{"id":532974,"date":"2024-08-13T18:00:31","date_gmt":"2024-08-14T01:00:31","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/harmonising-human-potential-and-ai"},"modified":"2024-08-13T18:49:31","modified_gmt":"2024-08-14T01:49:31","slug":"harmonising-human-potential-and-ai","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/harmonising-human-potential-and-ai","title":{"rendered":"Harmonising human potential and AI"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<\/p>\n<p class=\"pre_h1\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1723035690165{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1>Harmonising human potential and AI<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<strong>Explore how AI can elevate employee and customer experiences, creating synergy for your teams that maximises business impact<\/strong>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#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\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init webinarform yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" 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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=\"Event\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"Harmonising human potential and AI\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/532974?thankyou=532974&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"noteCreator2\" 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id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Watch now\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Watch 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_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Artificial intelligence (AI) is enabling businesses to organise and optimise knowledge and data to uncover customer buying insights and enable smart personalisation.<\/p>\n<p>And within the contact centre, AI is being adopted to enable agents to deliver context-driven experiences, automate simple tasks and better predict outcomes \u2014 all to reduce time spent on after-call work, lower average handle time and enable personalisation at scale.<\/p>\n<p>Watch the session now and see firsthand how integrating AI technologies can support and empower your contact centre agents, and how best to implement AI-powered tools to maximise adoption and impact.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h3 class=\"text-20\">Watch the session now and gain insights on:<\/h3>\n<ul>\n<li>Key shifts driving change to the traditional, reactive role of a contact centre agent<\/li>\n<li>The market direction and key opportunities for AI in employee experience<\/li>\n<li>How AI can help agents by automating tasks and providing actionable insights<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the Speaker<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"component-bio\"><div class=\"identity d-flex align-items-center mb-1\"><div class=\"photo-container rounded-circle overflow-auto me-1\"><img decoding=\"async\" width=\"97px\" height=\"97px\" src=\"https:\/\/www.genesys.com\/media\/Robert-Beasley.jpg\" alt=\"Robert Beasley\" ><\/div><div class=\"details\"><p class=\"name h5\">Robert Beasley<\/p><p class=\"info\">Sr. Director, Strategic Solutions<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/3&#8243;][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1723035690165{margin-bottom: 20px !important;}&#8221;] Harmonising human potential and AI [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Explore how AI can elevate employee and customer experiences, creating synergy for your teams that maximises business impact[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243; el_id=&#8221;form&#8221; offset=&#8221;vc_col-lg-offset-1 vc_col-lg-5&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]Artificial intelligence (AI) is enabling businesses to organise and optimise knowledge and [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":532462,"template":"","tax_priority":[54],"tax_contenttheme":[14903,14904],"tax_bundle":[15268],"tax_contenttheme2":[16139,16156],"tax_capability_sitewide":[16201,16445],"tax_products_programs":[16477,18414],"tax_buying_job":[16651,16717],"tax_buyer_persona":[16887,16919],"tax_sector":[16931,16966,16986,17015,17025,17050],"tax_segment":[17079,17104],"class_list":["post-532974","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-improve-employee-experience-en-sg","tax_contenttheme-level-up-your-technology-en-sg","tax_bundle-genesys-ai-en-sg","tax_contenttheme2-improve-customer-experience-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-wem-en-sg","tax_products_programs-genesys-ai-en-sg","tax_products_programs-genesys-cloud-ex-en-sg","tax_buying_job-job-2-solution-exploration-en-sg","tax_buying_job-job-4-supplier-selection-en-sg","tax_buyer_persona-business-en-sg","tax_buyer_persona-technical-en-sg","tax_sector-financial-en-sg","tax_sector-healthcare-en-sg","tax_sector-industrial-en-sg","tax_sector-public-en-sg","tax_sector-retail-en-sg","tax_sector-technology-en-sg","tax_segment-enterprise-en-sg","tax_segment-midsized-en-sg","tax_content_type-video-en-sg"],"acf":{"utm_pass":false,"disable_chat":false,"asset_expiration":"","item_nav_hide":"no","no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"enable_external_utm":false,"enable_ab_test":false,"add_to_global_events":false,"meta_title":"","meta_description":"","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","w_tycontent":"","next_steps_type":"default","ns_title":"Transform