About Genesys Virtual Agent
Use Genesys Virtual Agent to create an advanced conversational bot powered by Genesys AI that can handle customers the same way a human agent can. Virtual Agents allow for more personalized and helpful self-service interactions that can increase your deflection rates. Genesys Virtual Agent is supported in both voice and digital bot flows. You can use Virtual Agent in new or existing bot flows.
Before contact
Make your bots faster to build and better at handling a wide range of customer inputs. Virtual Agent uses generative AI to automatically generate intents and utterances for enhanced natural language understanding in your bot and digital bot flows.
During contact
Enable your bots to help customers get their questions answered more quickly. Virtual Agent can search for and highlight answers directly from the content of knowledge base articles to produce more relevant responses (only digital).
After contact
Use Virtual Agent for improved customer service continuity, reduced resolution times and seamless and informed transfers to human agents. Virtual Agent can automatically summarize bot conversations and apply appropriate wrap-up codes to your bot interactions.
Upgrade to Virtual Agent
Familiarize yourself with the process. Learn the prerequisites and how to enable Virtual Agent in your voice and digital bot flows.
