{"id":577215,"date":"2025-06-16T18:20:41","date_gmt":"2025-06-17T01:20:41","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes"},"modified":"2025-06-16T18:22:16","modified_gmt":"2025-06-17T01:22:16","slug":"when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/en-sg\/webinars\/when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes","title":{"rendered":"When people and AI team up: Empowered agents and supervisors for better CX outcomes"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;6\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p class=\"pre_h1 eyebrow\">On-demand webinar<\/p>\n<p>[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1743799778457{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">When people and AI team up:<br \/>\nEmpowered agents and supervisors for better CX outcomes<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Discover how Genesys Cloud\u2122 Agent and Supervisor Copilots work together to create a smarter, more efficient contact centre \u2014 helping agents deliver better customer service while enabling supervisors to optimise team performance.[\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#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 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type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Last Name\">\n        <label for=\"fe191\">Last Name<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telephone\">\n        <label for=\"fe215\">Telephone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principal<\/option><option value=\"Engineer \/ Architect\">Engineer \/ Architect<\/option><option value=\"Consultant\">Consultant<\/option><option value=\"Analyst\">Analyst<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe219\">Job Level<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Claims<\/option><option value=\"Collections\">Collections<\/option><option value=\"Contact Center Management\">Contact Center Management<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Digital Channels<\/option><option value=\"Finance\">Finance<\/option><option value=\"Human Resources\">Human Resources<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Information Technology<\/option><option value=\"IT Architecture\">IT Architecture<\/option><option value=\"IT Infrastructure\">IT Infrastructure<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Operations \/ Process Management<\/option><option value=\"Production Management\">Production Management<\/option><option value=\"Purchasing\">Purchasing<\/option><option value=\"Sales\">Sales<\/option><option value=\"Unknown\">Unknown<\/option>\n        <\/select>\n        <label for=\"fe218\">Job Function<span 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cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">State\/Province<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"City\">\n        <label for=\"fe226\">City<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Job Title\">\n        <label for=\"fe220\">Job Title<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banking<\/option><option value=\"Business Services\">Business Services<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option 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<select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Just researching<\/option><option value=\"Gathering business requirements\">Gathering business requirements<\/option><option value=\"Comparing solutions\">Comparing solutions<\/option><option value=\"Ready for a conversation\">Ready for a conversation<\/option>\n        <\/select>\n        <label for=\"fe222\">Level of Interest<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No Contact Centre<\/option><option value=\"Don't Know\">Don't Know<\/option>\n        <\/select>\n        <label for=\"fe225\">Number of Agent Seats<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Yes. 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=\"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;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span data-contrast=\"auto\">Genesys Cloud Copilots can drive:<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span><\/h4>\n<p>&nbsp;<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"31\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Lower costs<\/span><\/b><span data-contrast=\"auto\"> \u2013 Reduce staffing, training and operational expenses with automation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"31\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Increased efficiency<\/span><\/b><span data-contrast=\"auto\"> \u2013 Agents handle more interactions, supervisors spend less time on manual work, and quality assessments scale effortlessly.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"30\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Better decision-making<\/span><\/b><span data-contrast=\"auto\"> \u2013 AI insights help leaders identify trends, gaps and opportunities, enabling smarter strategies.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"30\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Stronger employee and customer satisfaction<\/span><\/b><span data-contrast=\"auto\"> \u2013 Happier agents deliver better customer experiences, leading to higher customer satisfaction and Net Promoter Scores.