your customer experience with AI","ns_subtitle":"","resource_next_steps":[{"ID":463403,"post_author":"15","post_date":"2022-12-06 14:10:31","post_date_gmt":"2022-12-06 22:10:31","post_content":"[vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1715626476823{background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row content_placement=\"middle\" el_class=\"no-shadow\"][vc_column][breadcrumbs data_pull=\"manual\" manual_links=\"%5B%7B%22link_label%22%3A%22Genesys%20Cloud%20CX%22%2C%22link_url%22%3A%22%2Fen-sg%2Fgenesys-cloud%22%7D%2C%7B%22link_label%22%3A%22Artificial%20intelligence%20and%20automation%22%2C%22link_url%22%3A%22%2Fen-sg%2Fcapabilities%2Fai-and-automation%22%7D%5D\"][\/vc_column][vc_column width=\"5\/12\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h1>Genesys Cloud Copilots<\/h1>\r\n<p class=\"text-22\">Intelligent, proactive assistance for delivering experiences on Genesys Cloud<\/p>\r\n[\/vc_column_text][component_button primary_cta=\"url:%23modal%3AgetStartedBox|title:Get%20started|\" secondary_cta=\"url:%23demo|title:Get%20a%20demo|\"][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][videolightbox gb_format=\"image_play\" gb_link=\"https:\/\/www.youtube.com\/embed\/tCGW-1lAN2w?si=dpHd33-pShV_3XsP\" gb_img=\"574571\" gb_video_duration=\"2:20\"][\/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=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>A copilot for every member of your workforce<\/h2>\r\nProvide customer support agents, supervisors and administrators with the artificial intelligence partner they need to be able to work faster and focus on the work they\u2019re best at.[\/vc_column_text][\/vc_column][\/vc_row][vc_row equal_height=\"yes\"][vc_column width=\"1\/3\" el_class=\"order-md-1 order-5\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Save time<\/h3>\r\nUse artificial intelligence (AI) where it excels: updating records, taking notes, optimising workflows, fixing anomalies, consuming mass content and recommending next-best actions.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Operate seamlessly<\/h3>\r\nAI support with native access to data, tools, context and workflows is stable, predictable and accurate.[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Improve outcomes<\/h3>\r\nWork more efficiently and more empathetically as AI support gets every user out of the dull details and into the work that really matters.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section g_section_overflow=\"visible\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_image%22%3A%22565280%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%2250%25%22%2C%22flair_left%22%3A%220%22%2C%22flair_transform%22%3A%22translateY(-50%25)%22%2C%22flair_classes%22%3A%22object-fit-cover%22%7D%5D\" css=\".vc_custom_1770698573902{padding-top: 0px !important;}\"][vc_row][vc_column][gtpull tour_theme=\"glass\" tour_id=\"614952\"][\/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_single_image image=\"574572\" alignment=\"center\" css=\"\"][\/vc_column][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>Start-to-finish AI support for the people who power CX<\/h2>\r\nMany businesses are only scratching the surface of AI\u2019s potential to augment staff and increase efficiency \u2014 but Genesys Cloud\u2122 copilots go further. These AI solutions are capable teammates, working alongside every platform user at all stages, driving efficiency and elevating them to focus on high-value tasks.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Deliver advice and AI-enabled assistance in one solution<\/h3>\r\nOur AI copilots provide contextual insights for every user, whether they\u2019re helping a customer directly while on queue or optimising operations and journeys.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Make insights and analytics more accessible<\/h3>\r\nCopilots surface insights on customer experiences in context so you can take proactive action.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Drive continuous optimisation of customer experiences<\/h3>\r\nA common Agent copilot interface allows all users to connect to data seamlessly, feeding insights that drive performance improvement and building a better user experience.