CE40 - 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 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
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Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
- Do you want to increase automation on voice channels and decrease interactions that need a live agent?
- Do you want to reduce agent handle time and improve first contact resolution?
- Do you have an AI strategy?
Pain Points (Business Context)
Desired State - How to Fix It