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"30\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Scalability without complexity<\/span><\/b><span data-contrast=\"auto\"> \u2013 AI allows your business to expand seamlessly, adapting to growing customer demands.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Genesys Cloud Copilots don\u2019t just make tasks easier \u2014 they make customer interactions more meaningful, empower employees and drive better business outcomes.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_row_inner equal_height=&#8221;yes&#8221; el_class=&#8221;bgc-lgray form-card&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3 style=\"text-align: center;\">Meet the experts<\/h3>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#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\/Lindsey-Ray-Bonanni-headshot.png\" alt=\"Lindsey Ray Bonanni\" ><\/div><div class=\"details\"><p class=\"name h5\">Lindsey Ray Bonanni<\/p><p class=\"info\">Director of Product Marketing, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#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\/Leor-Grebler-headshot.png\" alt=\"Leor Grebler\" ><\/div><div class=\"details\"><p class=\"name h5\">Leor Grebler<\/p><p class=\"info\">Principal Product Manager, AI Copilot, Genesys<\/p><\/div><\/div><div class=\"bio\"><\/div><\/div>[\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;6\/12&#8243;][vc_column_text css=&#8221;&#8221;] On-demand webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1743799778457{margin-bottom: 20px !important;}&#8221;] When people and AI team up: Empowered agents and supervisors for better CX outcomes [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Discover how Genesys Cloud\u2122 Agent and Supervisor Copilots work together to create a smarter, more efficient contact centre \u2014 helping agents deliver better customer service [&hellip;]<\/p>\n","protected":false},"author":316,"featured_media":564937,"template":"","tax_priority":[],"tax_contenttheme":[14904],"tax_bundle":[15268],"tax_contenttheme2":[16156],"tax_capability_sitewide":[16201,16256],"tax_products_programs":[16477],"tax_buying_job":[16633,16651],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-577215","webinars","type-webinars","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-sg","tax_bundle-genesys-ai-en-sg","tax_contenttheme2-improve-employee-experience-en-sg","tax_capability_sitewide-ai-and-automation-en-sg","tax_capability_sitewide-digital-en-sg","tax_products_programs-genesys-ai-en-sg","tax_buying_job-job-1-problem-identification-en-sg","tax_buying_job-job-2-solution-exploration-en-sg"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":487500,"post_author":"316","post_date":"2023-08-15 23:17:09","post_date_gmt":"2023-08-16 06:17:09","post_content":"","post_title":"Speech and text analytics on-demand demo","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"speech-text-analytics-on-demand-demo","to_ping":"","pinged":"","post_modified":"2025-10-06 06:56:11","post_modified_gmt":"2025-10-06 13:56:11","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/speech-and-text-analytics-on-demand-demo","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":556737,"post_author":"1121","post_date":"2025-02-07 13:30:52","post_date_gmt":"2025-02-07 21:30:52","post_content":"Customer expectations for experiences that are seamless, highly personalised and immediate are at an all-time high. For businesses, this shift in customer behaviour is both a challenge and an opportunity. To stay competitive, companies must <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/proactive-service-using-ai-to-anticipate-customer-needs\" target=\"_blank\" rel=\"noopener\">evolve their customer experience (CX) strategies<\/a> to meet these rising expectations, providing not just service \u2014 but highly personalised engagements that resonate with customers on an individual level. This is where the <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/unlocking-roi-how-conversational-ai-transforms-contact-centres\" target=\"_blank\" rel=\"noopener\">power of conversational AI<\/a> can come into play.\r\n\r\nConversational AI, powered by machine learning and natural language processing (NLP), allows businesses to scale their customer support and provide highly personalised engagements. And <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\">virtual agents<\/a>, the next step in conversational AI, can handle end-to-end customer interactions, offering immediate, tailored support that can reduce friction, improve customer satisfaction, enhance the employee experience and help to build customer loyalty.\r\n<h2>Meeting Rising Customer Expectations<\/h2>\r\nConsumers now have instant access to information on various devices; they expect brands to meet them where they are \u2014 on their terms. Whether it\u2019s making a purchase, seeking support or providing feedback, customers want an effortless, personalised experience. And they expect these <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">levels of personalisation<\/a> from every brand they interact with, regardless of industry.