Genesys Cloud CX uses language models at scale to help employees improve quality, speed, and accuracy to drive stronger post-engagement outcomes.
San Francisco, June 5, 2023 /PRNewswire/ — Genesys® today announced enhanced generative AI capabilities for experience orchestration. This enables organizations to use the power of the Large Language Model (LLM) as an employee empowerment agent to derive deeper customer and operational insights. Genesys Cloud CX™ platform with Agent Assist auto-summarization empowers employees to efficiently capture conversational intelligence from digital and voice interactions, helping organizations improve quality, speed and accuracy help you to
The latest generative AI additions to the platform enhance the broad predictive, conversational language processing and analytics capabilities of Genesys AI. It provides a strong foundation for organizations to continuously improve customer and employee experiences through smarter automation, personalization and optimization.
“We have long used large-scale language models within Genesys AI to help organizations proactively tailor experiences that lead to stronger customer and employee outcomes.” said. Olivier Jouve, Chief Product Officer, Genesis. “Through responsible development that meets the needs of our customers, we accelerate the pace of innovation with the latest generation of generative AI, enabling organizations to derive greater value from their data, create new content faster, and break language barriers. We are considering roles and expertise that may be needed to drive future R&D strategies, such as rapid engineering and curation.”
The Genesys AI Platform for Customer and Employee Experience empowers organizations to innovate by applying capabilities such as natural language processing (NLP) to understand emotion, intent, empathy, and effort across every interaction. Provides a reliable foundation. Earlier this year, open AI technologies like ChatGPT swept the public’s attention to the potential of generative AI. These technologies are often trained on unvetted and untrusted public data sources. Genesys trains built-in models using curated, authoritative data across multiple industries, languages, use cases, dimensions, and more.The company employs strict regulations AI Ethics Guidelines We strive to create customer value through the best technology.
As LLM reached enterprise readiness, Genesys introduced multiple capabilities, starting with Entity Recognition (2020), Sentiment Extraction, Conversation Models, Intent Mining, Topic Mining, and Semantic Search. Agent Assist’s automated summaries have benefited from increasingly sophisticated LLM applications over the years, using state-of-the-art models trained on their own curated data to help organizations improve reliability and accuracy. We support.
Agent Assist automated summaries are the latest of several new generative AI-based offerings expected in Genesys Cloud CX. Additionally, the Genesys Cloud CX platform’s open APIs allow organizations to innovate with other generative AI solutions available in the market to support their business-specific needs. Genesys also leverages generative AI within his Exceed.ai, giving sales teams the tools to auto-generate email content for lead nurturing, pipeline nurturing, and more.
New automated summaries in Genesys Agent Assist benefit employees and organizations
A recent survey of Genesys customers found that organizations are excited about the applicability of generative AI, with the top expected benefits being quality (77%) and speed (73%) from using the technology. , with an improvement in consistency (67%). Survey respondents also revealed that most contact center agents spent as much as three minutes summarizing, typing, and correcting notes for each customer conversation, with no consistent format. . Summaries are now virtually instant with the Genesys Cloud CX auto-summary feature in Genesys Agent Assist.
Genesys extends Agent Assist’s knowledge and automation capabilities with automated summaries to enable employees to quickly drive customer engagement and follow-up actions, while assisting other customers and taking breaks between tasks. I was able to save precious time. To maintain quality, employees can review and approve the summary before it becomes part of the customer interaction record.
More consistent and contextual conversation reporting enables organizations to better capture and store valuable post-interaction data, which can be used to gain insights through Genesys Speech and Text Analytics. Organizations can benefit from improved service experience, history tracking, operational efficiency, and compliance adherence.
Agent Assist automatic summaries are now available in the Genesys Cloud AI Experience offering. Genesys Cloud CX customers can also explore the solution through a 30-day trial accessible through the Genesys AppFoundry® Marketplace.
Learn more about how Genesys is innovating on Xperience 23 with generative AI and new automatic summary capabilities for Agent Assist.
About Genesis
Every year, Genesys orchestrates billions of great customer experiences for organizations in over 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service®, our vision of delivering empathic customer experiences at scale. With Genesys, organizations can deliver proactive, predictive, and hyper-personalized experiences to better connect with customers across every channel of marketing, sales, and service, while increasing employee productivity. and can improve engagement. By transforming back-office technology into a modern revenue velocity engine, Genesys enables true intimacy at scale, driving customer trust and loyalty. Visit www.genesys.com.
©2023 Genesis. all rights reserved. Genesys, the Genesys logo, Genesys Cloud CX, and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
Genesis Contact:
Rachel Faulkner Perezgenesis
[email protected]
method communication
[email protected]
source genesis
