CE31 - Titles and Canonical Info
Contents
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 chat 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 to customers and to employees. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction.
Platform Solution: Blended AI chatbots automate natural language conversations, even across channels. Genesys blended 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 Engage 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 First Contact Resolution | Bots identify customers and context, then present choices fitted to expected activity. |
| Improved Net Promoter Score | Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes |
| Reduced Volume of Interactions | Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests |
High Level Flow
Info needed
Data Sheet Image
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Canonical Sales Content
Personas
- 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