#contactcenterworld

San Francisco, CA, USA, Aug, 2021 -- Genesys(R), a global cloud provider in customer experience orchestration, has announced new capabilities within the Genesys Cloud CX™ platform that make artificial intelligence (AI) more accessible, allowing businesses to easily automate and scale without IT support. New Genesys Predictive Routing, Genesys Web Messaging and Intent Miner for Bots enable companies to create data-driven experiences to engage customers at the right time, on the right channel, and with the right context to deliver empathetic experiences.

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."
"The Genesys Cloud CX platform has helped us become more agile and customer-centric, and we love how quickly we can integrate new features," said Rohan Khanna, Chief Technology Officer, Probe Group. "With Genesys Predictive Routing, we just clicked a button, and we were ready to go! The impacts were immediate, and we've been delighted with the ROI we've been able to drive. In early trials we reduced call handling time 14% and dropped transfer rate 6%."

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
Source: https://www.prnewswire.com

Date Posted: Monday, August 16, 2021