All agents are busy, but your customer needs an answer now. Your bot is ready.
Bots deliver help in the moment. With a simple click-to-call or click-to-text, the bot is ready to answer questions or help with a transaction. Bots can deflect up to 50% of live-agent interactions by handling routine requests. Take this tour to see how Genesys makes it easy.
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.
Under the hood: Dialog Engine Bot Flows
Building bots in Genesys is easy. A visual flow builder is integrated into Genesys Cloud CX. Included within the familiar Architect environment, our native flow builder allows you to construct great conversations using an intuitive drag-and-drop interface.
Build natural conversations
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.
Enhance with context
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 data in real time
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.
Route to live agents with context
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.
See how bots can help your business
Request a demo today to see how chatbots and voicebots can work for you. Build a bot powered by Genesys AI, and keep the lights on for customers at all hours and during peak times. You'll provide better, faster customer experiences and greater self-service options by enlisting the help of bots.