{"id":574717,"date":"2025-05-29T05:35:58","date_gmt":"2025-05-29T12:35:58","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/personas-e-ia-en-equipo-agentes-y-supervisores-mas-eficaces-para-una-mejor-cx"},"modified":"2025-05-29T05:36:21","modified_gmt":"2025-05-29T12:36:21","slug":"personas-e-ia-en-equipo-agentes-y-supervisores-mas-eficaces-para-una-mejor-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/es-mx\/webinars\/personas-e-ia-en-equipo-agentes-y-supervisores-mas-eficaces-para-una-mejor-cx","title":{"rendered":"Personas e IA en equipo: agentes y supervisores m\u00e1s eficaces para una mejor CX"},"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;]<br \/>\nGrabaci\u00f3n de Webinar<br \/>\n[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1743799778457{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">Personas e IA en equipo:<br \/>\nagentes y supervisores m\u00e1s eficaces para una mejor CX<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubre c\u00f3mo los Agent Copilot y Supervisor de Genesys Cloud\u2122 trabajan en conjunto para crear un contact center m\u00e1s inteligente y eficiente, ayudando a los agentes a ofrecer un mejor servicio al cliente y a los supervisores a optimizar el rendimiento de sus equipos.[\/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=\"5\" 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\">Bienvenido de nuevo,<\/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\">\u00bfNo es usted?<\/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\" value=\"7014X000003AhCG\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/webinars\/574717?thankyou=574717&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/webinars\/574717\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"es-mx\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/webinars\/574717\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"574717\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nombre\">\n        <label for=\"fe190\">Nombre<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Apellido\">\n        <label for=\"fe191\">Apellido<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\">Vicepresidente<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Ingeniero \/ arquitecto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Socio<\/option><option value=\"Staff\">Personal<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe219\">Nivel<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\">Reclamos<\/option><option value=\"Collections\">Cobranzas<\/option><option value=\"Contact Center Management\">Gesti\u00f3n del centro de contacto<\/option><option value=\"Customer Experience\">Experiencia del cliente<\/option><option value=\"Customer Service\">Servicio al Cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Canales digitales y de comercio electr\u00f3nico<\/option><option value=\"Finance\">Finanzas<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnolog\u00edas de la informaci\u00f3n<\/option><option value=\"IT Architecture\">Arquitectura de TI<\/option><option value=\"IT Infrastructure\">Infraestructura de TI<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Mercadeo<\/option><option value=\"Operations \/ Process Management\">Gesti\u00f3n de operaciones \/ procesos<\/option><option value=\"Production Management\">Gesti\u00f3n de la producci\u00f3n<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Ventas<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe218\">Funci\u00f3n<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=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Tel\u00e9fono\">\n        <label for=\"fe215\">Tel\u00e9fono<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=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds\n<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Ciudad\/Estado<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=\"Ciudad\">\n        <label for=\"fe226\">Ciudad<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=\"Cargo\">\n        <label for=\"fe220\">Cargo<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\">Banca<\/option><option value=\"Business Services\">Servicios empresariales<\/option><option value=\"Capital Markets\">Mercado de Capitales<\/option><option value=\"Communications\">Comunicaciones<\/option><option value=\"Consumer Products\">Bienes de Consumo<\/option><option value=\"Defense & Intelligence\">Defensa e Inteligencia<\/option><option value=\"Education & Non-Profit\">Educaci\u00f3n y Sin \u00c1nimo de Lucro<\/option><option value=\"Energy & Utilities\">Energ\u00eda y Servicios P\u00fablicos<\/option><option value=\"Entertainment\">Entretenimiento<\/option><option value=\"Government\">Gobierno<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Biociencias<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufactura<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Proveedores<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Tecnolog\u00eda<\/option><option value=\"Travel & Hospitality\">Viajes & Hoteleria<\/option><option value=\"Retail Banking\">Banca de Retail<\/option><option value=\"Other\">Otro<\/option>\n        <\/select>\n        <label for=\"fe221\">Industria<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=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Apenas investigando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de negocio<\/option><option value=\"Comparing solutions\">Comparando soluciones<\/option><option value=\"Ready for a conversation\">Listo para una conversaci\u00f3n<\/option>\n        <\/select>\n        <label for=\"fe222\">Nivel de Inter\u00e9s<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\">De 1 a 20<\/option><option value=\"21-50\">Entre 21 y 50<\/option><option value=\"51-100\">Entre 50 y 100<\/option><option value=\"101-300\">Entre 101 y 300<\/option><option value=\"301-500\">Entre 301 y 500<\/option><option value=\"501-1000\">Entre 501 y 1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No tengo un Centro de Contacto<\/option><option value=\"Don't Know\">No lo s\u00e9<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de Agentes<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\">S\u00ed. Deseo recibir informaci\u00f3n de Genesys por correo electr\u00f3nico o tel\u00e9fono.