Genesys Introduces AI to Expand Automation, Analytics and Conversational Intelligence Across the Genesys Cloud Platform
2024年5月15日 - 12:08AM
ビジネスワイヤ(英語)
Genesys Copilot, Virtual Agent, Empathy
Detection and Modern Agent Desktop for Genesys Cloud designed to
support employees, drive productivity and improve customer
experiences
Today at Xperience 2024, Genesys®, a global cloud leader in
AI-powered experience orchestration, announced new AI capabilities
to transform every customer and employee experience. With Agent
Copilot, Virtual Agent, Empathy Detection and Modern Agent
Workspace for the Genesys Cloud™ platform, Genesys is empowering
organizations to unleash the next era of customer experiences
grounded in a strong AI-human partnership. The Genesys Cloud AI
innovations improve customer loyalty by elevating self-service and
assisted service experiences, boost employee performance and
productivity, and give managers dynamic new insights and tools to
lead.
“In today’s complex business environment, organizations need to
strike the right balance between using AI and automation to drive
efficiency while keeping their customers and employees engaged,”
said Olivier Jouve, chief product officer at Genesys. “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.”
Using the latest Genesys Cloud AI capabilities, organizations
can empower employees and provide them with the support to resolve
customer issues faster and more effectively. Businesses now also
have enhanced ability to deliver next-generation customer
self-service experiences that are highly personalized, powerful and
sophisticated, emulating an interaction with a top-performing
employee. This is enabled by Genesys Cloud AI, built to make
implementation and use simple while prioritizing model
explainability through ethical guidelines that govern data,
privacy, security, bias and transparency.
Learn More About Genesys Cloud AI Innovations
- Genesys Copilots give organizations a suite of automated
assistants powered by large language models (LLMs) to provide
real-time support to employees — from agents to supervisors and
administrators — helping them work faster and more effectively.
Organizations can start with Agent Copilot, available now, to help
contact center agents balance many tasks simultaneously and provide
personalized service across digital and voice interactions. Agent
Copilot listens along to conversations, creates customized scripts
and surfaces knowledge information to agents in real time, working
alongside their human counterparts seamlessly to provide customer
support. Through real-time transcription and auto-summarization,
Agent Copilot monitors what’s happening during service interactions
and provides agents a head start on task completion, helping to
improve average handle time, interaction wrap-up time, customer
satisfaction and more. General availability for Supervisor Copilot
and Admin Copilot is expected later this year.
- Next-generation Virtual Agents for Genesys Cloud helps
organizations extend their reach by automating more complex
customer interactions and work than what’s possible with
traditional bots. Using Virtual Agents, organizations can
supercharge self-service experiences through more natural and
human-like conversations. Virtual Agents offers enhanced
capabilities to handle ambiguous requests; improve information
gathering; and automate wrap-up and self-service summaries. Through
generative AI, it’s also easy for organizations to build Virtual
Agents to address specific customer intents and tasks as well as
generate workflows based on top agent interactions. With general
availability expected during the third quarter of this year,
Virtual Agents will be the first of multiple new role-based
automation capabilities to transform self-service experiences for
customers, helping organizations scale end-to-end
personalization.
- Industry-leading Empathy Detection furthers
organizations’ ability to make customers feel seen, heard and
understood. With advanced speech and text analytics that goes
beyond sentiment analysis and topic spotting, Genesys uses AI
models to evaluate empathy across every interaction. This expands
the 360-degree view of the customer and gives agents deepened
awareness of their empathy level. Agents can drive better results
when they’re more in tune with how their actions and responses
influence the effectiveness of customer experiences. Now available,
organizations can use Empathy Detection to help employees sharpen
their emotional intelligence and upskill through customized
training and coaching plans that foster personal growth and
stronger customer engagement.
- Modern Agent Workspace for Genesys Cloud will give
agents an adaptable and composable desktop, enabling them to
configure their view and consume context, data and insights
quickly, in a way that works for them. Purpose-built to host new
AI-driven experiences, the Genesys Cloud Agent Workspace will
continually evolve and make it simple for employees to interact
with new features, helping them improve efficiency and
productivity. Expected to be released in the fourth quarter this
year, organizations will be able to deliver a consistent user
experience across their contact center workforce — from appearance
to functionality, while providing a workspace employees can make
their own.
What the industry is saying about Genesys Cloud AI
innovations:
- “By leveraging Genesys AI, Virgin Atlantic has now implemented
a comprehensive approach encompassing voice segmentation bots, bot
flows and predictive routing, which has helped us achieve a
25-point improvement in customer satisfaction and 12-point increase
in employee happiness in 12 months," said Louise Phillips, vice
president of Customer Centers, Virgin Atlantic and Virgin Atlantic
Holidays. “The latest enhancements for Genesys Cloud AI, such as
Virtual Agent and Agent Copilot, show tremendous promise to help
organizations like ours to continue to take their digital
experience delivery to the next level.”
- "With Agent Copilot, our agents are more productive and can
focus more on the value-add part of delivering customer
experience,” said John Connolly, head of contact center, Newcastle
Permanent. “With the help of automated knowledge, next best action
and resources, our team have successfully driven critical
improvements including decreasing overall call handling time by
around 60 seconds, enabling us to respond to customer issues faster
and more effectively.”
- “Genesys has a strong track record of delivering AI
capabilities that matter to its customers and help them produce
actual results,” said Hayley Sutherland, research manager,
conversational AI and knowledge discovery, IDC. “The company has
been consistently embedding AI capabilities across Genesys Cloud,
focusing on features that can help to measurably improve the
customer and employee experience. By rapidly expanding its use of
LLMs, Genesys is enhancing and extending the value of its
conversational AI and conversational intelligence offerings.”
To watch select Xperience keynotes on-demand, visit the
Xperience Encore Event beginning May 27.
About Genesys
Genesys empowers more than 8,000 organizations in over 100
countries to improve loyalty and business outcomes by creating the
best experiences for customers and employees. Through Genesys
Cloud, the #1 AI-powered experience orchestration platform, Genesys
delivers the future of CX to organizations of all sizes so they can
provide empathetic, personalized experience at scale. As the
trusted, all-in-one platform born in the cloud, Genesys Cloud
accelerates growth for organizations by enabling them to
differentiate with the right customer experience at the right time,
while driving stronger workforce engagement, efficiency and
operational improvements.
Forward-Looking Statements
Statements in this press release that are not historical or
current facts are forward-looking statements that involve risks and
uncertainties. Unless required by law, Genesys undertakes no
obligation to update or revise any forward-looking statements to
reflect circumstances or events after the date of this press
release.
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version on businesswire.com: https://www.businesswire.com/news/home/20240514088734/en/
Marielle Sedin Genesys Marielle.sedin@genesys.com
Method Communications Genesys@methodcommunications.com