Enable nonstop self-service across your digital channels. Genesys Virtual Agent uses artificial intelligence (AI) technology to understand customer questions, provide accurate responses, and gather and surface relevant information before it’s needed.
A virtual agent is your first point of contact for customers, answering simple questions quickly and accurately without human intervention — and learning in the process. And it’s easier to build and maintain than other AI chatbots — as well as more powerful.
The virtual agent integrates seamlessly into your customer experience (CX) workflow, breaking down silos. AI-assisted insights add context and guidance. And with a more empathetic experience, the virtual agent makes the transition to a human agent, when needed, much smoother.
A typical chatbot or voicebot is restricted to its defined scope. But Genesys Virtual Agent is capable of handling queries and interactions beyond the original scope that you’ve defined.
Add context and personalisation by leveraging journey insights, customer characteristics and transactional history to create interactions that make every customer feel special.
Integrated natural language understanding (NLU) uses AI to identify intent from customer conversations, and applies semantic search for automatic information retrieval.
The virtual agent evolves and learns over time. Large language models (LLMs) and built-in machine learning allow chatbots to continuously improve through adaptive learning and customisable models.
Enable interactive experiences with integrated knowledge and rich media. Make conversations engaging by using digital menus, images and videos to give digital conversations visual impact.
Improve experiences over time using integrated reports to identify gaps in the customer journey. Gain insights into the quality of responses and overall performance as the virtual agent learns.
Transform self-service with the power of an advanced AI virtual agent that provides high-quality, human-like interactions 24/7. Let your virtual agent capture information, answer user questions and provide complex, human-like transactional support right up to the point where engaging a person is necessary. And when a transition is needed to a contact centre live chat or phone agent, make sure it’s seamless. Full conversational context will be intact, and since the virtual agent is more personal than a bot, the experience is consistent from virtual to human.
Powered by Genesys Cloud AI, the virtual agent uses NLU to understand customer intent, automatically identify the right information or direct the question to the right agent — at just the right moment.
The all-in-one capabilities of the Genesys Cloud™ platform make it simple for businesses to achieve goals for a unified customer experience using powerful chatbot technology that’s already integrated and ready to use. A Genesys Virtual Agent integrates smoothly into your existing workflow via the platform, and helps you provide the best possible service no matter what time of day it is.
Bot development should be easy. Build a virtual agent directly into Genesys Cloud, taking advantage of easy access to journey and customer data, NLU, drag-and-drop conversation flows, and built-in analytics. Deploy on any supported digital communication channel such as web messenger, SMS or social media.
Intent Miner, an integrated feature of Genesys Cloud, eliminates the need for bot builders to waste time guessing at customer intentions. It uses AI to automatically surface intents from actual conversations and digital interactions, providing insights that bot authors can apply to improve native or third-party bots. The result is more accurate virtual agents, deployed faster.
Integrated, AI-enabled knowledge enables your virtual agent to respond to questions with engaging information that can include images, video and other interactive content. Keep the conversation easy to navigate with digital menus.
Bots are great at handling rote, common queries from customers — the kinds of things that can get boring for a person to answer again and again. But they are not designed for (or capable of) going beyond that. A Genesys Virtual Agent can handle more complex conversations than a typical bot, allowing you to handle more queries at the self-service level without having to involve a human agent.
Add context to customer experiences by connecting with existing back-end or third-party systems to deliver optimised service. Bots collect and validate customer information — and continuously learn with automatically labeled live customer data — to build a knowledge base and grow smarter over time.
Customers can engage with a chatbot first; Genesys Cloud AI knows when to hand off to a live customer service agent. At that point, conversations and all interaction details move to a human. A seamless transition is vital to maintaining customer engagement and ensuring satisfaction.
Request a demo to see how a Genesys Virtual Agent can work for you. Be there for customers at all hours and during peak times. Build a new chatbot that can chat with customers and let AI move customers through interactions quickly and easily.
We’ll contact you directly to set up a date and time that works with your schedule.
There are a number of different types of chatbots that businesses can use. The simplest are menu- or button-based chatbots, which offer users access to a fully scripted menu where their specific questions can be answered. A menu-based bot is basically a user interface for a decision tree; the chatbot can’t deviate from the script.
Rules-based chatbots are slightly more complex, using “if/then” logic to simulate actual conversation. If your service team encounters a number of specific questions again and again, a rules-based bot is useful for answering them.
AI-powered chatbots are another step up the ladder. They use tools like large language models (LLMs) and machine learning to grow in real time, even going so far in the case of the best AI chatbots as to ask questions to get more information from end users.
A virtual agent is the most sophisticated version of a chatbot or voicebot. It meets the same need — a 24/7 answer to customer questions — but it gets much closer to mimicking the experience of talking to a person. Virtual agents use AI and machine learning to not only surface the right answers to customer queries but to learn as they work, and to narrow the gap between your digital offerings and your human agents.
