A customer begins a spoken or digital interaction using natural, conversational language. The virtual agent uses natural language processing (NLP), now powered by large language models (LLMs), to understand the customer’s intent and find the right solution. The virtual agent shown here recognizes it needs more information and politely requests it.​

Programming virtual agents in the Genesys Cloud™ platform is easy. A simple visual bot flow builder is integrated into the platform. Hosted 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 LLMs and 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 existing data helps virtual agents personalize every engagement and intelligently guide customer journeys.

Use a virtual agent to validate customer information so your agents don’t have to. Integrated validation makes it easier to personalize interactions without introducing errors and frustrating customers.

Sometimes conversations need a more human touch. If additional support is needed, the Genesys Cloud platform provides an easy way to route interactions from a virtual agent to a live agent while preserving conversational context. Using generative AI, the virtual agent will write a summary of what has happened so far and pass it to the agent. When an agent isn’t required, the summary and AI-generated wrap-up codes are still stored with the interaction.​