{"id":571773,"date":"2025-05-12T08:32:50","date_gmt":"2025-05-12T15:32:50","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/quando-pessoas-e-ia-atuam-juntas-agentes-e-supervisores-mais-preparados-para-melhores-resultados-em-cx"},"modified":"2025-05-12T08:33:57","modified_gmt":"2025-05-12T15:33:57","slug":"when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/pt-br\/webinars\/when-people-and-ai-team-up-empowered-agents-and-supervisors-for-better-cx-outcomes","title":{"rendered":"Quando pessoas e IA atuam juntas: agentes e supervisores mais preparados para melhores resultados em 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;]<\/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\">Quando pessoas e IA atuam juntas:<br data-start=\"33\" data-end=\"36\" \/>Agentes e supervisores mais preparados para melhores resultados em experi\u00eancia do cliente<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubra como os Copilotos de Agente e Supervisor do Genesys Cloud\u2122 atuam em conjunto para criar um contact center mais inteligente e eficiente \u2014 ajudando agentes a oferecer um atendimento superior ao cliente e permitindo que supervisores otimizem o desempenho das equipes.[\/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\">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\" 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\/pt-br\/wp-json\/wp\/v2\/webinars\/571773?thankyou=571773&page_type=webinars\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/571773\"><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=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/571773\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"571773\">\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=\"Nome\">\n        <label for=\"fe190\">Nome<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=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<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\">Vice Presidente<\/option><option value=\"Director\">Diretor<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Engenheiro\/Arquiteto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Parceiro<\/option><option value=\"Staff\">Staff<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe219\">N\u00edvel<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\">Seguros<\/option><option value=\"Collections\">Cobran\u00e7as<\/option><option value=\"Contact Center Management\">Gerenciamento de Contact Center<\/option><option value=\"Customer Experience\">Experi\u00eancia do cliente<\/option><option value=\"Customer Service\">Atendimento ao cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Ecommerce\/Canais digitais<\/option><option value=\"Finance\">Finan\u00e7as<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnologia da Informa\u00e7\u00e3o<\/option><option value=\"IT Architecture\">Arquitetura de TI<\/option><option value=\"IT Infrastructure\">Infraestrutura de TI<\/option><option value=\"IVR\">URA<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Opera\u00e7\u00f5es\/Gerenciamento de Processos<\/option><option value=\"Production Management\">Gerenciamento de Produ\u00e7\u00e3o<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Vendas<\/option><option value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<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=\"Telefone\">\n        <label for=\"fe215\">Telefone<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<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\">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=\"Cidade\">\n        <label for=\"fe226\">Cidade<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\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<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 pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<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\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es 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\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/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\">Gostaria de ser contatado por um especialista do 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=\"Assista agora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Assista agora\" 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;]<br \/>\nOs Copilotos do Genesys Cloud podem impulsionar:<\/p>\n<article class=\"text-token-text-primary w-full\" dir=\"auto\" data-testid=\"conversation-turn-40\" data-scroll-anchor=\"true\">\n<div class=\"text-base my-auto mx-auto py-5 [--thread-content-margin:--spacing(4)] @[37rem]:[--thread-content-margin:--spacing(6)] @[72rem]:[--thread-content-margin:--spacing(16)] px-(--thread-content-margin)\">\n<div class=\"[--thread-content-max-width:32rem] @[34rem]:[--thread-content-max-width:40rem] @[64rem]:[--thread-content-max-width:48rem] mx-auto flex max-w-(--thread-content-max-width) flex-1 text-base gap-4 md:gap-5 lg:gap-6 group\/turn-messages focus-visible:outline-hidden\" tabindex=\"-1\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"relative flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col grow\">\n<div class=\"min-h-8 text-message relative flex w-full flex-col items-end gap-2 text-start break-words whitespace-normal [.text-message+&amp;]:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"e3df8718-7fe4-4e41-b454-eaf0b9bc528e\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-[3px]\">\n<div class=\"markdown prose dark:prose-invert w-full break-words dark\">\n<ul>\n<li data-start=\"50\" data-end=\"767\"><strong data-start=\"50\" data-end=\"71\">Redu\u00e7\u00e3o de custos<\/strong> \u2013 Automatize tarefas para diminuir gastos com equipe, treinamento e opera\u00e7\u00f5es.