<\/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\">Quiero ser contactado por un especialista de CX.<\/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=\"Ver ahora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Ver ahora\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Al proporcionar su informaci\u00f3n, usted acepta nuestra \n <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">pol\u00edtica de privacidad<\/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>Los copilotos de Genesys Cloud pueden impulsar:<\/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\"><strong>Reducci\u00f3n de costes<\/strong> \u2013 Menos necesidad de personal, formaci\u00f3n y tareas operativas gracias a la automatizaci\u00f3n.<\/li>\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\"><strong>Mayor eficiencia<\/strong> \u2013 Los agentes gestionan m\u00e1s interacciones, los supervisores dedican menos tiempo al trabajo manual y las evaluaciones de calidad se escalan con facilidad.<\/li>\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\"><strong>Mejores decisiones<\/strong> \u2013 La IA ofrece informaci\u00f3n clave para detectar tendencias, brechas y oportunidades, facilitando estrategias m\u00e1s inteligentes.<\/li>\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\"><strong>M\u00e1s satisfacci\u00f3n de empleados y clientes<\/strong> \u2013 Agentes m\u00e1s satisfechos ofrecen mejores experiencias, lo que se traduce en clientes m\u00e1s contentos y mayores \u00edndices de recomendaci\u00f3n (NPS).<\/li>\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\"><strong>Escalabilidad sin complejidad<\/strong> \u2013 La IA permite crecer de forma \u00e1gil y adaptarse a las demandas crecientes de los clientes.<\/li>\n<\/ul>\n<p>Los copilotos de Genesys Cloud no solo facilitan las tareas: hacen que cada interacci\u00f3n con el cliente sea m\u00e1s valiosa, empoderan a los empleados y contribuyen a lograr mejores resultados de negocio.[\/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;\">Conoce a los ponentes<\/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;] Grabaci\u00f3n de Webinar [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1743799778457{margin-bottom: 20px !important;}&#8221;] Personas e IA en equipo: agentes y supervisores m\u00e1s eficaces para una mejor CX [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubre c\u00f3mo los Agent Copilot y Supervisor de Genesys Cloud\u2122 trabajan en conjunto para crear un contact center m\u00e1s inteligente y eficiente, ayudando a [&hellip;]<\/p>\n","protected":false},"author":949,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[14934],"tax_bundle":[15272],"tax_contenttheme2":[16162],"tax_capability_sitewide":[16253,16212],"tax_products_programs":[16494],"tax_buying_job":[16637,16670],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-574717","webinars","type-webinars","status-publish","hentry","tax_contenttheme-level-up-your-technology-es-mx","tax_bundle-genesys-ai-es-mx","tax_contenttheme2-improve-employee-experience-es-mx","tax_capability_sitewide-digital-es-mx","tax_capability_sitewide-ai-and-automation-es-mx","tax_products_programs-genesys-ai-es-mx","tax_buying_job-job-1-problem-identification-es-mx","tax_buying_job-job-2-solution-exploration-es-mx"],"acf":{"utm_pass":false,"asset_expiration":"","resource_next_steps":[{"ID":556114,"post_author":"1121","post_date":"2025-02-04 09:07:55","post_date_gmt":"2025-02-04 17:07:55","post_content":"[vc_row][vc_column][vc_column_text css=\"\"]<span style=\"font-weight: 400;\">Customer expectations for experiences that are seamless, highly personalized and immediate are at an all-time high. For businesses, this shift in customer behavior is both a challenge and an opportunity.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">To stay competitive, companies must<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/proactive-service-using-ai-to-anticipate-customer-needs\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">evolve their contact center AI strategies<\/span><\/a><span style=\"font-weight: 400;\"> to meet these rising expectations, providing not just service \u2014 but highly personalized engagements that resonate with customers on an individual level. This is where the<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/unlocking-roi-how-conversational-ai-transforms-contact-centers\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">power of conversational AI<\/span><\/a><span style=\"font-weight: 400;\"> can come into play.