CE40 - Titles and Canonical Info

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Important
This information is shared by CE40 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 Bots with Amazon Lex

Use Amazon Lex to provide natural language understanding in your IVR

Customer Engagement

Self-Service and Automation

No draft

Not published


Canonical Information

Platform Challenge and Solution

Platform Challenge: With the adoption of AI-driven voice assistants like Alexa and Siri, consumers expect more conversational interactions — but traditional IVR prompts use logic constrained to a fixed set of responses. If their responsesaren’t recognized, customers will end up frustrated with the experience and longer hold times.

Platform Solution: Give your customers the freedom to speak in their own words. With the Amazon Lex integration, you can easily build a voicebot with natural language understanding (NLU) right in your Genesys Cloud CX IVR. Your customers can speak naturally, and you can quickly understand their intent and better route the call.

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 Customer Experience Reduce frustratingly rigid keyword

prompts and serve customers

faster to improve NPS.
Improved First Contact Resolution Provide a viable self-service option

to solve common requests with the

first interaction.
Reduced Interaction Transfers With effective self-service, fewer

interactions require agent

assistance or transfers.

High Level Flow


Info needed

Data Sheet Image

CE40 - genesys bots with amazon lex - header (2).png

Canonical Sales Content

Personas

  • Head of Contact Center(s)
  • Head of Customer Experience
  • Head of Customer Service


Qualifying Questions

  1. Do you want to increase automation on voice channels and decrease interactions that need a live agent?​
  2. Do you want to reduce agent handle time and improve first contact resolution?​
  3. Do you have an AI strategy?​

Pain Points (Business Context)

Desired State - How to Fix It

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