Genesys Unveils AI for Supervisors to Enhance Efficiency, Elevate Employee Performance, and Enrich Customer Experiences

London, 17 March 2025 – Genesys®, a global leader in cloud-based AI-Powered Experience Orchestration, today announced a suite of AI capabilities within Genesys Cloud™, designed to empower supervisors. These innovations assist organisations in navigating the evolving landscape of work, both within and beyond the contact centre. As enterprises worldwide seek greater efficiency and scalability, Genesys is equipping them with automation and enhanced employee performance to drive superior customer experiences, heightened operational productivity, and increased business impact.

With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organisations can automate routine tasks, equipping managers with the tools and insights necessary to accelerate workflows, enhance work quality, and increase overall effectiveness. These capabilities provide supervisors with real-time support to analyse data, train employees, oversee processes, and manage critical business operations.

Genesys estimates that these AI capabilities for supervisors could facilitate a 40% reduction in quality evaluation time, a 25% decrease in multilingual evaluations, and a 38% reduction in administrative costs associated with quality management, presenting an opportunity for substantial operational gains.

According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology. 

“Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. “Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences.” 

Enhancing Performance with Supervisor Copilot

Supervisor Copilot, the latest addition to the Genesys Cloud Copilot suite, builds upon last year’s launch of Genesys Cloud Agent Copilot, designed to optimise contact centre operations. These AI-powered copilots reduce manual workloads, uncover insights, and drive improved business outcomes.

Acting as a trusted aide to managers, Supervisor Copilot delivers prescriptive support for quality assurance, compliance, and coaching. Powered by generative AI, it automatically summarises interactions, enabling supervisors to efficiently review and make well-informed decisions. With advanced quality and conversational intelligence, Supervisor Copilot enhances compliance and effectiveness across both human- and AI-led interactions, providing context, identifying issues, and uncovering opportunities for customer experience improvements.

Automating Tasks for Greater Productivity with Virtual Supervisor

Leveraging large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an interaction, thereby saving time, improving efficiency, and ensuring a more comprehensive review process. This automation provides managers with deeper visibility into agent performance, behaviours, and skills, offering structured insights to support strategic decision-making.

Managers can customise the level of automation and oversight, determining the assessment criteria and whether to accept recommendations, ensuring that Virtual Supervisor aligns with organisational policies, regulatory requirements, and operational objectives. This empowers managers to go beyond traditional quality control, fostering performance improvements at scale.

Available as optional configurations within Genesys Cloud, organisations may begin utilising Supervisor Copilot and Virtual Supervisor immediately. These capabilities seamlessly integrate with Genesys Cloud’s native offerings, including conversational AI, event data, and journey management, to deliver a more contextual customer engagement experience. By continuously sharing data across human- and AI-led interactions, these innovations not only operate independently but also improve collectively over time, delivering greater business value.

Genesys Cloud AI for Supervisors: Capabilities in Action

Genesys Cloud AI for Supervisors is already driving tangible benefits across various applications, with more functionalities on the horizon. Some examples of how organisations can leverage these capabilities include:

• AI translation: Supervisors need not be multilingual to make an impact. AI translates interaction details, including full transcriptions and summaries, across more than 70 languages, facilitating seamless analysis and rich contextual insights.
• AI summary: AI automatically converts conversational data into clear, concise, and actionable summaries, capturing key points and essential insights from both customers and agents. This streamlines interaction reviews, reduces processing time, and facilitates faster, more informed decision-making.
• AI scoring: AI-driven scoring automates quality evaluations, providing faster, more consistent, and less biased assessments. AI analyses every interaction, flagging those requiring attention and eliminating the inefficiencies of manual sampling, thus improving supervisory efficiency and performance outcomes.

“As organisations embrace the future of AI, Genesys Cloud is empowering them to remain at the forefront by augmenting human potential with deeper insights and automation,” said Olivier Jouve, Chief Product Officer at Genesys. “Through our AI-driven suite for supervisors, we are redefining customer experience delivery and workplace productivity. With real-time intelligence and enhanced efficiency, organisations gain both macro-level strategic oversight and micro-level precision, accelerating business value and operational excellence at scale.”

Flexible AI Pricing for Scalable Growth

Genesys Cloud AI for Supervisors features a flexible AI token pricing model, enabling organisations to scale and adapt usage dynamically. This structure facilitates rapid user onboarding and feature implementation while allowing businesses to allocate tokens efficiently in response to evolving operational needs, ensuring optimal cost management and performance.

For further information on Genesys Cloud AI for Supervisors, please visit the Genesys blog.

About Genesys 

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud™, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com. 

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Media Contacts

Brands2Life

Brands2Life@genesys.com

Marielle Sedin 

Marielle.Sedin@genesys.com 

^{i Estimates are based on existing Genesys Cloud Copilot functionalities, which are the foundation for these supervisor functionalities; benchmarks of current workload these functionalities can alleviate; and the average cost and time required for the manual processes of these activities, depending on the quantity of supervisors (two supervisors) and interaction volume, plus best practices for mandatory evaluations (five interactions per agent per month).}