Genesys Cloud AI experience
Genesys offers all customers a Genesys Cloud fair use policy for the following product features:
When an agent interacts with a customer, Genesys Agent Assist offers agents potential answers to customer questions. Genesys Agent Assist uses the assigned knowledge bases to provide responses to customer inquiries. Agents can surface knowledge automatically, or manually search the knowledge base for responses.
Genesys Agent Copilot enhances communication between the agent and the customer. Genesys Agent Copilot determines customer intent and provides the relevant next best actions to the agent. Genesys Agent Copilot also offers assistance in after-call work and provides a summary of the conversation, reason for contact, resolution, and suggests wrap-up codes.
Build bots within Architect and then integrate them into Architect call, chat, and message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers. Genesys supports third-party TTS engines. For information about Genesys Dialog Engine Bot Flows supported languages, see Genesys Cloud supported languages. This feature is PCI DSS-compliant and you can use them in Architect secure call flows. For information about PCI DSS, see PCI DSS compliance.
Build Genesys Digital Bot Flows within Architect and then integrate them into Architect message flows. This process unifies the bot and flow authoring experience for administrators, flow authors, and contact center managers. Genesys supports third-party TTS engines. This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. In a future release, Genesys Digital Bot Flows will be PCI DSS compliant. For information about PCI DSS , see PCI DSS compliance.
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.
Virtual Supervisor and Supervisor Copilot are AI-powered tools designed to support and enhance supervisor workflows. These features combine powerful capabilities (AI scoring, summary, insights, and translate), to deliver a smarter, more efficient way to monitor performance, gain clarity from conversations, and act quickly on key information.
The knowledge portal presents knowledge base articles to customers so that they can easily navigate the self-service experience. Customers can search within the articles, browse by categories, and initiate conversation with a chat bot or an agent.
The knowledge workbench allows a knowledge author to create and manage knowledge articles, fine-tune the search process, and view the performance of knowledge bases. Knowledge bases are sets of predefined knowledge articles that respond to queries by customers.
Genesys Predictive Engagement is a cloud-based, Genesys Cloud AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.
Predictive routing enables you to use machine learning to optimize your key performance indicators (KPIs) by matching each interaction with the available agent that is best able to handle it. Predictive routing currently supports voice, email, and asynchronous message interactions. Message interactions include third-party messaging platforms, inbound SMS, Genesys Cloud web messaging, and open messaging.
Speech and text analytics enables you to gain insights into customer-agent conversations through sentiment analysis, and topic trends. These insights highlight areas of improvement, recognition, and concern to better understand and serve customers and employees. Speech and text analytics features provide automated speech and text analytics capabilities on 100% of interactions to provide deep insight into customer-agent conversations.
Social listening topics enables you to organize your data ingestion rules by serving as a folder using which you can create multiple data ingestion rules under a single topic. You add new social listening topics based on the integration that you create for a platform. You can also add data ingestion rules for the integration. For more information about creating integrations under each platform, see Third-party messaging overview.
Virtual Supervisor and Supervisor Copilot are AI-powered tools designed to support and enhance supervisor workflows. These features combine powerful capabilities (AI scoring, summary, insights, and translate), to deliver a smarter, more efficient way to monitor performance, gain clarity from conversations, and act quickly on key information.
The Automatic Best Method forecasting method is the most sophisticated methodology offered in workforce management. It includes:
Genesys Cloud ACD messaging provides a way for your customers to use X (Twitter) Direct Message to interact with agents who are using Genesys Cloud.
Note: This article refers to rates for customer contracts under the “per invocation rate” structure. These rates will continue until you renew your contract. For pricing rates per turn/minute, see Genesys Cloud AI Experience tokens metering and pricing.