<\/li>\n<li data-start=\"50\" data-end=\"767\"><strong data-start=\"153\" data-end=\"172\" data-is-only-node=\"\">Mais efici\u00eancia<\/strong> \u2013 Agentes lidam com mais intera\u00e7\u00f5es, supervisores ganham tempo ao reduzir tarefas manuais e as avalia\u00e7\u00f5es de qualidade escalam com facilidade.<\/li>\n<li data-start=\"50\" data-end=\"767\"><strong data-start=\"318\" data-end=\"348\">Decis\u00f5es mais inteligentes<\/strong> \u2013 Insights gerados por IA ajudam l\u00edderes a identificar tend\u00eancias, lacunas e oportunidades para definir estrat\u00e9gias mais eficazes.<\/li>\n<li data-start=\"50\" data-end=\"767\"><strong data-start=\"482\" data-end=\"530\">Maior satisfa\u00e7\u00e3o de clientes e colaboradores<\/strong> \u2013 Agentes mais satisfeitos oferecem um atendimento melhor, elevando os \u00edndices de satisfa\u00e7\u00e3o e NPS.<\/li>\n<li data-start=\"50\" data-end=\"767\"><strong data-start=\"633\" data-end=\"668\">Escalabilidade sem complexidade<\/strong> \u2013 A IA permite expandir sua opera\u00e7\u00e3o com fluidez, acompanhando a evolu\u00e7\u00e3o da demanda dos clientes.<\/li>\n<\/ul>\n<p class=\"\" data-start=\"769\" data-end=\"944\">Os Copilotos do Genesys Cloud v\u00e3o al\u00e9m de facilitar tarefas \u2014 eles tornam as intera\u00e7\u00f5es mais relevantes, fortalecem a atua\u00e7\u00e3o dos times e geram melhores resultados de neg\u00f3cio.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<p>[\/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;\">Conhe\u00e7a os 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;] Quando pessoas e IA atuam juntas:Agentes e supervisores mais preparados para melhores resultados em experi\u00eancia do cliente [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubra como os Copilotos de Agente e Supervisor do Genesys Cloud\u2122 atuam em conjunto para criar um contact center mais inteligente e [&hellip;]<\/p>\n","protected":false},"author":949,"featured_media":0,"template":"","tax_priority":[],"tax_contenttheme":[14921],"tax_bundle":[15274],"tax_contenttheme2":[16154],"tax_capability_sitewide":[16255,16208],"tax_products_programs":[16488],"tax_buying_job":[16623,16662],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-571773","webinars","type-webinars","status-publish","hentry","tax_contenttheme-level-up-your-technology-pt-br","tax_bundle-genesys-ai-pt-br","tax_contenttheme2-improve-employee-experience-pt-br","tax_capability_sitewide-digital-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_products_programs-genesys-ai-pt-br","tax_buying_job-job-1-problem-identification-pt-br","tax_buying_job-job-2-solution-exploration-pt-br"],"acf":{"utm_pass":false,"asset_expiration":"","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; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","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":568720,"post_author":"853","post_date":"2025-04-23 16:28:17","post_date_gmt":"2025-04-23 23:28:17","post_content":"","post_title":"Manual de Orquestra\u00e7\u00e3o da Experi\u00eancia com 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":"2025-04-29 00:04:15","post_modified_gmt":"2025-04-29 07:04:15","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/manual-de-orquestracao-da-experiencia-com-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":"Fortale\u00e7a agentes e supervisores com os Copilotos do Genesys Cloud | Genesys","meta_description":"Descubra como os Copilotos do Genesys Cloud automatizam tarefas, oferecem insights em tempo real e aumentam a efici\u00eancia de agentes e supervisores no contact center.\r\n\r\n\r\n\r\n\r\n\r\n\r\n\r\n","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"w_tycontent":"","next_steps_type":"default","ns_title":"","ns_subtitle":""},"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/571773","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/webinars"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/949"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/571773\/revisions"}],"predecessor-version":[{"id":571779,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/571773\/revisions\/571779"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=571773"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=571773"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=571773"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=571773"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=571773"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=571773"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=571773"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=571773"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=571773"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=571773"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=571773"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}