They also offer seamless transition to human agents in cases where it’s needed with a summary of the interaction and wrap-up codes. This keeps the context intact and allows the agent to step in smoothly.
Chatbots, voicebots and virtual agents are all designed to answer customer questions quickly and easily, 24/7, with minimal human intervention. But most chatbots and voicebots need to be programmed with those answers and those answers need to be connected to the likely questions that would trigger those responses. Some have artificial intelligence, but in many cases that amounts to surfacing answers more easily or understanding questions better.
A virtual agent goes a step farther. The AI allows the virtual agent to respond to out-of-scope queries and makes it effortless to deploy — adaptive to natural human patterns of speech and ever-evolving so you can uncover CX gaps and potential improvement areas to help your call centre evolve constantly. It also makes the transition process from virtual agent to human seamless by providing appropriate conversational context.
Hopefully, the difference between a customer asking a question of your virtual agent and asking a human should be negligible. For all simple questions — and a fair number of more difficult ones — the virtual agent should be able to handle answers with speed, intelligence and (a simulation of) empathy. And when the questions get too complex, the handoff from virtual agent to real agent should be seamless.
The differences are the things that only a human can provide. Virtual agents learn and can make connections that seem abstract, but real abstract thinking needs a human mind. And of course, while AI can simulate empathy and emotion, it cannot truly feel either. When a judgment call is required, the virtual agent will need to escalate to a person.
An AI chatbot is a software application that uses artificial intelligence to simulate human conversation. It can answer customer queries, provide information, carry out tasks like booking appointments or processing orders, and learn from interactions to improve its responses over time.
AI chatbots can enhance user experiences by providing instant responses, being available 24/7, offering personalised interactions based on user history and freeing up human agents to handle complex issues. By learning from interactions, they can also improve their performance over time, leading to more accurate and helpful responses.
A good AI chatbot should accurately understand user queries, provide relevant and correct responses, handle a wide range of topics, and learn from interactions to improve over time. It should also provide a user-friendly experience, handle errors gracefully and, where necessary, seamlessly transfer the conversation to a human agent.
An AI chatbot handles more than just simple automation. Through its deep learning capabilities, it can go beyond a simple script. It uses natural language understanding and natural language processing to identify new customer queries, understand them and respond.
If a customer query is too complex or unique for the AI bot to handle on its own, it seamlessly transitions the query to a human agent, providing the context and customer information the agent needs to be able to quickly and easily help. This is one reason AI chatbots can also be referred to as virtual assistants or virtual agents.
One of the most important benefits of an AI chatbot is that they can get better at managing interactions over time. Part of this includes leveraging improvements to the knowledge base, acting as a guiding force to ensure the chatbot stays within a company’s guidelines. Continuing to provide training data, such as historical conversations, can also aid the bot in better anticipating what questions to expect. This will help the chatbot perform better around utterances, which can vary tremendously, and the true intent from interactions.
AI bots can identify and understand new inputs using natural language understanding and natural language processing capabilities. Machine learning allows the bot to analyse data and find patterns, while admins can go in and perform manual improvements such as perfecting missing utterances that are highlighted.
Voicebots, also known as voice assistants or voice-enabled AI, work by processing spoken language input from users. They use technologies like automatic speech recognition to transcribe speech into text and natural language processing to understand the intent of the text, and then use AI to generate a response. The response is then converted back into speech using text-to-speech technology.
The safety of voicebots depends on their design and implementation. Reputable voicebot developers take measures to protect user privacy and data security. This can include encrypting data, anonymising voice recordings and allowing users to manage their data. However, like all technologies, voice assistants aren’t immune to risks, so it’s important to use them wisely and understand the provider’s data handling policies.
Industries are using voicebots in various ways. In retail, they’re used for customer service and shopping assistance. In healthcare, they’re used for appointment scheduling, medication reminders and providing health information. In hospitality, they’re used for booking services and providing related information. They’re also used in banking for account management and transactional tasks, and in many other sectors for diverse applications.
While both voicebots and interactive voice response (IVR) systems interact with users through voice, they do so in different ways. IVR systems work through pre-recorded messages and touch-tone or simple voice inputs, offering a limited set of responses based on a pre-programmed menu. Voice assistants, on the other hand, use advanced AI to understand natural language, enabling more complex interactions and a wider range of responses.
Conversational AI voicebots offer several benefits. They can handle customer inquiries 24/7, providing instant responses and freeing up human agents for more complex tasks. They can improve customer experiences by offering convenient, hands-free and personalised interactions. They can also handle a wide range of tasks, from answering questions to performing actions like booking appointments or controlling smart devices.
