San Francisco, CA, USA, June 5, 2023 - Genesys(R) announced expanded generative AI capabilities for experience orchestration, helping organizations unlock deeper customer and operational insights using the power of Large Language Models (LLMs) as a force multiplier for employees. Now with auto-summarization for Agent Assist, the Genesys Cloud CX™ platform helps organizations drive increased quality, speed and accuracy by enabling employees to efficiently capture conversational intelligence from digital and voice interactions.
"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.
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Tuesday, June 6, 2023
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