Genesys introduces Cloud AI experience

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Genesys®, a global cloud leader in experience orchestration, today introduced Genesys Cloud AI Experience, a new solution designed to help organisations optimise customer journeys through accelerated experience innovation powered by smarter personalisation, automation and prediction. With the new solution, Genesys has expanded its experience orchestration capabilities, enabling organisations to listen and understand customers and employees through seamless coordination of technology, interactions and touchpoints. Now with greater ability to predict actions, automate journeys in real time and drive toward outcomes, Genesys Cloud AI Experience makes it possible for any organisation to orchestrate people-centric experiences at scale, fostering long-lasting relationships.

Many organisations are challenged to find strategies for dealing with both rising customer volume and changes in expectations while facing an uncertain business market. With pressure to deliver better experiences with less, artificial intelligence (AI) technologies have the potential to help; yet many organisations are hamstrung by legacy business processes, siloed point solutions and insufficient technical resources. Outside of large companies, most lack the data scientists and resources to implement and deploy technologies orientated around their customers and employees while still supporting business objectives.

Experience Orchestration at Scale

With Genesys Cloud AI Experience, organisations can integrate real-time data and customer signals to easily orchestrate and optimise proactive, personalised engagement across digital and voice touchpoints. When AI works harmoniously in the background of every experience, customers are met with new levels of understanding and care, and employees are equipped with smarter tools and insight to improve every interaction.

Genesys Cloud AI Experience removes the barrier of entry to AI for most organisations by combining conversational AI, knowledge, agent assistance, predictive routing and predictive engagement into a single integrated solution. This enables stronger customer journeys in weeks versus quarters. By eliminating the friction of isolated systems, the solution embeds intelligence and intent across the end-to-end experience, allowing organisations to recognise the bespoke needs of every customer at any stage of a journey.

In addition, the solution helps organisations extract more value from their data so self-service and employee assisted engagements can be fine-tuned with greater precision. With turnkey implementation and fast time to value, organisations have all the tools they need to orchestrate better experiences at scale using the AI, digital and self-service capabilities included in Genesys Cloud AI Experience. Available now, organisations can add these capabilities to their existing Genesys Cloud CX™ contract or include it as a part of a new deployment.

“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,” said Dave Schubmehl, research vice president, of Conversational AI, IDC. “Organisations 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.”