The Futurum Group's Statement on Israel

Genesys Launches Cloud AI Experience for Customer and Employee Journeys

AI-Driven Solution Simplifies How Firms Orchestrate and Optimize Journeys

Cloud artificial intelligence

Genesys is introducing an artificial intelligence (AI)-driven experience solution to simplify how organizations can orchestrate and optimize customer and employee journeys. Called Genesys Cloud AI Experience, the solution is built with enhanced personalization, automation, and prediction features in real time, enabling organizations to integrate data and customer signals as they occur for maximal engagement with customers and employees across digital and voice touchpoints alike.

And while many organizations are held back by legacy business processes, siloed solutions, and insufficient technical resources, Genesys says in a statement that its Cloud AI Experience solution removes the barrier to entry presented by AI because of its integrated nature combining conversational AI, knowledge, agent assistance, and predictive actions, making it possible for stronger customer journeys to be achieved within weeks, not quarters. The solution can also help organizations extract more value from their data, so that self-service and employee-assisted engagements can be fine-tuned with greater precision.

Based in Daly City, California, Genesys is the provider of a business model and type of customer care that the company calls Experience as a Service, representing its vision of empathetic customer experiences at scale.

Related Article: CX Specialist Genesys Raises $580 Million in New Funding Round

Olivier Jouve, executive vice president and general manager of Genesys Cloud CX, says the new capabilities should prove helpful. “As a pioneer in Experience as a Service, we’re making it easier for organizations of all sizes and scale to stay ahead of changing consumers’ needs through experience orchestration,” notes Jouve. “Using Genesys Cloud AI Experience, we’re giving organizations a powerful foundation to help them innovate effortlessly and wow their customers through more proactive, personalized experiences.”

AI Innovation to Enhance the Journey

At the heart of the Genesys solution to improve customer and employee journeys are AI capabilities offering innovation in at least four ways, according to the company.

For instance, the new Genesys digital bot flow builder now allows organizations to differentiate their customer self-service experiences by using elements like rich media, images, visual menus, and added languages, among others. As a result, better digital experiences can be expected.

A second point of innovation is the new centralized workbench powering self-serve and human-assisted service for smart knowledge, which companies can use to create and enrich for use across channels. A new knowledge optimizer also gives organizations deeper visibility into content effectiveness and usage, helping them detect the most valuable customer resources.

In the third, transparency in the use of AI and an “explainability” feature in the solution supply insights into the factors driving better customer outcomes. And in the fourth, the AI-driven optimization process is one that contains embedded data services to capture interaction data, with additional functionality automatically applied for speech and text analytics, intent mining, and identity resolution.

Available now, Genesys says the new AI Experience capabilities can be added to an organization’s existing Genesys Cloud CX contract, or they may be included as a part of a new deployment.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


Latest Insights:

On this episode of The Six Five – On The Road, hosts Daniel Newman and Patrick Moorhead welcome Sanjay Poonen, President and CEO at Cohesity for a conversation on Cohesity’s partnership with AWS by integrating Cohesity Turing with Amazon Bedrock.
Strong Growth of the Evergreen STaaS Program and Subscription Sales Help Balance Disappointing Q4 Guidance
Dave Raffo, Senior Analyst at The Futurum Group, examines Pure Storage’s Q3 earnings report with mixed positive results for past quarter and long-term optimism with a tempered forecast that indicates a YoY Q4 decline.
AWS Makes Its Custom Silicon Chips Faster and More Efficient
The Futurum Group’s Daniel Newman, Steven Dickens, and Dave Raffo analyze AWS chip launches at re:Invent after the hyperscaler delivered its next-generation Graviton and Trainium processors.

Latest Research:

In our latest Market Insight Report, Private 5G Networks – Hyperscaler Cloud Providers, we find that private 5G Networks are key to transforming business practices and improving business outcomes by enabling organizations to gather massive amounts of data about their operations and customers.
In our latest Research Brief, Acknowledging the Impact of Agent Experience on Customer Experience, completed in partnership with Local Measure, we discuss the drivers of agent frustration and burnout, the benefits of implementation new technology such as AI to better support agents and enable greater automation, and the advantages provided by the use of a modern, cloud-based contact center solution that can integrate and activate technology that creates better experiences and outcomes for both agents and customers.
In our latest Research Brief, Driving Revenue, Customer Loyalty, and Retention via a Modern Contact Center, completed in partnership with Local Measure, we discuss the reasons why so many contact centers fail to deliver results, the need to support a modern customer journey and lifecycle, the use of modern tools and approaches to deliver CX efficiently, and how to convert positive agent experiences into increased customer satisfaction and loyalty.