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Newest Genesys Generative AI Capabilities Boost Power of Experience Orchestration #contactcenterworld "We've long used large language models within Genesys AI to help organizations proactively orchestrate experiences that lead to stronger customer and employee outcomes," said Olivier Jouve, chief product officer at Genesys. "Through responsible development that responds to our customers' needs, we're accelerating our pace of innovation with the latest generations of generative AI to help organizations gain greater value from their data, rapidly create new content and break language barriers. We're also considering the roles and expertise we may need to fuel our R&D strategy for the future, like prompt engineering and curation." As LLMs reached enterprise readiness, Genesys introduced multiple capabilities starting with entity recognition (2020) and followed with sentiment extraction, conversational models, intent mining, topic mining and semantic search. Agent Assist auto-summarization benefits from years of increasingly sophisticated application of LLMs and uses the latest models, trained with proprietary, curated data to help organizations improve reliability and accuracy. Auto-summarization for Agent Assist is the latest of several new generative AI-based offerings expected for Genesys Cloud CX. Auto-summarization for Agent Assist is available now with the Genesys Cloud AI Experience offering. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, June 6, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |