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Genesys Utilizes Generative AI to Create New Value for Customers

By Greg Tavarez June 09, 2023

There is no doubt that organizations today are increasingly turning to generative AI for a multitude of applications. Genesys customers shed light on the excitement surrounding the potential of generative AI and the numerous benefits it offers: AI allows organizations to automate and streamline various tasks, minimizing errors and ensuring greater accuracy across different operations.

In the contact center space, there is one area where the transformative potential of generative AI becomes apparent. The survey revealed that contact center agents typically spend up to three minutes summarizing, typing and correcting notes from each customer conversation, with no consistent format.

However, the advent of Genesys Cloud CX auto-summarization capabilities for Genesys Agent Assist promises to revolutionize this process. By harnessing generative AI, these technologies enable virtually instantaneous summarization, eliminating the need for manual note-taking and improving agent productivity.

The latest generative AI addition to the platform deepens Genesys AI's expansive predictive, conversational language processing and analytics capabilities. Organizations rely on the Genesys AI platform as a strong foundation for innovation in enhancing customer and employee experiences. Through the platform's utilization of natural language processing and a range of capabilities, organizations can gain insights into sentiments, intents, empathy, and effort during interactions.

To meet enterprise demands, Genesys introduced multiple capabilities in response to the readiness of large language models. These include entity recognition, sentiment extraction, conversational models, intent mining, topic mining and semantic search. Genesys Agent Assist's auto-summarization feature benefits from years of continuous advancements in LLM applications and employs models trained with proprietary and curated data. This ensures improved reliability and accuracy for organizations leveraging the platform.

With more consistent and contextual conversation reporting, organizations effectively capture and preserve valuable data from post-interactions. This data can be further utilized through Genesys Speech and Text Analytics to extract valuable insights. The benefits include enhanced service experiences, comprehensive history tracking, improved operational efficiency, and adherence to compliance requirements.

The incorporation of generative AI technologies such as Genesys Cloud CX auto-summarization capabilities holds the promise of revolutionizing not only contact centers but various other industries as well. Organizations can harness the power of AI to streamline their operations, enhance customer experiences and achieve higher levels of efficiency.

"We've long used LLMs within Genesys AI to help organizations proactively orchestrate experiences that lead to stronger customer and employee outcomes," said Olivier Jouve, chief product officer at Genesys. "Through responsible development that responds to our customers' needs, we're accelerating our pace of innovation with the latest generations of generative AI to help organizations gain greater value from their data, rapidly create new content and break language barriers.”

Auto-summarization for Agent Assist is available with the Genesys Cloud AI Experience offering. Genesys Cloud CX customers can also explore the solution via a 30-day trial, accessible through the Genesys AppFoundry Marketplace.

Edited by Greg Tavarez
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