CE31 - Titles and Canonical Info

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This information is shared by CE31 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Chatbots

Use chatbots to automate customer conversations and seamlessly hand over to a live agent when needed.

Customer Engagement

Self-Service and Automation

No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: Many customer service, sales or support conversations with customers are repetitive — Frustrating both for customers as well as employees. If these conversations can be automated at the point of contact, it would save agents a lot of time and significantly improve customer experience

Platform Solution: Chatbots automate natural conversations across digital channels. Chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback1 during or after hours.

1Callback option is available for Genesys Multicloud CX only.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved Containment Rate Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests
Improved Customer Experience Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
Improved First Contact Resolution Bots identify customers and context, then present choices fitted to expected activity.

High Level Flow

Info needed

Data Sheet Image

SL09 - genesys predictive engagement for sales - header (2).png

Canonical Sales Content


  • Chief Financial Officer
  • Head of Customer Experience
  • Head of Customer Service

Qualifying Questions

1 Do you want to increase NPS while saving on contact center expense?

2 Do you think that some customer issues could be effectively resolved without talking to an agent?

3 Are you having success with automating responses using your teams to analyze the gaps, or could they use some help?

4 How are you measuring the success of automation changes?

Pain Points (Business Context)

  • Increasing interactions on digital channels
  • Low first contact resolution rates
  • Generic customer experience across all customers
  • High online purchase abandonment or lack of assistance
  • Increasing repeat contacts
  • Customer having to queue for a long time for chat agents
  • No seamless customer experience across channels

Desired State - How to Fix It

  • Introduce self-service through chatbot
  • Pass conversation history when handing over to an agent
  • Offer callback outside of business hours
  • Personalized interactions for customers based on natural language understanding
  • Context-aware chatbot to assist purchase process or service requests
  • Better user experience based on customer context

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