How 3 CX Leaders Are Embracing AI-Powered Experience Orchestration

What do Almosafer travel company, Coca-Cola Bottlers’ Sales & Services and The Trevor Project all have in common? An unwavering focus on improving the experience for customers, employees and those they serve by using innovative technology like artificial intelligence (AI) and social listening.

At Genesys Xperience 2024, Genesys Chief Customer Officer Scott Cravotta and Senior Vice President of Customer Advocacy, Janelle Dieken sat down with representatives from all three companies during fireside chats to learn more about their journeys toward AI-powered experience orchestration. Here are highlights from their stories and how they’re leveraging technology innovations to transform experiences.

Almosafer Leverages Messaging, Social Listening

Almosafer is Saudi Arabia’s leading travel company, with several lines of business covering domestic, international, leisure and religious travel. Using a digital-first mindset, the company meets customers where they are and stays in tune with what their audience cares about most.

Almosafer is committed to a holistic approach to customer experience that allows them to meet their customers where they are, whether that’s in person, on the phone or digitally. The travel company selected the Genesys Cloud™ platform not just because of the platform’s capabilities but also because Genesys and its ecosystem partners have a strong local presence in the Middle East.

This gave Almosafer in-region support in implementing its vision, central to which is ensuring that customers have the same experience whether they visit a retail branch, contact Almosafer directly or reach out on WhatsApp or social. By integrating Genesys Cloud with the existing CRM system, agents can consult customers regardless of how the customer chooses to engage.

Almosafer also reiterated how the cloud allows them to scale around seasonal travel peaks, and that the organization continues to find new ways to take advantage of Genesys Cloud to improve the customer experience.

Coca-Cola Bottlers’ Sales & Services Delivers Great Experiences

Coca-Cola Bottlers’ Sales & Services (CCBSS) is a limited liability company owned by nearly 70 independent Coca‑Cola bottlers. CCBSS provides shared services across a diversity of business lines including customer service, data, finance, human resources, information technology and procurement. The company’s Customer Care Center (CCC) has deployed the Genesys Cloud platform. From an initial footprint consisting of inbound and outbound voice, email as well as workforce management, the CCC team has adopted new features to improve the customer and employee experience.

Vincent D’Amico, CCC Senior Director of Service Operations Support, shared how the company is using Genesys Cloud to make it easier and more efficient for their customers — such as a local business that has a Coca-Cola fountain machine or beverage cooler — when an issue arises. By leveraging data actions, Genesys Cloud surfaces information from the organization’s CRM system about the customer and what type of equipment they have. From there, voicebots can perform initial triage on the customer’s issue and decide how best to handle the call — whether that’s an agent, a bottling partner or a senior technician.

If the customer issue is best served by a senior technician, all the context about the customer and their issue is shared with the technician.

“We’re passing the intent and all the details captured from the bot to our agents so they can start the conversation from where the customer left off with the voicebot,” said D’Amico. Using a Genesys AppFoundry^® Marketplace integration, the technician can even start a video chat with the customer and walk them through self-servicing their own equipment. This gets the customer up and running faster and avoids the cost, time and carbon footprint of a physical service call.

Nicole Thomas, CCC Vice President, shared that voicebots are resolving an increasing percentage of the incoming calls and that video chat has positively increased fix rates. All of this combines to deliver more value back to the Coca-Cola Bottling System in North America.

The Trevor Project Ensures Every Priority Call Is Answered

Almost two million LGBTQ+ young people seriously consider suicide each year in the US. The Trevor Project has a mission to end suicide among LGBTQ+ youth and help them envision a better future. In-crisis youth can contact The Trevor Project for counseling and support via phone call, SMS and web chat.

For The Trevor Project, every moment is crucial when providing its services to at-risk young people in crisis. “Project uptime is the most critical component, as the type of interactions we have coming in with imminent, suicidal young people, we have to be there for them,” said Tom Dunham, Senior Vice President of Product and Technology at The Trevor Project.

The nonprofit is using bots in Genesys Cloud to triage contacts in-queue to ensure that the most critical cases are routed to counselors equipped to handle high-risk interactions more quickly, said Emmett Troxel, Director of Contact Center Technology at The Trevor Project. With 3,000 volunteers augmenting the full-time staff at the organization, the ability to route young people in crisis to the right counselor is paramount — and it’s vital to do so without impacting the person reaching out for help.

Genesys Cloud can pass context, intent and the risk level for the young person in crisis to The Trevor Project counselors, so they can better understand that person’s unique needs. The Trevor Project is also leveraging the AI scheduling engine to ensure adequate staffing levels and leveraging topic miner as part of a pulse check at the end of each interaction. That’s helping the organization build their internal knowledge base to better train counselors.

With Genesys, The Trevor Project has reduced its need for in-house development by 80% while allowing them to respond to 100% of high-risk and imminent interactions. As Dunham put it, Genesys helps them focus, saying, “Our mission is to end suicide among LGBTQ+ young people — our secret sauce is not building software, it’s answering those interactions.”

These are three examples of companies innovating with Genesys to deliver the future of customer and employee experiences today. Learn more about how to orchestrate great experiences here.