Genesys Cloud Virtual Agents can be very easily created by use of simple prompts. A single description of a use case together with guardrails can generate flows. The virtual agent uses AI in finding the best agent conversations to use as a base example to generate a flow. It simplifies the creation and management of Genesys Cloud Virtual Agents for contact centres, making it highly versatile for users without programming skills. This dynamic technique of a no-code visual builder is powered by Genesys Dialog Engine Bot Flows. It utilises advanced natural language processing (NLP) to understand customer queries, identify intents, and recognise entities, providing accurate and context-aware responses. For creating virtual agents via prompts, it utilises generative AI, large language models (LLMs) and AI-enabled knowledge retrieval-augmented generation (RAG) services to build intent and create virtual agents.
Integrating with the Genesys Cloud™ platform, virtual agents can access customer data and support across all channels — ensuring a consistent experience across voice, chat, email and social media. The platform’s AI and machine learning capabilities allow bots to improve continuously through adaptive learning and customisable models.
Once deployed, the virtual agents can handle common and complex customer interactions, escalating unresolved issues to human agents with context and summaries — enhancing efficiency and customer satisfaction. Performance analytics tools help monitor and refine the virtual agents for optimal operation.
Actionable reports are available out of the box, enabling administrators to make data-driven optimisation decisions and view virtual agent performance in real time. Genesys Cloud Virtual Agents are woven into the journey, providing a contextual handover to an agent with a summary, wrap-up code and other critical information – making customer interactions smoother with customers not having to repeat themselves. Genesys Cloud Virtual Agents are flexible, with usage spanning automated information requests, transactional support or full-service automation.
With Genesys, multilingual virtual agents are easy to build, measure and optimise. Genesys Cloud Virtual Agent, a drag-and-drop, no-code conversational designer, is integrated into Architect. Conversational AI provides the ability to understand and respond; knowledge and Intent Miner accelerates virtual agent design; access to predictive and CRM data enables personalisation; and out-of-the-box analytics support data-driven, real-time optimisation decisions. Business users can add personalised, conversational virtual agents to interaction flows, increasing self-service without creating service dead-ends.
