Genesys Introduces Cloud AI Experience: Its Latest CX Solution

The solution supplements customer journey orchestration with AI

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Genesys Introduces Cloud AI Experience: Its Latest CX Solution
Data & AnalyticsLatest News

Published: September 30, 2022

Charlie Mitchell

Recent forecasts suggest that the ongoing labor crisis is starting to ramp up. As Barron’s predicts: “The labor shortage will get worse and may last for decades.”

The troubling findings will worry many contact center leaders, especially with research revealing industry attrition rates lie between 30 and 45 percent.

As such, many businesses face an uphill task in finding strategies for handling high contact volumes and rising customer expectations while combatting an uncertain business market.

Yes, AI and automation are helping many large enterprises. However, the automation technologies – such as bots – seem out of reach to many other businesses.

Recent Gartner research supports this, suggesting that continued deployment complexity is stunting the growth of conversational AI. Unfortunately, this is perhaps also true in regards to technologies such as process automation.

Enter Genesys Cloud AI Experience.

Think of the solution as an AI-powered package that aims to help more organizations optimize customer journeys – across voice and digital channels – at scale.

The package offers capabilities such as predictive routing, speech analytics, and conversational AI,

Genesys also claims it will help eliminate isolated systems while orchestrating personalized customer engagements.

As Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX, said:

Using Genesys Cloud AI Experience, we’re giving organizations a powerful foundation to help them innovate effortlessly and wow their customers through more proactive, personalized experiences.

The product suite’s more notable features include its new digital bot flow builder. This enables customer interactions in more languages, while users can also create visual menus and incorporate images into bot flows.

Its new “centralized workbench” for knowledge management also catches the eye. It allows teams to bolster their knowledge strategy by sharing dynamic articles, expanding their search capacity, and enhancing “language dimensions”.

Then, there is AI-driven orchestration optimization. Speech analytics drives this by mining intent and detecting pain points within customer journeys. Users can then take targeted actions to improve CX, including personalized proactive messaging.

Finally, on this personalization theme, the vendor has added its Genesys Predictive Engagement solution to the product suite. This allows teams to review the impact of their predictive strategy on operational performance.

Considering the breadth of these features, Dave Schubmehl, Research Vice President of Conversational AI at IDC, concludes:

Organizations that leverage the integrated AI capabilities of Genesys Cloud AI Experience are positioned to address radically different use cases in customer experience, increasing the breadth of their impact.

With contact center AI use increasing fourfold since 2019, such product suites will hope to continue this uptick, making AI, automation, and analytics much more accessible.

Elsewhere, Genesys recently released an new journey analytics solution shortly after signing the “largest deal” in its history.

 

 

Artificial IntelligenceAutomationChatbotsConversational AIDigital Transformation

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