EE32 - 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 Agent Copilot |
Automatically surface contextually relevant information from a knowledge base during customer conversations. |
Employee Engagement |
Self-Service and Automation |
No draft |
Canonical Information
Platform Challenge and Solution
Platform Challenge: Agents balance many tasks simultaneously: speaking to customers (sometimes more than one at a time), reviewing data, finding answers, planning what to say and do next, and capturing notes. 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.
To deliver standout customer experiences, agents must have useful data and insights, within the work space that they’re already using, at the moment of need.
Platform Solution: Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces knowledge and guides agents to their next best actions, summarizes interactions, and predicts wrap-up codes.
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 | Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues |
| Improved Net Promoter Score | Customer issues are resolved faster and more accurately, which leads to less frustration |
| Reduced Handle Time | Agents spent less time searching for answers with relevant information delivered automatically. |
High Level Flow
Info needed
Data Sheet Image
Canonical Sales Content
Personas
- Head of Contact Center(s)
- Head of Customer Experience
- Head of Customer Service
Qualifying Questions
Pain Points (Business Context)
Desired State - How to Fix It