Bangkok, Thailand, Sept 23, 2020 -- Thai state-owned operator TOT has adopted the Genesys Cloud and artificial intelligence (AI) platform to enable its contact centres to manage the increase in call volumes during the COVID-19 outbreak. The Genesys service allowed TOT agents to via various digital channels such as email, web chat, and social media in addition to traditional phone calls.
TOT implemented Genesys Cloud capabilities, integrated with Google Cloud Contact Centre AI (CCAI). Together, Genesys Cloud and Google Cloud CCAI enabled TOT to embed machine learning and conversational AI capabilities into its existing processes. Consumers reaching out from a range of channels could now interact with AI-powered virtual agents who were able to capture a customer’s intent, routing them to the agents most well placed to handle their needs.
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: Friday, September 25, 2020
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