EE24 - Titles and Canonical Info

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Important
This information is shared by EE24 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 Text and Speech Analytics for Customer Service

Mine call recordings for insights to improve agent and customer experiences

Employee Engagement

Workforce Engagement

No draft


Canonical Information

Platform Challenge and Solution

Platform Challenge: Most customer requests and issues follow consistent patterns, but you still need people to make sense of their language to respond. Teams can still miss emerging changes in customer requests until they become bigger issues. Finally, how can you identify better issue handling to adopt for training?

Platform Solution: AI transcription of voice, combined with text interactions in all channels, identifies keywords and phrases along with customer context to improve responses. Detect changes in the occurrence of words and phrases over time and across interactions to unlock valuable insights into call outcomes.

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 Identify and understand what makes a great experience for each type of contact.
Increased Revenue Improve attribution, including online to offline engagement, through call analysis.
Reduced Customer Churn Identify new issues as they emerge from the noise with frequency and new terms monitoring.

High Level Flow

High Level Flow Steps

  1. Focus areas and campaigns are identified
  2. A list of topics, phrases and words is created
  3. Calls are classified based on their sales outcome
  4. Agent performance is classified
  5. Focused training is provided bases on performance
  6. Sales outcomes are in turn improved

Data Sheet Image

CE09 - genesys ivr personalization - header (2).png

Canonical Sales Content

Personas

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


Qualifying Questions

1 How are you identifying patterns of requests and issues on your current channels?


2 Do you think your teams are finding new or changing customer issues fast enough to respond proactively (before they snowball)?


3 How do you find the best practices that your teams are naturally developing so they can be shared or used for training?

Pain Points (Business Context)

  • Poor, disappointing or ineffective customer service or customer service experiences
  • Inability to distinguish between performance of agents and effectiveness of Customer Service strategies
  • Reliance on anecdotal feedback about Customer Service effectiveness
  • Contention/ disagreement/ conflicting opinions on what is or is not effective either in terms of CX or Customer Service strategies or agent behavior
  • Wide variation in agent performance or effectiveness

Desired State - How to Fix It

  • Improved service performance
  • A/B testing of Customer Service strategies and agent behavior used to determine most effective approaches
  • Rapid iteration of customer engagement strategies to be more effective
  • Objective quantification of benefits in using Interaction Analytics for service improvement


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