\r\n\r\nPersonalisation is no longer a differentiator \u2014 it's a critical component of any successful customer experience strategy.\r\n\r\nAccording to the Genesys \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-state-of-customer-experience?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">State of customer experience<\/a>\u201d report, about three quarters of consumers surveyed globally say they will buy more, more often from and recommend brands that consistently personalise their experiences. And 79% of consumers surveyed said they\u2019d recommend the company to a friend or colleague if they were assured a personalised purchase experience every time they shop with a certain company.\r\n<h2>Virtual Agents: Taking Conversational AI to the Next Level<\/h2>\r\nAt its core, conversational AI enables businesses to interact with customers in a more natural way, creating a more personalised and engaging experience. By harnessing advanced machine learning and NLP, AI-powered virtual agents can understand customer intent, respond in real time and deliver personalised solutions based on individual preferences and previous engagements.\r\n\r\nLarge language models (LLMs), such as the OpenAI GPT model, are the foundation of many advanced virtual agents. These models have been trained on vast datasets and can generate coherent and contextually appropriate text. This enhances the abilities of traditional conversational AI like chatbots.\r\n\r\nGenerative AI is used to create new content, such as texts, images or audio. In virtual agents, generative AI can craft human-like responses and engage users more effectively than traditional methods.\r\n\r\nBecause of these advancements, virtual agents transform conversational AI \u2014 and can greatly enhance various aspects of the customer experience. It can offer highly personalised support, allowing for always-on availability, reduce points of customer frustration and, ultimately, build long-term loyalty. Let\u2019s look at each of these benefits in detail.\r\n<h2>1. Personalise Customer Support<\/h2>\r\nTraditional customer support channels can often involve long wait times, repetitive interactions and responses that don\u2019t meet a customer\u2019s specific and personalised needs. With AI-powered virtual agents, companies can track and analyse previous interactions, allowing <a href=\"https:\/\/www.genesys.com\/en-sg\/blog\/post\/modern-contact-centre-ai-the-power-and-possibility\" target=\"_blank\" rel=\"noopener\">virtual agents to personalise engagements<\/a> and surface relevant insights.\r\n\r\nAnd instead of responding only to specific inputs, virtual agents use AI and natural language understanding (NLU) to interpret customer needs in real time. They can go beyond the defined scope of traditional chatbots to easily address complex or multiple intents. And they can dynamically adjust responses based on the conversation and capture context and relevant information that can also be handed to human agents, if needed.\r\n\r\nFor example, if a customer has an issue with an order, an AI-powered virtual agent can access the customer\u2019s order history and instantly provide status updates, refund options or troubleshooting steps \u2014 without requiring the customer to repeat themselves. This level of personalisation reduces friction and enhances the overall customer experience.\r\n\r\nMoreover, these virtual agents can learn from each interaction. Using AI-powered intent and sentiment analysis allows the virtual agents to continuously improve, further enhancing the customer experience. Data can reveal common steps taken, where customers become frustrated or exit the interaction, and other efficiencies. Virtual agents then can refine responses, better anticipate customer needs and improve customer journeys.\r\n<h2>2. Contain Unexpected Surges in Support Calls<\/h2>\r\nCustomers don\u2019t only need help during \u201cnormal\u201d business hours. Conversational AI can provide customer support around the clock \u2014 no matter when a customer reaches out. Unlike human agents, who often only work during specific hours, AI-powered virtual agents are available 24\/7. This ensures that customers can get the support they need at any time of day or night.\r\n\r\nVirtual agents can also handle an unlimited number of interactions simultaneously, ensuring that businesses can scale their customer support without having to hire and train an ever-growing team of agents. This capability is crucial for handling surges in demand, such as during peak shopping seasons or product launches, while maintaining high-quality service.\r\n\r\nWhen you create a seamless customer experience in which a virtual agent is the first point of contact for customers, your contact centre agents have more time to focus on more sensitive or high-touch interactions. In addition, if a virtual agent does handle the entire end-to-end interaction \u2014 without a human intervening \u2014 that virtual agent can write a summary and tag a predefined wrap-up code to the conversation. This post-interaction is the same a human agent would perform and is another way to alleviate the human agent from having to complete rote, time-consuming tasks.