[\/vc_column_text][vc_column_text ct_style=\"list-block\" css=\"\"]\r\n<h3 class=\"h5\">Support employees with knowledge and insights in real time<\/h3>\r\nDigital and voice conversations and capabilities like automatic knowledge, insights, next-best action support, translation and summarisation come standard.[\/vc_column_text][\/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=\"5\/12\"][vc_column_text ct_style=\"stat\" css=\"\" ct_stat_link=\"url:%2Fresources%2Fstate-of-cx\"]\r\n<p class=\"h0\">37%<\/p>\r\n<p class=\"text-22\">of CX leaders say using technology to improve employee experience is a major focus of the next 12\u201324 months<\/p>\r\n- \u201cThe State of Customer Experience,\u201d Genesys, 2025[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Contact centre employees are positioned to succeed<\/h2>\r\nUnlock more value from your teams by providing timely support to everyone working to deliver a world-class customer experience (CX). No more lost insights, rushed learning, mix-and-match knowledge or guesswork. That can lead to smoother operations, increased customer satisfaction with every interaction, and increased customer loyalty.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column offset=\"vc_col-md-offset-1 vc_col-md-10\"][component_cta_block cta_image_mobile=\"image-stack-flipped\" cta_img_rounded=\"yes\" background_color=\"bgc-lgray\" media=\"574575\" cta=\"url:%2Fen-sg%2Fwebinars%2Fwhen-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes|title:Watch%20now|\"]\r\n<h2 class=\"h3\">Find out more about Genesys Cloud Copilot<\/h2>\r\nWatch our webinar to see what an AI copilot can do for your customer service team[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section][vc_section par_bg=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" el_class=\"bg-cover bg-150-md bg-center bg-norepeat\" css=\".vc_custom_1740963356468{background-image: url(https:\/\/www.genesys.com\/media\/capability-home-pill-background.png?id=542417) !important;}\"][vc_row r_gutter_size=\"gutter-small\" background_color=\"bgc-glass\" equal_height=\"yes\" el_class=\"py-3 px-1 px-lg-3 rounded mt-0\"][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h2>Enhance your workforce with interactive, real-time support<\/h2>\r\nGenesys Cloud\u2122 copilots can make work faster for everyone delivering customer experiences. When humans collaborate with Genesys Cloud Copilot conversationally, they can detect previously hard-to-find data insights automatically, and take action to improve outcomes in real time. The specialised on-queue Agent Copilot provides real-time assistance as agents work with customers.[\/vc_column_text][\/vc_column][vc_column el_class=\"mt-2\"][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Embedded real-time knowledge and automation<\/h3>\r\nGenesys Cloud Copilot uses AI to reduce tedious manual searches by conversationally assisting users and presenting critical knowledge to everyone in the contact centre at the moment of need.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Interact conversationally with your AI copilot<\/h3>\r\nWork with Genesys Cloud Copilot in natural language, the way you would a human teammate. It understands your intent, and delivers the right result.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic translation<\/h3>\r\nSupporting a global team can be challenging. Genesys Cloud Copilot translates transcripts in over 70 languages, reducing multilingual evaluation time and scaling global operations.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Automatic interaction insights<\/h3>\r\nGenesys Cloud Copilot generates key insights across every interaction including reason for sentiment, so supervisors can identify areas of opportunity and development to improve the customer experience.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Understand performance<\/h3>\r\nAsk natural language questions about metrics and trends without navigating complex dashboards. Simplify the user experience, improve speed to insight and lower the barrier to understand key metrics.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Auto-summarisation for agents using Generative AI<\/h3>\r\nCreate interaction summaries based on contextual understanding of what happened in a customer interaction, reducing effort and helping pinpoint key takeaways. [\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3 class=\"h5\">Next-best action guidance on cue<\/h3>\r\nWith the Genesys Cloud\u2122 platform, Agent Copilot supports agents by providing custom scripting, surfacing the right tool or form in the moment, and suggesting what action the agent should take next as interactions progress.