Genesys Cloud AI
Genesys Cloud AI experience is a collection of products that bring together multiple artificial intelligence (AI) disciplines in a single platform to personalize, refine, and establish advanced customer and employee experiences. For more information, see Genesys Cloud AI. Your organization can consume Genesys Cloud AI Experience tokens as you use Genesys Cloud AI, and the tokens are designed for flexibility to adapt to your changing business needs. The quantity of tokens consumed appears on your invoice. These tokens renew each month and do not carry over to future months.
Genesys offers all customers a Genesys Cloud fair use policy for the following product features:
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.
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.
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.
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.
The Automatic Best Method forecasting method is the most sophisticated methodology offered in workforce management. It includes:
