in the Genesys Cloud AI Experience.\r\n<h3>Solution overview<\/h3>\r\nThe Genesys Cloud AI Experience is available for voice and digital. It includes predictive engagement, digital and voicebots, knowledge, agent assist, and predictive routing.[\/vc_column_text][component_button primary_cta=\"url:https%3A%2F%2Flibrary.genesys.com%2Fm%2F39694e4c76f86a79%2Foriginal%2FAI-Experience-Offer_EN.pdf|title:Get%20the%20overview|target:_blank|\"][vc_column_text el_class=\"mt-2\"][\/vc_column_text][\/vc_column][vc_column width=\"5\/12\"][component_card media_size=\"nomedia\" background_color=\"bgc-white\" card_header=\"enabled\" card_header_type=\"html\" header_bg=\"bgc-orange\" card_header_html=\"JTNDaDMlMjBjbGFzcyUzRCUyMmZvbnQtc3diJTIwbWItMCUyMiUzRSUzQ2klMjBjbGFzcyUzRCUyMmZhayUyMGZhLWdlbi1zdGFyJTIwdGV4dC13aGl0ZWljb24tc2l6ZS1yZWd1bGFyJTIyJTIwYXJpYS1oaWRkZW4lM0QlMjJ0cnVlJTIyJTNFJTNDJTJGaSUzRSUyMEJlbmVmaXRzJTNDJTJGaDMlM0U=\"]\r\n<ul class=\"text-24\">\r\n \t<li>Automate and optimise customer and agent experiences<\/li>\r\n \t<li>Innovate without the need for additional integrations<\/li>\r\n \t<li>Reduce reliance on point solutions and custom development<\/li>\r\n \t<li>Maintain control over AI with intuitive UIs and out-of-the-box analytics<\/li>\r\n \t<li>Orchestrate proactive, personalised customer journeys with predictive, conversational and generative AI<\/li>\r\n<\/ul>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-yellow\" flair=\"%5B%7B%22flair_image%22%3A%22383436%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column][related_posts][\/vc_column][\/vc_row][\/vc_section]","post_title":"Accelerate customer experience outcomes with Genesys AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"accelerate-customer-experience-outcomes-with-genesys-ai","to_ping":"","pinged":"","post_modified":"2024-03-17 20:39:11","post_modified_gmt":"2024-03-18 03:39:11","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/accelerate-customer-experience-outcomes-with-genesys-ai","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":509914,"post_author":"906","post_date":"2023-09-18 21:31:54","post_date_gmt":"2023-09-19 04:31:54","post_content":"","post_title":"Agent Interface Demo","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"agent-interface-on-demand-demo","to_ping":"","pinged":"","post_modified":"2025-10-06 06:53:06","post_modified_gmt":"2025-10-06 13:53:06","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/agent-interface-on-demand-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":483597,"post_author":"1025","post_date":"2023-07-12 22:01:04","post_date_gmt":"2023-07-13 05:01:04","post_content":"[vc_section full_width=\"stretch_row\"][vc_row][vc_column elemental_order=\"order-2\" offset=\"vc_hidden-lg vc_hidden-md vc_hidden-sm vc_hidden-xs\"][vc_column_text]As the <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/is-generative-ai-the-next-cx-frontier-three-considerations\" target=\"_blank\" rel=\"noopener\">prominence of ChatGPT rises<\/a>, companies are increasingly integrating it into their customer experience initiatives. Artificial intelligence (AI) has become a staple in contact centre applications \u2014 with <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">AI-powered chatbots<\/a> offering a streamlined and cost-effective method for delivering real-time customer support. By automating routine tasks and providing immediate access to information, chatbots alleviate the burden on customer service representatives and enhance the overall customer experience.[\/vc_column_text][\/vc_column][vc_column][vc_column_text]<strong><em class=\"text-16\">This article was written by Andy Pandharikar, Co-Founder\/CEO of Commerce.AI, a Genesys AppFoundry Partner.