Genesys Integrates AI for Cloud Expansion
Xperience 2024, Genesys®, a global cloud leader in AI-powered experience orchestration, has introduced new AI features to enhance every customer and employee experience. With Agent Copilot, Virtual Agent, Empathy Detection, and Modern Agent Workspace for the Genesys Cloud™ platform, Genesys is enabling organizations to usher in the next phase of customer experiences rooted in a robust AI-human collaboration. The AI innovations in Genesys Cloud enhance customer loyalty by improving self-service and assisted service experiences, boosting employee performance and productivity, and providing managers with valuable insights and tools to lead effectively.
"In today’s dynamic business landscape, organizations must find the right balance between leveraging AI and automation for efficiency while ensuring customer and employee engagement," said Olivier Jouve, chief product officer at Genesys. "The transformative capabilities of generative, conversational, and predictive AI across the Genesys Cloud platform empower organizations to drive key business outcomes by utilizing reliable tools to engage with customers and employees in innovative ways."
By utilizing the latest Genesys Cloud AI features, organizations can equip their employees with the necessary support to resolve customer issues efficiently. Businesses can now offer highly personalized, powerful, and sophisticated next-generation customer self-service experiences that mimic interactions with top-performing employees. This is made possible by Genesys Cloud AI, designed for easy implementation and use while adhering to ethical guidelines that prioritize model explainability and govern data, privacy, security, bias, and transparency.
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