Genesys Updates Cloud CX AI and Automation Capabilities

William Smith

The new features allow companies to more easily integrate AI and automation into digital and voice channels

Genesys Channel News
Genesys Updates Cloud CX AI and Automation Capabilities

Cloud contact centre provider Genesys has announced new AI and automation capabilities within its Cloud CX Platform. 

Aimed at boosting accessibility to AI, the company’s new Genesys Predictive Routing, Genesys Web Messaging and Intent Miner for Bots features enable contact centres to implement AI without large financial and technological investments, and without expert data scientists, thanks to low-code tools. 

“The Genesys Cloud CX platform has helped us become more agile and customer-centric, and we love how quickly we can integrate new features,” said Rohan Khanna, Chief Technology Officer, Probe Group, a Genesys customer.  

“With Genesys Predictive Routing, we just clicked a button, and we were ready to go! The impacts were immediate, and we’ve been delighted with the ROI we’ve been able to drive. In early trials we reduced call handling time 14% and dropped transfer rate 6%.” 

New features from Genesys, which recently upgraded its AI-driven bot capabilities, include: 

  • An AI-based call routing solution known as Genesys Predictive Routing, which analyses data points to match customers with agents most qualified to resolve their interactions. 
  • Intent-aware bots using Dialog Engine Bot Flows, which use speech and text analytics to understand customer intent. Natural language processing helps bots better understand customer requests to boost the self-service experience 
  • Genesys Web Messaging, which features asynchronous, persistent conversations – allowing users to leave and return at their convenience. That in turn avoids customers having to retype questions or rejoing queues 

“The explosion in digital interactions over the past year has led to massive increase in contact centre data. Automation is a must for companies looking to scale and grow, but AI has traditionally been out of reach for many businesses,” said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX. “

With our turnkey AI solutions, we are transforming the way companies adopt and integrate AI, making it accessible for companies of all sizes.” 



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