<\/em><\/strong>\r\n\r\nAs the <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/is-generative-ai-the-next-cx-frontier-three-considerations\" target=\"_blank\" rel=\"noopener\">prominence of ChatGPT rises<\/a>, companies are increasingly integrating it into their customer experience initiatives. Artificial intelligence (AI) has become a staple in contact centre applications \u2014 with <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">AI-powered chatbots<\/a> offering a streamlined and cost-effective method for delivering real-time customer support. By automating routine tasks and providing immediate access to information, chatbots alleviate the burden on customer service representatives and enhance the overall customer experience.\r\n\r\nBeyond basic customer support, chatbots can also serve marketing functions. They can gather data on customer preferences and behaviours, which can then be leveraged to tailor marketing communications and optimise the impact of marketing campaigns.\r\n\r\nThe adoption of AI in contact centres is accelerating, and companies that hesitate to embrace this technology risk falling behind. Those that <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/optimising-your-bot-an-ai-love-story\" target=\"_blank\" rel=\"noopener\">effectively implement AI in their customer service strategies<\/a> will be well-equipped to reap its numerous advantages.\r\n\r\nHowever, chatbots are just one piece of the customer experience puzzle. There are other common use cases of AI in contact centres, including the following:\r\n<ul>\r\n \t<li>Automatic speech recognition<\/li>\r\n \t<li>Agent assist<\/li>\r\n \t<li>Voice\/text virtual agents<\/li>\r\n \t<li>Voice biometry<\/li>\r\n \t<li>Voice-to-text and text-to-voice transcription<\/li>\r\n \t<li>Translation<\/li>\r\n \t<li>AI analytics<\/li>\r\n \t<li>Call\/sentiment analysis<\/li>\r\n \t<li>PII\/PHI redaction<\/li>\r\n \t<li>Emotional intelligence<\/li>\r\n \t<li>Predictive behaviour routing<\/li>\r\n \t<li>Robotic process automation<\/li>\r\n \t<li>Predictive behavioural routing<\/li>\r\n \t<li>Predictive analytics<\/li>\r\n \t<li>Real-time guidance<\/li>\r\n \t<li>Knowledge management<\/li>\r\n \t<li>Workforce automation and training<\/li>\r\n \t<li>To fully appreciate AI's role in contact centres, it's essential to understand some fundamental concepts.<\/li>\r\n<\/ul>\r\n<h2>Contact Centre AI and Generative AI<\/h2>\r\nAI of today differs from pre-AI technology in that AI is learned, whereas traditional systems were programmed. Deep learning, a core technique, has enabled the emergence and further adoption of AI. And while AI has existed for the past five to eight years, a new form of AI technology called GPT-X is challenging older models.\r\n\r\nIn May 2020, <a href=\"https:\/\/openai.com\/blog\/chatgpt\" target=\"_blank\" rel=\"noopener\">OpenAI<\/a>, an AI research lab in collaboration with Microsoft, developed GPT-X, a generative AI system capable of mimicking human language. With 175 billion parameters, this deep-learning language model was trained on vast text datasets comprising hundreds of billions of words.\r\n\r\nGPT-X is a deep learning model that generates structured text sequences based on input text. It excels at tasks such as:\r\n<ul>\r\n \t<li><strong>Question answering:<\/strong> Reduces handle time by offering multifold improvements in agent assist, knowledge base, etc.<\/li>\r\n \t<li><strong>Language translation:<\/strong> Allows for automated in-call translation to all languages.<\/li>\r\n \t<li><strong>Text summarisation:<\/strong> Eliminates the need for agent after call work.<\/li>\r\n<\/ul>\r\nGPT-X capabilities include:\r\n<ul>\r\n \t<li>Sophisticated text prediction and auto-generation for responses<\/li>\r\n \t<li>Mimicking language patterns and tone using advanced text-to-speech<\/li>\r\n \t<li>Generating creative writing, business memos and functional code, which could include \u00a0agent follow-up emails, wrap-up codes and other notes<\/li>\r\n \t<li>Producing plausible agent responses to improve handle time and enhance customer satisfaction<\/li>\r\n<\/ul>\r\nHowever, GPT-X has the following limitations:\r\n<ul>\r\n \t<li>Lack of awareness and abstract reasoning<\/li>\r\n \t<li>Dependence on careful human priming<\/li>\r\n \t<li>Inability to learn from untrained knowledge bases<\/li>\r\n \t<li>Struggles with coherence and meaningful messaging over extended text<\/li>\r\n \t<li>Lack of product, service and business knowledge<\/li>\r\n \t<li>Inability to reason or verify answer correctness<\/li>\r\n<\/ul>\r\n<h2>GPT-X vs. Legacy AI Technologies<\/h2>\r\nGPT-X surpasses previous language models by writing its own language and requiring minimal priming. Researchers refer to this as \"few-shot learning,\" and GPT-X exemplifies its potential. As contact centre leaders evaluate GPT-X, it's important to consider its pros and cons.