At Xperience 2024 — the customer experience (CX) event of the year — Genesys® unveiled multiple innovations to accelerate the impact of AI, empowering organizations to scale end-to-end personalization, elevate employee performance and drive continuous optimization. As a global leader in AI-powered experience orchestration, the company’s expanded capabilities further strengthen the Genesys Cloud™ event data platform, helping organizations deliver more contextual conversations and manage customer journeys fueled by deeper insights, conversational intelligence and analytics.
From navigating AI hype, a difficult economy and declining consumer loyalty, among other challenges, it’s increasingly complex to be a business leader. Genesys is combining the power of generative, conversational and predictive AI across Genesys Cloud to pave the way for organizations to improve customer and employee relationships and unlock business value in the contact center and beyond.
Genesys Cloud innovations will enable organizations to deliver the next era of experiences driven by a stronger AI-human partnership. This comes to life through expanded Genesys Cloud AI capabilities announced today that enhance how businesses interact with customers, boost employee efficiency and effectiveness, and unlock deeper automation and analytics. Additionally, Genesys Cloud now includes native Journey Management, helping organizations to build, monitor and visualize customer interactions and use those insights to maximize the impact of Genesys Cloud AI through improved automation, prediction and conversational intelligence. With new levels of understanding, it’s now easier for organizations to fine-tune customer journeys into more personalized experiences across every touchpoint.
“AI is rapidly accelerating the future of customer engagement into orchestrated, fluid experiences that become true business differentiators,” said Tony Bates, Genesys Chairman and CEO. “With the transformative power of Genesys Cloud, its pervasive AI capabilities and global reach, we believe no one is positioned better than Genesys to usher in the future, today.”
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Genesys Cloud AI Innovations
Customer adoption of Genesys Cloud AI continues to accelerate, with annual recurring revenue (ARR) for AI capabilities reaching approximately $100 million in the fourth quarter of fiscal year 2024i. Today more than 40% of Genesys Cloud customers are using the platform’s AI capabilities. This is highlighted by a more than 4X increase in automatic summaries generated in the first quarter of fiscal year 2025 in comparison to the prior quarter; 5X growth in customer conversations orchestrated by predictive routing in the last 12 months; and one-third of its customers now use speech and text analytic capabilities from Genesys Cloud Workforce Engagement Management.
The latest AI capabilities for Genesys Cloud will continue to propel organizations by helping them harness deeper insights to enhance customer loyalty by improving self- and assisted-service experiences while boosting employee performance and productivity.
- Copilots support employees in real time via large language model-based automated assistants for agents, available now, with supervisors and administrators coming soon.
- Virtual Agents offer next-generation self-service experiences, helping organizations automate more sophisticated customer interactions than what’s previously been possible.
- Empathy Detection delivers industry-leading speech and text analytics to bolster employee engagement and training, making customers feel seen, heard and understood.
- Modern Agent Workspace will host dynamic, new AI-powered experiences, offering agents a configurable desktop to consume context, data and insights more quickly.
Native Genesys Cloud Journey Management
With the availability of Journey Flows and Journey Analyzer, the first phase of Journey Management capabilities embedded in Genesys Cloud are here, giving organizations instant access to powerful customer journey analytics and purpose-built visualizations. Genesys Cloud AI can then use these insights to continually enrich training, knowledge and data, helping organizations optimize their customer journeys.
- Journey Flows helps organizations visualize customer behaviors to better understand their drivers for switching channels, repeating actions and successfully achieving their intended goals.
- Journey Analyzer offers organizations historical and real-time insights into the customer journey, helping them move beyond traditional metrics to analyze churn and self-service rates for improved experiences.
These innovations follow the company’s recent acquisition of Radarr Technologies, which, when integrated with Genesys Cloud, gives organizations access to customer insights and interaction capabilities across public social media channels. Additionally, capabilities from Radarr will add more depth to the Genesys Cloud platform through its models for attitudinal, sentiment and interaction analysis of social media and rich data insights as a critical source of its 360-degree customer view fueling Genesys Cloud AI. In advance of native integration for Genesys Cloud, customers are already accessing capabilities from Radarr through an integration now available on the Genesys AppFoundry® Marketplace.
SOURCE: BusinessWire