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Conversational AI, powered by machine learning and<\/span> <a href=\"https:\/\/www.genesys.com\/definitions\/what-is-natural-language-processing\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">natural language processing (NLP)<\/span><\/a><span style=\"font-weight: 400;\">, allows businesses to scale their customer support and provide highly personalized content and engagements. And<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">virtual agents<\/span><\/a><span style=\"font-weight: 400;\">, 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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Meeting Rising Customer Expectations<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Consumers 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 customer feedback, your customers want an effortless, personalized experience. And they expect these<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">levels of personalization<\/span><\/a><span style=\"font-weight: 400;\"> from every brand they interact with, regardless of industry.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Personalization is no longer a differentiator \u2014 it\u2019s a critical component of any successful customer experience strategy.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">According to the Genesys \u201c<\/span><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">State of customer experience<\/span><\/a><span style=\"font-weight: 400;\">\u201d report, about three quarters of consumers surveyed globally say they will buy more, more often from and recommend brands that consistently personalize their experiences. And 79% of consumers surveyed said they\u2019d recommend the company to a friend or colleague if they were assured a personalized product recommendation or purchase experience every time they shop with a certain company.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Virtual Agents: Taking Conversational AI to the Next Level<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">At its core, conversational AI enables businesses to interact with customers in a more natural way, creating a more personalized and engaging experience. By harnessing advanced machine learning and NLP, AI-powered<\/span> <a href=\"https:\/\/www.genesys.com\/definitions\/what-is-a-virtual-agent\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">virtual agents<\/span><\/a><span style=\"font-weight: 400;\"> can understand customer intent, respond in real time and deliver personalized solutions based on individual preferences and previous engagements.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Large 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 AI chatbots.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Generative 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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Because of these advancements, virtual agents transform conversational AI \u2014 and can greatly enhance various aspects of the customer experience. It can offer highly personalized 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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">1. Personalized Offers and Customer Support<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Traditional customer support channels can often involve long wait times, repetitive interactions and responses that don\u2019t meet a customer\u2019s specific and personalized needs. With AI-powered virtual agents, companies can track and analyze previous interactions, allowing<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/modern-contact-center-ai-the-power-and-possibility\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">virtual agents to personalize engagements<\/span><\/a><span style=\"font-weight: 400;\"> and surface relevant customer insights.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">And 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 live chat to easily address complex or multiple intents. And they can dynamically adjust responses based on the conversation flows and capture context and relevant information that can also be handed to human agents, if needed.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">For 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 AI personalization reduces friction and enhances the overall customer experience.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Moreover, these virtual assistants can learn from each interaction. Using AI-powered intent and sentiment analysis allows the virtual agents to continuously improve, further enhancing the customer experience. Customer 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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">2. Contain Unexpected Surges in Support Calls<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Customers 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.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Virtual 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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">When you<\/span> <a href=\"https:\/\/www.genesys.com\/blog\/post\/the-power-of-ai-in-customer-experience-goes-beyond-the-chatbot\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">create a seamless customer experience in which an AI chatbot is the first point of contact<\/span><\/a><span style=\"font-weight: 400;\"> for customers, your call center 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 based on customer information and tag a predefined wrap-up code to the conversation.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">This post-interaction is the same a human agent would perform and it\u2019s another way to alleviate the human agent from having to complete rote, time-consuming tasks. And that can help to improve your agents\u2019 performance overall.