A customer begins a spoken or digital interaction using natural, conversational language. The bot uses natural language processing (NLP) to understand the customer’s intent and find the right solution. The chatbot shown here recognizes it needs more information and politely requests it.

Building bots in Genesys is easy. A visual flow builder is integrated into Genesys Cloud. Included within the familiar Architect environment, our native flow builder allows you to construct great conversations using an intuitive drag-and-drop interface.

Use the integrated Natural Language Understanding (NLU) menu items to automatically apply machine learning to understand customer intents. Adapt to what customers are saying and conduct conversations that are natural, personal and empathetic.

Easily connect to internal and third-party systems to retrieve the data you need to add context to conversations. Using data helps bots personalize every engagement and intelligently guide customer journeys.

Validate customer information at any step in the conversation by resolving invalid input in real time. Collect the right data, in the right format, to create additional context and find new opportunities for personalization.

Sometimes conversations need a more human touch. If additional support is needed, Genesys provides an easy way to route interactions from a bot to a live agent while preserving conversational context. Create seamless transitions without missing a beat.