CE47 - 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 Virtual Agent |
Customer Engagement |
Digital |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Contact centers are growing volume at a rapid pace. Hiring Agents to balance that volume is expensive and not quick enough. Contact Centers are looking to provide Agent like experiences to consumers quickly and efficiently. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before. This can lead to increased interaction transfers. Virtual Agents are here to help! Using the power of Generative AI and Large Language Models (LLMs). They can mimic a more natural conversation, like an agent, and can work though complex issues that might arise.
Platform Solution: Virtual Agent allows our customers to autonomously begin, and complete conversations in real time. The VA will use LLMs to understand what the customer wants to accomplish, walk them through a task following a business process, or surface the appropriate knowledge articles to get the job done. Virtual Agents can be deployed onto both voice and digital channels, all built in a no-code editor within Genesys Architect. Virtual Agents can be trained from existing customer transcripts through the Intent Miner tool to get started more quickly. After a VA completes a conversation, it will use Generative AI to perform the same after call work activities like writing a summary, tagging a wrap code, and providing next steps. AI-led self-service empowers companies to scale their customer interactions while improving the experience. This in turn improves first contact resolution rates and reduces transfers.
Platform Benefits
The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business: No results
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
Qualifying Questions
Pain Points (Business Context)
Desired State - How to Fix It