COVID-19 impact. Information here

Webinar Bytes

Make personalized customer experience a reality with Genesys AI

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Watch these webinar bytes where we walk you through our recent Enterprise Connect Best Application for AI winning solution – Genesys Predictive Engagement. During the live session we discussed how businesses can anticipate individual customer needs building on every interaction across channels and events to improve and personalize future engagements.

Genesys Predictive Engagement delivers AI-powered, personalized and contextual experiences before, during and after critical so customers stay engaged and continue toward the desired business outcome. Working within Genesys Cloud, Genesys Predictive Engagement is part of the AI engine that enables Experience as a Service, the company’s vision for the contact center industry to facilitate end-to-end, personalized cloud-delivered experiences.

Watch the full webinar by clicking this link.

Meet the Speakers

Elcenora martinez webinar image

Elcenora Martinez
Global VP, Product Management, AI
Genesys

Dan arra webinar image

Dan Arra
Vice President, Sales
Genesys

1
00:00:00,000 –> 00:00:02,540
So first and foremost, AI is here to stay. I

2
00:00:02,540 –> 00:00:06,350
don’t think I have to tell anyone that. IDC estimates

3
00:00:06,350 –> 00:00:08,540
that this is a market that’s going to grow to

4
00:00:08,540 –> 00:00:13,770
$ 97 billion by 2023, and that over 50% of

5
00:00:13,770 –> 00:00:17,290
interactions are going to be augmented or enriched by AI.

6
00:00:17,820 –> 00:00:20,260
But what we want to do is inspire any chief

7
00:00:20,260 –> 00:00:24,560
marketing officers or chief experience officers to understand how AI

8
00:00:24,560 –> 00:00:26,940
can help you in the contact center, to make sure

9
00:00:26,940 –> 00:00:29,540
that you have the ability to lobby for some share

10
00:00:29,540 –> 00:00:32,050
of market where your company wants to spend their AI

11
00:00:32,250 –> 00:00:37,640
dollars. The reason that is, is because you want to

12
00:00:37,640 –> 00:00:40,540
be able to differentiate the experience that you give your

13
00:00:40,540 –> 00:00:44,720
customers, and that requires being able to personalize every single

14
00:00:44,720 –> 00:00:48,890
one of those interactions. Now, the need for personalization is

15
00:00:48,890 –> 00:00:51,850
going to stretch beyond what is available on a customer

16
00:00:51,850 –> 00:00:57,420
data platform today. CDPs have the ability to store information

17
00:00:57,420 –> 00:01:00,320
about customers, but if you really want to take that

18
00:01:00,320 –> 00:01:05,030
next level on personalization, it’s going to require stitching, enriching,

19
00:01:05,030 –> 00:01:07,690
and augmenting much of that data to be able to

20
00:01:07,690 –> 00:01:12,900
personalize the interactions. If we think about the fact that

21
00:01:13,290 –> 00:01:17,790
50% of these interactions will be augmented by AI, then

22
00:01:17,870 –> 00:01:21,150
we need to go beyond just a single interaction in

23
00:01:21,150 –> 00:01:23,670
a single channel to really be able to understand the

24
00:01:23,670 –> 00:01:28,320
context across many channels over the lifetime of a customer’s

25
00:01:28,960 –> 00:01:32,140
relationship with a brand. So being able to harmonize and

26
00:01:32,140 –> 00:01:34,550
understand all of that context is going to be really

27
00:01:34,550 –> 00:01:39,780
important. No AI investment would be complete without the right

28
00:01:39,780 –> 00:01:42,590
level of analytics and reporting. So we want to make

29
00:01:42,590 –> 00:01:46,010
sure that you have the ability to really understand how

30
00:01:46,010 –> 00:01:51,630
your AI investment is performing, the optimization and really be

31
00:01:51,630 –> 00:01:57,170
able to fine tune this investment. Now, Forrester estimates in

32
00:01:57,170 –> 00:02:02,240
a survey last year that 53% of companies already have

33
00:02:02,240 –> 00:02:06,630
implemented or are implementing some form of artificial intelligence, and

34
00:02:06,630 –> 00:02:09,150
this is great because what we see is that we’ve

35
00:02:09,150 –> 00:02:13,670
passed critical mass. But it also means that 47% of

36
00:02:13,670 –> 00:02:17,660
companies have not yet deployed artificial intelligence. Now, there’s a

37
00:02:17,660 –> 00:02:21,830
couple of barriers to adoption and that can range from

38
00:02:21,880 –> 00:02:26,790
being able to achieve it at scale, to security, to

39
00:02:26,790 –> 00:02:30,880
adoption, and even some of the conversational intelligence. But what

40
00:02:30,880 –> 00:02:33,790
I want to leave you with today is how Genesys

41
00:02:33,860 –> 00:02:37,050
is helping you overcome some of those challenges. So I’m

42
00:02:37,050 –> 00:02:40,430
going to go through these one by one. We have

43
00:02:40,430 –> 00:02:44,010
made a significant investment in a data science team that

44
00:02:44,030 –> 00:02:48,440
is very focused on AI ethics and algorithmic integrity, and

45
00:02:48,440 –> 00:02:50,980
to be able to deliver some of this AI at

46
00:02:50,980 –> 00:02:55,030
scale. So we have the ability to optimize, orchestrate and

47
00:02:55,030 –> 00:02:58,720
really automate many of these processes. For those of you

48
00:02:58,720 –> 00:03:02,120
that are Genesys customers today, that our Genesys Cloud, our

49
00:03:02,120 –> 00:03:06,470
Genesys Engage and our PureCloud platforms are all 100% secured to

50
00:03:06,470 –> 00:03:07,040
the core.

Genesys ChatLive Assistance
Close Widget

Genesys ChatLive Assistance