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Genesys has introduced Genesys Cloud AI Experience, a new solution designed to help organizations optimize customer journeys through accelerated experience innovation powered by smarter personalization, automation and prediction. Genesys has expanded its experience orchestration capabilities with the new solution, enabling organisations to listen to and understand customers and employees through the seamless coordination of technology, interactions, and touchpoints. Genesys Cloud AI Experience, with its improved ability to predict actions, automate journeys in real time, and drive toward outcomes, enables any organisation to orchestrate people-centric experiences at scale, fostering long-lasting relationships.
Many organisations are struggling to find strategies for dealing with both rising customer volume and changing expectations in an uncertain business market. With pressure to deliver better experiences with fewer resources, artificial intelligence (AI) technologies have the potential to assist; however, many organisations are hampered by legacy business processes, siloed point solutions, and insufficient technical resources. Outside of large corporations, most lack the data scientists and resources to implement and deploy technologies centred on their customers and employees while still supporting business objectives.
Experience Orchestration at Scale
Organizations can use Genesys Cloud AI Experience to easily orchestrate and optimise proactive, personalised engagement across digital and voice touchpoints by integrating real-time data and customer signals. Customers are met with new levels of understanding and care when AI works harmoniously in the background of every experience, and employees are equipped with smarter tools and insight to improve every interaction.
By combining conversational AI, knowledge, agent assistance, predictive routing, and predictive engagement into a single integrated solution, Genesys Cloud AI Experience lowers the entry barrier to AI for most organisations. This enables stronger customer journeys in weeks rather than quarters. By removing the friction of isolated systems, the solution embeds intelligence and intent across the end-to-end experience, allowing organisations to recognise the unique needs of each customer at any stage of the journey.
Furthermore, the solution enables organisations to extract more value from their data, allowing self-service and employee-assisted engagements to be fine-tuned with greater precision. With turnkey implementation and a quick time to value, organisations have all the tools they need to orchestrate better experiences at scale by leveraging the AI, digital, and self-service capabilities included in Genesys Cloud AI Experience. Available now, organizations can add these capabilities to their existing Genesys Cloud CX contract or include it as a part of a new deployment.
Dave Schubmehl, Research Vice President, Conversational AI, IDC, said, “While AI and automation tools permeate throughout the customer and employee lifecycle, they are often adopted as separate point solutions that limit the ability to address consumers’ journeys holistically. 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.”
Improving Customer Journeys with AI-Driven Optimization
The newly enhanced components of Genesys Cloud AI Experience allow organizations to accelerate their path to customer journey optimization using the latest AI innovations from Genesys, including:
• Better digital experiences: Organizations are under new pressure to satisfy and connect with customers in order to stand out in an economy dictated by the experiences they provide. Instead of plain text, the new Genesys digital bot flow builder enables organisations to differentiate their customer self-service experiences by using rich media, images, visual menus, additional languages, and more. Organizations can create more engaging, visual, and conversational experiences for their customers by using better digital bots.
• Smart knowledge: Whether assisted by a human or a bot, today’s customer service experiences are made or broken by the knowledge that powers them. However, knowledge is often trapped in silos. That is why, with a new centralised workbench powering self-serve and human-assisted service, Genesys is making it easier for organisations to create, enrich, and train knowledge across channels. Now, with access to images, dynamic articles, enhanced language dimensions and expanded search capabilities, organizations have smart tools at their disposal to support customers in real time. A new knowledge optimiser gives organizations deeper visibility into content effectiveness and usage, helping them detect the most valuable customer resources.
• AI transparency: To remove the “black box” approach many organizations take, Genesys launched an explainability feature to AI routing, by supplying insights into the factors driving better customer outcomes across voice and digital channels. It’s visualised, explained and accessed through an intuitive Genesys Predictive Routing guide that pinpoints features in its AI model via a user-friendly dashboard. This insight fosters confidence and trust in AI models and delivers new insights to drive better decisions.
• AI-driven orchestration optimization: With embedded data services, interaction data is now captured while speech and text analytics, intent mining, and identity resolution are automatically applied. This provides organisations with new insights that they can use to personalise and refine engagements for the best customer outcomes. Furthermore, with the recently added audience size estimator to Genesys Predictive Engagement, employees can see the impact of their predictive strategy on their operations, ensuring they have the right resources in place to handle increased volumes.
Olivier Jouve, Executive Vice President and General Manager, Genesys Cloud CX, said, “As a pioneer in Experience as a Service, we’re making it easier for organizations of all sizes and scale to stay ahead of changing consumers’ needs through experience orchestration. Using Genesys Cloud AI Experience, we’re giving organizations a powerful foundation to help them innovate effortlessly and wow their customers through more proactive, personalised experiences.”
