At its recent Xperience 2024 user conference, customer experience solutions provider Genesys announced several new AI capabilities designed to improve customer and employee experiences alike. With the addition of Agent Copilot, Virtual Agent, Empathy Detection and Modern Agent Workspace for the Genesys Cloud platform, Genesys says it is aiming to improve customer experiences with the use of strong AI-human partnerships.
These Genesys Cloud AI additions were developed to elevate self-service and assisted service experiences, boost employee performance and productivity, and give managers dynamic insights.
The first tool, Genesys Copilots, is a suite of AI automated assistants powered by large language models (LLMs) to provide real-time support to employees — from agents to supervisors and administrators — helping them work faster and more effectively. Organizations can start with Agent Copilot, available now, to help contact center agents balance many tasks simultaneously and provide personalized service across digital and voice interactions.
Agent Copilot listens to conversations, creates customized scripts and surfaces knowledge information to agents in real time, working alongside their human counterparts seamlessly to provide customer support. Through real-time transcription and auto-summarization, Agent Copilot monitors what’s happening during service interactions and provides agents a head start on task completion, helping to improve average handle time, interaction wrap-up time, customer satisfaction and more.
Next, Virtual Agents for Genesys Cloud helps organizations extend their reach by automating more complex customer interactions and work than what’s possible with traditional bots. Using Virtual Agents, organizations can improve self-service experiences through more natural and human-like conversations. Virtual Agents offers enhanced capabilities to handle ambiguous requests; improve information gathering; and automate wrap-up and self-service summaries.
Another new feature, Empathy Detection, uses advanced speech and text analytics that goes beyond sentiment analysis and topic spotting to evaluate empathy across every interaction.
Finally, Modern Agent Workspace for Genesys Cloud will give agents an adaptable and “composable” desktop, enabling them to configure their view and consume context, data and insights quickly, in a way that works for them.
“By leveraging Genesys AI, Virgin Atlantic has now implemented a comprehensive approach encompassing voice segmentation bots, bot flows and predictive routing, which has helped us achieve a 25-point improvement in customer satisfaction and 12-point increase in employee happiness in 12 months," said Louise Phillips, Vice President of Customer Centers, Virgin Atlantic and Virgin Atlantic Holidays, an early user of the aforementioend product suite.
Edited by
Alex Passett