[\/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=\"\"]\r\n<h2>See what our customers are saying<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-4\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcustomer-stories|title:Read%20all%20stories|\"][\/vc_column][vc_column][customer_carousel pull_type=\"advanced\" adv_customer_stories=\"%5B%7B%22customer_story%22%3A%22512140%22%2C%22customer_story_quote%22%3A%22I%E2%80%99m%20really%20excited%20about%20the%20future%20of%20customer%20experience.%20I%20think%20that%20Genesys%20has%20a%20nice%20balance%20between%20understanding%20that%20the%20better%20an%20Agent%20experience%20we%20have%2C%20the%20better%20the%20customer%20experience%20will%20be.%22%2C%22customer_story_speaker%22%3A%22Ceri%20Davies%2C%20Manager%20Customer%20Centre%2C%20Virgin%20Atlantic%22%2C%22customer_story_new_tab%22%3A%22no%22%7D%5D\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][chunker chunk_template=\"614947\"][\/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 css=\".vc_custom_1669151417686{padding-top: 0px !important;padding-bottom: 0px !important;}\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h2>See what else you can do with Genesys<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fcapabilities|title:Explore%20all%20capabilities|\"][\/vc_column][vc_column][capability_list theme=\"icon-bg\" hover_color=\"text-white\" background_color=\"bgc-navy\" lobby_slug=\"ai-and-automation\"][\/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=\"\"]\r\n<h2>Find out more about Genesys Cloud copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][vc_column elemental_order=\"order-5\" offset=\"vc_col-md-6\"][component_button cta_style=\"btn-chev\" content_alignment=\"text-right\" tablet_alignment=\"text-center\" button_color=\"btn-secondary\" primary_cta=\"url:%2Fen-sg%2Fresources|title:View%20all%20resources|\"][\/vc_column][vc_column][related_posts hide_title=\"yes\"][\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1748541509010{background-image: url(https:\/\/www.genesys.com\/media\/form_background.png?id=574784) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\" el_class=\"px-0 py-2 px-md-5 py-md-5\" el_id=\"demo\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>See Genesys Cloud Copilot in action<\/h2>\r\nWith our copilots, contact centre employees can uncover timely information, build stronger connections and more.[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\" offset=\"vc_col-sm-offset-1\"][mktoform form_action=\"inline\" cta_button=\"Book your demo today\" form_type=\"hot\" ar_status=\"Hot Lead\" cta_header=\"\" cid_id=\"7014X000003AexeQAC\" target=\".thank-you\" form_additional_classes=\"no-bg-form\"][vc_column_text css=\"\" el_class=\"thank-you\"]\r\n<p class=\"h4\">Thank you for your interest.<\/p>\r\nWe\u2019ll contact you directly to set up a date and time that works with your schedule.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"5\/12\"][vc_column_text css=\"\"]\r\n<h2>Frequently asked questions about copilots<\/h2>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"5\/6\" offset=\"vc_col-sm-offset-1\"][faqmodule][faqitem item_question=\"What are the different types of agents?\"]In a customer service context, different types of autonomous agents include inbound agents (who handle incoming customer calls), outbound agents (who make calls to customers), sales agents, support agents and live chat agents, sometimes called digital agents. There are also automated Agents, like Chatbots or IVR systems. Agent could also refer to AI agents, which are semi-autonomous or fully autonomous AI and can perform functions in support of work assigned to people.\r\n\r\nOutside the contact centre, an agent is anyone who works directly with customers. Loan officers, insurance brokers, patient advocates and other front-office employees are examples of Agents and have the same needs for information and automation.[\/faqitem][faqitem item_question=\"What is an example of a virtual agent?\"]Virtual agents use artificial intelligence to understand and respond to user queries. Virtual agents often use AI to enable conversations using natural language processing (NLP). They can also perform tasks through robotic process automation (RPA).\r\n\r\nSiri by Apple, Alexa by Amazon and Google Assistant are examples of virtual agents for search. Chatbots, voicebots and IVR via website or mobile app are also virtual agents.[\/faqitem][faqitem item_question=\"What is an AI agent copilot?\"]AI agent copilot, sometimes called agent assist, refers to AI technologies that support human agents in handling customer interactions. These automated systems can suggest responses; provide relevant information in real time to answer questions before they\u2019re asked; automate and execute business processes and tasks; and help agents resolve customer queries more effectively and efficiently.[\/faqitem][faqitem item_question=\"What kind of AI does agent copilot use?\"]A CX copilot uses multiple forms of AI. Conversational AI, Agentic AI and Generative AI work with the conversation through transcription, insight extraction, summarisation and more. Semantic search enables intent-based information retrieval from a knowledge base. In addition, predictive AI is used to determine likely outcomes and can suggest or automate the next-best action.[\/faqitem][faqitem item_question=\"What is the difference between supervisor copilot and virtual supervisor?\"]Supervisor copilots, like Genesys Cloud Copilot, enhance the work of supervisors to reduce manual effort by summarising interactions, automating translation and generating key insights from interactions. Supervisors can focus on higher value tasks like personalised coaching and development for agents and can make data-driven decisions. Virtual supervisor AI automates routine tasks like scoring evaluations.[\/faqitem][faqitem item_question=\"Can Genesys Cloud Copilot integrate seamlessly with an administrator or supervisor\u2019s existing tools, such as workforce management and analytics platforms?\"]Yes, Genesys Cloud Copilot is native to the Genesys Cloud platform. Its access to data and tools in Genesys Cloud matches its user\u2019s access. As a component of Genesys Cloud, it has native access to data, analytics, tools and more.[\/faqitem][faqitem item_question=\"Do all users of Genesys Cloud Copilot use it in the same way?\"]No, every user leverages different AI agents in Genesys Cloud Copilot, depending on their job responsibilities. AI agents are assigned to users in Genesys Cloud AI Studio.[\/faqitem][\/faqmodule][\/vc_column][\/vc_row][\/vc_section]","post_title":"Agent copilot","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"copilots","to_ping":"","pinged":"","post_modified":"2026-05-18 11:14:47","post_modified_gmt":"2026-05-18 18:14:47","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/capabilities\/agent-assist","menu_order":0,"post_type":"capabilities","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":416506,"post_author":"717","post_date":"2022-01-18 14:44:18","post_date_gmt":"2022-01-18 22:44:18","post_content":"","post_title":"The power and possibility of AI","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"human-connection-power-possibility-ai-ebook","to_ping":"","pinged":"","post_modified":"2025-12-22 17:14:45","post_modified_gmt":"2025-12-23 01:14:45","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/enriching-human-connections-with-ai","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":532961,"post_author":"304","post_date":"2024-08-13 15:38:01","post_date_gmt":"2024-08-13 22:38:01","post_content":"Handling competitive pressure is nothing new, but excelling in today\u2019s business landscape requires more than delivering an exceptional customer experience. It\u2019s widely acknowledged that supporting the employee experience (EX) is equally crucial in business success.\r\n\r\nThe transition to remote and hybrid work models has necessitated the need for improved tools and support to maintain employee productivity and engagement, leading to major changes in the industry. Happy, engaged employees are more productive and deliver superior customer service, which directly impacts a company's success. The elements of that experience impact all areas of the business.\r\n\r\nOrganisations now recognise that investing in the employee experience fosters a positive work culture, reduces turnover and drives overall business performance. It\u2019s a critical focus in today's corporate landscape.\r\n\r\nNow it\u2019s possible to seamlessly connect customer experience and employee experience without restricting your vendor options.\r\n<h2>Making Your Employees a Priority<\/h2>\r\nConsistently delivering good customer service while keeping costs down is a balancing act among staffing demands, meeting KPIs and adhering to service level requirements with employee workload, engagement and availability.\r\n\r\nOn top of this, your contact centre workforce often spends too much time gathering information to handle common tasks, which limits their ability to add value. This inefficiency not only frustrates employees, but it also negatively affects the customer experience.\r\n\r\nTraditional off-premises systems likely hold you back from managing employee expectations and gaining insights from data, which help identify areas for improvement. For instance, these systems often lack the integration capabilities required for seamless operations. And if you can\u2019t see all your data and correlate it, then it\u2019s useless for improving your employee experience and business operations.\r\n\r\nConsider the infamous \u201choliday meltdown\u201d of 2022. Amid the lingering effects of the pandemic, a major US-based airline faced a combination of an unprecedented surge in travel demand along with severe weather conditions. The airline's outdated scheduling software and limited staffing models couldn't handle the spike, resulting in widespread flight cancellations and delays.