Sentient Machines to ‘Supercharge’ Agent Experience with Genesys

Sentient Machines Brings Conversation Analytics+ to Genesys AppFoundry

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Published: December 13, 2023

James Stephen

Sentient Machines’ Conversation Analytics+ solution is expected to ‘supercharge’ agent and customer experience on Genesys AppFoundry.

The UK AI company, Sentient Machines, is an AI-driven omnichannel conversation platform that will benefit teams and customers by integrating with Genesys Cloud to offer actionable insights and remove compliance risk in real-time.

Genesys AppFoundry is a marketplace of solutions that gives developers, independent software vendors, resellers, and customers access to all Genesys platforms in a single location.

Dr. Danica Damljanovic, CEO and founder of Sentient Machines, commented on its new partnership with Genesys: “We are delighted to partner with Genesys to offer their clients a seamless experience, transforming the bottom line with empowered real-time AI.

Deep auto-generated insights identify sales opportunities, increase customer happiness, and prevent churn whilst removing compliance risk.

“I’m excited to bring this incredibly powerful and affordable tool to all Genesys customers.”

Analytics+ extracts key conversation topics and summaries and reports emotions, sentiments, behaviors, and events.

It identifies positive, negative, improving, and worsening interactions and measures customer and employee experience while providing insights that comprise algorithmic output and Genesys metadata.

As a result, actionable insights are delivered to senior management teams, supervisors, HR, QA, and compliance, plus advanced alerting and reporting functions.

Analytics+ enables Genesys customers to utilize conversation and speech analytics out of the box and connect to a CRM, Digital WFM, and other platforms.

According to Sentient Machines, it adds value to customer investments in the Genesys platform and future-proofs it.

Furthermore, businesses will not need to spend money on training or customizing the system to know what to search for.

The Analytics+ platform works across various channels like email and chat, reviewing text and audio with over 50 emotions, behaviors, and events comprehended within their context, and more than 25 algorithms to analyze text and audio features like pauses and intonations.

Key Features

Sentient Machines lists five key features of Analytics+:

  1. Increase sales and service performance by up to 340 percent, improve first-call resolution, and reduce call volumes and operational costs.
  2. Enhance chatbot implementations using detailed analytics.
  3. Insights are generated out of the box with the possibility to fine-tune to your needs.
  4. There is 100 percent QA and compliance monitoring to help avoid fines. QA team efficiency and productivity are increased.
  5. With self-learning AI tailored to each organization’s requirements, cross-functional management is strengthened between QA, compliance, operations, training, HR, sales, and marketing.

Analytics+ is now available with the Genesys Cloud, a modern orchestration platform designed to coordinate interactions and touchpoints through its suite of omnichannel options, employee experience features, AI, and end-to-end journey optimizations.

In October, released a GenAI-powered conversational IVR for the Genesys Cloud CX platform.

The “Voice Gateway” solution detects intent before automating the query upfront or passing the customer through to a relevant live agent.

In doing the latter, the conversational IVR may also gather information for the agent upfront to streamline the subsequent interaction.

The Genesys Cloud CX platform surpassed one million users in August this year, with the 50 biggest customers averaging more than 8,900 users on the platform.



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