Genesys has announced a wave of new CCaaS capabilities during its Xperience 2024 event in Denver.
First, it has become the latest vendor to announce the general availability of a generative AI (GenAI) fuelled virtual assistant.
The "Genesys Agent Copilot" groups its existing agent-assist capabilities with exciting use cases that leverage the AI technology that everyone is still talking about.
Auto-summarizations are an excellent example, which Genesys built into its platform last year.
However, Agent Copilot has now also added the capability to customize scripts in real-time to simplify and accelerate agent responses.
Combine such features with the vendor’s existing Agent Assist portfolio – which includes tools to spotlight data insights and knowledge articles in real-time - and Genesys brings a comprehensive Agent Copilot to market.
Moreover, the CCaaS Magic Quadrant leader revealed that it will release a Supervisor Copilot and an Admin Copilot later this year.
Yet, Xperience 2024 hasn’t revolved entirely around Copilots. In addition, Genesys announced a next-generation Virtual Agent solution, released an Empathy-Detection tool, and debuted its Modern Agent Workspace.
Unsurprisingly, each innovation heavily features AI, and Olivier Jouve, Chief Product Officer at Genesys, celebrated this.
"Organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged," he said.
The revolutionary power of generative, conversational, and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways.
Consider the "next-generation" Virtual Agent. Behind the scenes, it leverages GenAI to auto-generate bot flows based on an analysis of how the contact center’s "top agents" resolve a particular query.
Moreover, those flows don’t deliver hard-coded text. Instead, GenAI can iterate on that text to enable more "natural and human-like" conversations.
Finally, it also handles “ambiguous requests” via integration with organizational knowledge sources, offers improved information gathering, and generates summaries across all automated conversations. These then flow into the CRM for a more complete view of the customer.
Genesys expects the new-look Virtual Agent platform to be available in Q3, 2024.
Empathy Detection, a New Agent Workspace, & More
Genesys describes its new Empathy Detection tool – which is now generally available – as an "industry-leading" solution that ensures customers "feel seen, heard, and understood."