\r\n\r\nThe crisis significantly impacted the airline\u2019s revenue, reputation and employee morale. And it served as a wake-up call for all industries on what can go wrong when you're put the employee experience second.\r\n\r\nRecent trends in scalable cloud-based technology, along with the rise in remote and hybrid work, have transformed how employees engage. Additionally, the introduction of <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">artificial intelligence (AI)<\/a> presents new opportunities for an even more dynamic and evolving work environment.\r\n\r\nIf your technology cannot keep pace with advancements and effectively modernise your workforce, then your employees\u2019 experience will suffer \u2014 and so will the customer experience. This creates a vicious cycle where poor employee experience results in subpar customer service, further stressing your employees.\r\n<h2>The Next Step in Employee Experience<\/h2>\r\nAfter years of focusing on improving <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/digital\" target=\"_blank\" rel=\"noopener\">digital engagement<\/a> and websites, rapidly evolving trends are reshaping employee expectations. For example, the rise of social media has made workplace culture more visible, influencing how potential employees perceive your company. Transparent communication and a positive work environment, supported by modern technology, can attract top talent and improve overall workforce morale.\r\n\r\nThese shifts make it imperative for businesses to keep up with the technology their employees use. New advancements offer businesses an opportunity to significantly improve support for employees and customers without the need to build custom solutions.\r\n\r\nAdditionally, providing employees with the tools they need to succeed, such as knowledge assistance and engagement through gamification, empowers them to make informed decisions and feel more connected to their work.\r\n<h2>EX Tools to Connect Old and New<\/h2>\r\nLet\u2019s face the facts: Nearly all on-premises software will reach end-of-life eventually. However, not every company is ready to <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/technical-considerations-of-moving-from-on-premises-to-cloud\" target=\"_blank\" rel=\"noopener\">move to the cloud<\/a> at the same time.\r\n\r\nThe <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud-ex\" target=\"_blank\" rel=\"noopener\">Genesys Cloud EX\u2122 solution<\/a> offers a standalone option for contact centres that aren\u2019t ready for a full cloud transition but still desire a modern workforce engagement management (WEM) solution that\u2019s compatible with an eventual full cloud migration. It\u2019s especially beneficial for on-premises businesses that need help with scheduling, forecasting, quality management, gamification, performance and coaching.\r\n\r\nGenesys Cloud EX prepares your business for the future. It\u2019s easy to implement with the same code base as other Genesys products, providing immediate benefits that extend through a future migration to any cloud platform.\r\n\r\nPre-built connectors enable the integration of contact centre interaction data into your workforce engagement solution on Genesys Cloud EX. These connectors are compatible with <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/cx-transformation-primer-7-tips-for-continued-success\" target=\"_blank\" rel=\"noopener\">existing Genesys Engage\u2122 on-premises customers<\/a> as well as companies using Avaya and Amazon Connect. By integrating with other critical business systems, you have everything you need in one place to manage and engage your workforce, making it an easy transition to modern technology.\r\n\r\nThese connectors also support speech analytics across all voice interactions. Interaction data from your current contact centre system loads into the EX software, identifying trends and topics for improvement through coaching, learning and gamification. Unified scheduling and forecasting, along with built-in security and compliance, allow comprehensive management of employee experience.\r\n<h2>Advantages of Natively Built WEM Solutions<\/h2>\r\nOn-premises software capabilities might still meet some of your unique needs for employees, making it hard to see the value beyond the familiar. However, supporting your business overall requires integrated solutions.\r\n\r\nMany third-party systems pose problems \u2014 even if they\u2019re marketed as \"all-in-one\" \u2014 because they aren\u2019t built on the same code base. Bolt-on solutions add multiple software layers, while natively built solutions share a unified code base and platform. And they\u2019re designed from the ground up to work together.\r\n\r\nLet\u2019s explore how these approaches differ in practice.