Sentient Machines’ Conversation Analytics+ solution is expected to ‘supercharge’ agent and customer experience on Genesys AppFoundry.
The UK AI company, Sentient Machines, is an AI-driven omnichannel conversation platform that will benefit teams and customers by integrating with Genesys Cloud to offer actionable insights and remove compliance risk in real-time.
Genesys AppFoundry is a marketplace of solutions that gives developers, independent software vendors, resellers, and customers access to all Genesys platforms in a single location.
Dr. Danica Damljanovic, CEO and founder of Sentient Machines, commented on its new partnership with Genesys: "We are delighted to partner with Genesys to offer their clients a seamless experience, transforming the bottom line with empowered real-time AI.
Deep auto-generated insights identify sales opportunities, increase customer happiness, and prevent churn whilst removing compliance risk.
"I'm excited to bring this incredibly powerful and affordable tool to all Genesys customers."
Analytics+ extracts key conversation topics and summaries and reports emotions, sentiments, behaviors, and events.
It identifies positive, negative, improving, and worsening interactions and measures customer and employee experience while providing insights that comprise algorithmic output and Genesys metadata.
As a result, actionable insights are delivered to senior management teams, supervisors, HR, QA, and compliance, plus advanced alerting and reporting functions.
Analytics+ enables Genesys customers to utilize conversation and speech analytics out of the box and connect to a CRM, Digital WFM, and other platforms.
According to Sentient Machines, it adds value to customer investments in the Genesys platform and future-proofs it.
Furthermore, businesses will not need to spend money on training or customizing the system to know what to search for.
