Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent

The Copilot groups its existing agent-assist capabilities with new GenAI-powered features

Genesys Releases an Agent Copilot, Teases a Next-Gen Virtual Agent
Contact CentreLatest News

Published: May 15, 2024

Charlie Mitchell

Genesys has announced a wave of new CCaaS capabilities during its Xperience 2024 event in Denver.

First, it has become the latest vendor to announce the general availability of a generative AI (GenAI) fuelled virtual assistant.

The “Genesys Agent Copilot” groups its existing agent-assist capabilities with exciting use cases that leverage the AI technology that everyone is still talking about.

Auto-summarizations are an excellent example, which Genesys built into its platform last year.

However, Agent Copilot has now also added the capability to customize scripts in real-time to simplify and accelerate agent responses.

Combine such features with the vendor’s existing Agent Assist portfolio – which includes tools to spotlight data insights and knowledge articles in real-time – and Genesys brings a comprehensive Agent Copilot to market.

Moreover, the CCaaS Magic Quadrant leader revealed that it will release a Supervisor Copilot and an Admin Copilot later this year.

Yet, Xperience 2024 hasn’t revolved entirely around Copilots. In addition, Genesys announced a next-generation Virtual Agent solution, released an Empathy-Detection tool, and debuted its Modern Agent Workspace.

Unsurprisingly, each innovation heavily features AI, and Olivier Jouve, Chief Product Officer at Genesys, celebrated this.

“Organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged,” he said.

The revolutionary power of generative, conversational, and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways.

Consider the “next-generation” Virtual Agent. Behind the scenes, it leverages GenAI to auto-generate bot flows based on an analysis of how the contact center’s “top agents” resolve a particular query.

Moreover, those flows don’t deliver hard-coded text. Instead, GenAI can iterate on that text to enable more “natural and human-like” conversations.

Finally, it also handles “ambiguous requests” via integration with organizational knowledge sources, offers improved information gathering, and generates summaries across all automated conversations. These then flow into the CRM for a more complete view of the customer.

Genesys expects the new-look Virtual Agent platform to be available in Q3, 2024.

Empathy Detection, a New Agent Workspace, & More

Genesys describes its new Empathy Detection tool – which is now generally available – as an “industry-leading” solution that ensures customers “feel seen, heard, and understood.”

Advanced analytics models power the solution. These “go beyond” sentiment and topic spotting and aim to create greater self-awareness among agents of the empathy they offer customers.

As a result, service leaders can develop their agents’ emotional intelligence, a critical skill inside and outside of the contact center.

In addition, Genesys has shared that it will release “Modern Agent Workspace” in Q4, 2024.

The solution aims to increase the adaptability and compatibility of the agent desktop, enabling easier access to data and insights from the broader Genesys portfolio and third-party tools.

Moreover, the CCaaS stalwart notes how the Agent Workspace will facilitate AI-driven experiences as they evolve.

Elsewhere at Xperience 24, Genesys added new native journey management capabilities to its platform, furthering its narrative that AI & journey orchestration are the future of contact centers.

Finally, Tony Bates, CEO of Genesys, took to the stage to share more insight into the business’s recent successes.

In doing so, he revealed that Genesys has 5,900 customers on its Cloud CX Platform, with 850 new customers since the start of 2023.

Later, Jouve also highlighted how 1.4MN agents now leverage the platform. NICE is the only other CCaaS vendor to have reported passing the 1MN mark.

Genesys released many more insights into the performance of its business in March.

CX Today covered the announcement as part of its story: Genesys and Salesforce Start to Onboard Customers for Their Joint CX Platform



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