AI Journey

The AI-powered contact center:

Connecting moments throughout the customer journey

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Genesys Predictive Engagement uses artificial intelligence to help find, win and keep online prospects and customers by engaging them at the right time and with the right resource and action.

Predictive engagement

Genesys AI-powered chatbots and voicebots unify and orchestrate native and third-party bots across all messaging and voice channels while optimizing the customer journey to power exceptional customer and employee experiences.

Chatbots and voicebots

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Genesys Predictive Routing improves overall business performance by identifying and connecting the most ideal employee to fulfill each customer inquiry based on expected outcomes.

Predictive routing

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Genesys AI analyzes every interaction to identify the skills, knowledge and behaviors of top performers. Speech and text analytics and sentiment analysis illuminate coaching opportunities and build employee profiles — to help match the best employee to each customer and situation.

Employee performance

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Genesys automatic short-term forecasting and scheduling capabilities ensure the right staff, with the right skills, is available to meet fluctuating demands.

Forecasting and scheduling

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Genesys monitors customer-employee conversations to provide real-time recommendations and next-best actions.

Agent assist

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Genesys post-interaction surveys provide a web-based avenue to gain insight into customer satisfaction and experience across all communications channels.

Voice of the customer

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Genesys Interaction Analytics provides the ability to mine recording content for key events and language to gain insight into customer experience, agent performance, sales and compliance.

Interaction analytics

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Predictive engagement with customer online

Self-service with chatbots and voicebots

Optimize skills via Employee performance

AI-powered forecasting and scheduling

Predictive routing for best agent match

Assist employees in real time

Understand the voice of the customer

Business intelligence with interaction analytics

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Genesys Predictive Engagement uses artificial intelligence to help find, win and keep online prospects and customers by engaging them at the right time and with the right resource and action.

Predictive engagement

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Employee journey

Customer journey

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Data, artificial intelligence and the right engagement tools provide the context you need to engage with empathy. Go behind the scenes of a customer scenario to see how AI enhances both the customer and employee experience.

Discover how AI powers more personal, connected experiences

Welcome to the Genesys AI self-guided tour! Click through each module, and see how AI powers the journey from both sides - customer and employee.

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Customer journey

Employee journey

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Power your contact center with AI

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Introduction

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