\r\n<h2>3. Reduce Friction and Build Loyalty<\/h2>\r\nDisjointed customer experiences can be detrimental to the bottom line. Friction in customer interactions can lead to frustration, dissatisfaction, lost sales and diminished customer loyalty. In fact, about 30% of consumers surveyed in the \u201c<a href=\"https:\/\/www.genesys.com\/en-sg\/resources\/the-state-of-customer-experience?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">State of customer experience<\/a>\u201d report say they stopped using a company after a negative interaction in the past year.\r\n\r\nAI-powered virtual agents can provide fast, accurate and efficient responses to customer queries. Whether a customer is asking about product availability, trying to troubleshoot an issue or seeking a refund, conversational AI can quickly guide them to a resolution without the need for unnecessary steps or transfers to human agents.\r\n\r\nA personalised, frictionless experience has a lasting impact on customer loyalty. When customers feel understood and valued, they are more likely to purchase more, more often, from a brand. They\u2019re also more likely to recommend the brand to friends or family \u2014 and buy from that brand again.\r\n\r\nBy providing personalised recommendations, anticipating customer needs and offering tailored solutions, AI-powered virtual agents can help create a sense of connection with the customer. This creates an emotional bond between the brand and the customer, which is essential for fostering loyalty.\r\n<h2>Understanding the Conversational AI Marketplace<\/h2>\r\nAs customer expectations continue to rise, businesses must find innovative ways to meet the demand for personalised, efficient and seamless customer experiences. It\u2019s clear that conversational AI will be a game-changer for companies that want to stand out for their customer experience.\r\n\r\nFrom 24\/7 availability and personalised support to proactive engagement and frictionless interactions, conversational AI is helping businesses to deliver high-quality support that reduces friction, improves customer and employee satisfaction, and builds long-standing loyalty. And with advanced tools like virtual agents, businesses can create seamless and highly personalised end-to-end customer interactions \u2014 at scale.\r\n\r\nGenesys was recently recognised as a Strong Performer in the Gartner<sup>\u00ae<\/sup> Voice of the Customer for Enterprise Conversational AI Platforms report. To help businesses during the buying process, the report provides collective user feedback and individual reviews on seven enterprise conversational AI platforms. And, in this report, as of Aug 2024, 94% of peer reviewers would recommend <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">Genesys Cloud\u2122 AI<\/a>.\r\n\r\n<a href=\"https:\/\/www.genesys.com\/en-sg?post_type=resources&p=552351&ost_tool=blog&ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">Download the full Gartner report<\/a> and see why 94% of peer reviewers would recommend Genesys solutions. You\u2019ll also get insights on the value of a conversational AI platform, the Gartner Peer Insight evaluation of AI providers, and tips for navigating the market to choose the right AI solution.\r\n\r\nAnd learn more about Genesys Cloud AI to see what you can accomplish with a <a href=\"https:\/\/www.genesys.com\/en-sg\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">Genesys Virtual Agent<\/a>.\r\n\r\n&nbsp;\r\n\r\n<em>Gartner, Voice of the Customer for Enterprise Conversational AI Platforms, 29 November 2024<\/em>\r\n\r\n<em>Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences with the vendors listed on the platform, should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.<\/em>\r\n\r\n<em>GARTNER is a registered trademark and service mark of Gartner, Inc. and\/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.<\/em>\r\n\r\n&nbsp;","post_title":"3 Ways Conversational AI Is Transforming CX Personalisation","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-ways-conversational-ai-is-transforming-cx-personalisation","to_ping":"","pinged":"","post_modified":"2025-02-10 13:38:13","post_modified_gmt":"2025-02-10 21:38:13","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=556737","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":563018,"post_author":"316","post_date":"2025-03-23 16:02:38","post_date_gmt":"2025-03-23 23:02:38","post_content":"","post_title":"The AI-Powered Experience Orchestration playbook","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"ai-powered-experience-orchestration-playbook","to_ping":"","pinged":"","post_modified":"2025-03-27 17:28:01","post_modified_gmt":"2025-03-28 00:28:01","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=563018","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_title":"Empower agents and supervisors with Genesys Cloud Copilots | Genesys ","meta_description":"Discover how Genesys Cloud Copilots automate tasks, surface real-time insights and enhance agent and supervisor efficiency within the contact centre.  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