\r\n\r\nWith bolt-on solutions, you have recording data, but it\u2019s not seamlessly connected to your forecasting data. These separate systems require additional integrations to transfer recording data into another system for forecasting, resulting in a more brittle setup and less accurate predictions.\r\n\r\nThis disjointed approach means you don\u2019t have a clean line of data for average handle time or interaction volume, nor clear information on queue performance and meta data, leading to less accurate forecasts.\r\n\r\nIn contrast, built-in connectors integrate systems for consistent data across scheduling, forecasting, quality assurance, speech analytics and gamification. This eliminates hidden fees and maintenance costs associated with managing multiple components.\r\n\r\nSeamless integration ensures that all aspects of the employee experience are managed cohesively, providing a smoother and more efficient operation. Compliance metrics are also built into a single solution, ensuring consistency and reliability.\r\n\r\nWith a natively built solution, all employee interactions can be tracked according to your strategy and analysed in real-time. This provides immediate feedback, allowing proactive adjustments. Such responsiveness can significantly enhance employee satisfaction and performance, as issues are promptly and effectively addressed.\r\n<h2>AI-Powered Experiences for Long-Term Growth<\/h2>\r\nWhen comparing connectors to an all-in-one system versus bolted-on systems, it is essential to understand their specific advantages. Real-time AI accelerators reduce manual tasks, improving efficiency and allowing teams to focus on more strategic activities.\r\n\r\nAI-powered workforce engagement on the Genesys Cloud EX native platform offers significant value without requiring a full transition to the cloud, keeping future platform decisions open.\r\n\r\nFor example, AI can automate routine tasks, freeing up employees to focus on more complex and rewarding activities. This not only boosts productivity but also enhances job satisfaction.\r\n\r\nAI-driven insights can provide personalised training and development opportunities, helping employees grow and advance in their careers. These tools ensure that employees feel valued and supported, which is crucial for maintaining high levels of engagement and motivation.\r\n<h2>Adapting a Modern Workforce Management Strategy<\/h2>\r\nEmployees thrive with a positive work environment, and their satisfaction is essential to customer satisfaction. By investing in advanced workforce engagement solutions, companies can cultivate a more dynamic and responsive work environment.\r\n\r\nIt\u2019s time to prioritise employee engagement with modern technology. Discover how Genesys Cloud EX can better position you to adapt to changing market demands, <a href=\"https:\/\/www.genesys.com\/en-sg\/genesys-cloud-ex\" target=\"_blank\" rel=\"noopener\">deliver an exceptional customer experience<\/a> and achieve sustainable growth. And read \"<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/practical-guide-workforce-planning?ost_tool=blog&ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">A practical guide to modern workforce planning<\/a>\" to understand how AI creates new opportunities in workforce management and planning.\r\n\r\n&nbsp;","post_title":"Modernising the Employee Experience with an AI-Powered WEM Solution","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"modernising-the-employee-experience-with-an-ai-powered-wem-solution","to_ping":"","pinged":"","post_modified":"2024-10-24 17:15:33","post_modified_gmt":"2024-10-25 00:15:33","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/blog\/post\/modernising-the-employee-experience-with-an-ai-powered-wem-solution","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"}]},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/532974","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\/316"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/532974\/revisions"}],"predecessor-version":[{"id":532978,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/webinars\/532974\/revisions\/532978"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/532462"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=532974"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=532974"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=532974"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=532974"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=532974"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=532974"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=532974"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=532974"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=532974"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=532974"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=532974"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}