Genesys®, a leading global cloud provider specializing in AI-powered experience orchestration, has announced the introduction of new AI capabilities under the Xperience 2024 initiative. These advancements, including Agent Copilot, Virtual Agent, Empathy Detection, and Modern Agent Workspace, are designed to revolutionize customer and employee experiences. By leveraging the Genesys Cloud™ platform, organizations can now unlock the potential of AI-human collaboration, ushering in a new era of customer satisfaction.
The cutting-edge AI innovations offered by Genesys Cloud enhance customer loyalty by improving both self-service and assisted service experiences. Additionally, they empower employees, boosting their performance and productivity. Managers are also equipped with dynamic insights and tools to effectively lead their teams.
Olivier Jouve, the chief product officer at Genesys, emphasized the importance of striking the right balance between AI and automation in today's complex business landscape. He highlighted the transformative power of generative, conversational, and predictive AI, which enables organizations to achieve key business outcomes by engaging with customers and employees in innovative ways.
With the latest Genesys Cloud AI capabilities, organizations can provide their employees with the necessary support to resolve customer issues efficiently. Moreover, businesses can deliver highly personalized, powerful, and sophisticated self-service experiences that rival interactions with top-performing employees. Genesys Cloud AI ensures simplicity in implementation and usage, while adhering to ethical guidelines that prioritize model explainability and address data privacy, security, bias, and transparency.
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