\u00a0<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">3. Reduce Friction and Build Loyalty<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">Disjointed customer experiences can be detrimental to the bottom line and revenue growth. Friction in customer interactions can lead to frustration, dissatisfaction, lost sales and diminished customer loyalty.\u00a0<\/span>\r\n\r\n<span style=\"font-weight: 400;\">In fact, about 30% of consumers surveyed in \u201c<\/span><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">The State of Customer Experience<\/span><\/a><span style=\"font-weight: 400;\">\u201d report say they stopped using a company after a negative interaction in the past year.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">AI-powered virtual agents can provide fast, accurate and efficient responses to customer queries. Whether a customer is asking about product availability, trying to resolve issues or seeking a refund, conversational AI can quickly guide them to a resolution without the need for unnecessary steps or transfers to human agents.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">A personalized, 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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">By providing personalized 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.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=\"\"]\r\n<h2><span style=\"font-weight: 400;\">Understanding the Conversational AI Marketplace<\/span><\/h2>\r\n<span style=\"font-weight: 400;\">As customer expectations continue to rise, businesses must find innovative ways to meet the demand for offering personalized, 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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">From 24\/7 availability and personalized support to proactive, real-time 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 personalized end-to-end customer interactions \u2014 at scale.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">Genesys was recently recognized as a Strong Performer in the Gartner\u00ae Voice of the Customer for Enterprise Conversational AI Platforms report. To help businesses during the buying process, the report provides collective user experience feedback and individual reviews on seven enterprise conversational AI platforms. And, in this report, as of Aug 2024, 94% of peer reviewers would recommend<\/span> <a href=\"https:\/\/www.genesys.com\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys Cloud\u2122 AI<\/span><\/a><span style=\"font-weight: 400;\">.<\/span>\r\n\r\n<a href=\"https:\/\/www.genesys.com\/resources\/voice-of-the-customer-for-enterprise-conversational-ai-platforms?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Download the full Gartner report<\/span><\/a><span style=\"font-weight: 400;\"> 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.<\/span>\r\n\r\n<span style=\"font-weight: 400;\">And learn more about Genesys Cloud AI to see what you can accomplish with a <\/span><a href=\"https:\/\/www.genesys.com\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Genesys Virtual Agent<\/span><\/a><span style=\"font-weight: 400;\">.<\/span>\r\n\r\n<i><span style=\"font-weight: 400;\">Gartner, Voice of the Customer for Enterprise Conversational AI Platforms, 29 November 2024<\/span><\/i>\r\n\r\n<i><span style=\"font-weight: 400;\">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.<\/span><\/i>\r\n\r\n<i><span style=\"font-weight: 400;\">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.<\/span><\/i>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]","post_title":"3 Ways Conversational AI Is Transforming CX Personalization","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"3-ways-conversational-ai-is-transforming-cx-personalization","to_ping":"","pinged":"","post_modified":"2025-11-05 13:50:41","post_modified_gmt":"2025-11-05 21:50:41","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=556114","menu_order":0,"post_type":"blog","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":569642,"post_author":"853","post_date":"2025-04-29 17:37:10","post_date_gmt":"2025-04-30 00:37:10","post_content":"","post_title":"Playbook de estrategias para la orquestaci\u00f3n de experiencias potenciada con IA","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":"2025-05-01 23:37:10","post_modified_gmt":"2025-05-02 06:37:10","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/playbook-de-estrategias-para-la-orquestacion-de-experiencias-potenciada-con-ia","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":483610,"post_author":"906","post_date":"2023-08-04 05:53:38","post_date_gmt":"2023-08-04 12:53:38","post_content":"","post_title":"Speech and Text Analytics 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":"2025-10-01 06:42:21","post_modified_gmt":"2025-10-01 13:42:21","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=483610","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"}],"meta_title":"Impulsa a agentes y supervisores con los Genesys Cloud Copilots | Genesys","meta_description":"Descubre c\u00f3mo los Copilots de Genesys Cloud automatizan tareas, ofrecen informaci\u00f3n en tiempo real y mejoran la eficiencia de agentes y supervisores en el contact center.\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"left","media_embed":"<iframe   width=\"560\"   height=\"315\"   src=\"https:\/\/www.youtube.com\/embed\/JOnFJXEZVQs\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; 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