\r\n\r\n<strong>Pros:<\/strong>\r\n<ul>\r\n \t<li><strong>Automation:<\/strong> Reduces time and resources for manual tasks.<\/li>\r\n \t<li><strong>Versatility:<\/strong> Enables agent assistance, call\/chat summaries, information extraction and contextual small talk.<\/li>\r\n<\/ul>\r\n<strong>Cons:<\/strong>\r\n<ul>\r\n \t<li><strong>Outdated responses:<\/strong> GPT-X relies on historical data.<\/li>\r\n \t<li><strong>Potential harm:<\/strong> May exhibit bias, harmful language and disinformation.<\/li>\r\n \t<li><strong>Lack of deep world knowledge:<\/strong> Struggles with laws of physics, math and common sense.<\/li>\r\n<\/ul>\r\nStill, GPT-X presents opportunities for value creation, including bias reduction, measurement, data quality and value-added business strategy. For example, a well-trained AI model can be consistent and unbiased. Whereas human judgment can creep into manual processes, creating bias on external conditions.\r\n\r\nGPT-X is revolutionising AI. Commerce.AI is thrilled to be at the forefront of this transformation with the Commerce.AI auto-MATE\u2122. This product is one way to bring secure, compliant and enterprise-ready <a href=\"https:\/\/www.commerce.ai\/blog\/commerce-ai-launches-auto-mate-tm\" target=\"_blank\" rel=\"noopener\">generative AI intelligence to the Genesys Cloud\u2122 platform<\/a>. For more information, visit Commerce.AI on the Genesys AppFoundry<sup>\u00ae<\/sup> Marketplace for the <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/7b1be8de-81eb-4253-b3be-982c63ad4fa4\" target=\"_blank\" rel=\"noopener\">Commerce.AI Base Platform<\/a> and the <a href=\"https:\/\/appfoundry.genesys.com\/filter\/genesyscloud\/listing\/13520cd1-f217-4a1f-aebc-f3bf6bce6f9b\" target=\"_blank\" rel=\"noopener\">Commerce.AI Voice Survey<\/a>.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"Bringing Generative AI Automation to the Contact Centre","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"bringing-generative-ai-automation-to-the-contact-centre","to_ping":"","pinged":"","post_modified":"2023-07-13 22:09:43","post_modified_gmt":"2023-07-14 05:09:43","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/bringing-generative-ai-automation-to-the-contact-centre","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}],"w_single_timezone":"March 12 (Tuesday), 2024 at 11 AM SGT","toggle_exceed_chat":false},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/507053","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/952"}],"version-history":[{"count":19,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/507053\/revisions"}],"predecessor-version":[{"id":521245,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/507053\/revisions\/521245"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/507052"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=507053"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=507053"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=507053"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=507053"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=507053"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=507053"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=507053"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=507053"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=507053"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=507053"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=507053"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}