Genesys Announces New Capabilities Within its Cloud CX™ Platform
In today's digital economy, consumer expectations for brand interactions are higher than ever. Social media and messaging apps are the norm; connecting with a business should be as seamless and personalized as connecting with friends and family. Consumers want to feel heard, understood and valued as customers. Companies that can't deliver that level of empathy risk losing customer trust and loyalty.
AI and automation technologies that understand customer intent and context are integral for delivering empathetic experiences. However, AI traditionally has been out of reach for many contact centers as it can be a difficult process that requires high technical and financial investments, including custom data models, data scientists and professional services teams.
"The explosion in digital interactions over the past year has led to massive increase in contact center data. Automation is a must for companies looking to scale and grow, but AI has traditionally been out of reach for many businesses," said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX. "With our turnkey AI solutions, we are transforming the way companies adopt and integrate AI, making it accessible for companies of all sizes."
Genesys Predictive Routing, Genesys Web Messaging and Intent Miner for Dialog Engine Bot Flows are available now on the Genesys Cloud CX platform.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Monday, August 16, 2021
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