Genesys Voicebots (CE41) for PureConnect

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This topic is part of the manual PureConnect Use Cases for version Public of Genesys Use Cases.
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Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed.

What's the challenge?

When your customers call in to self-service or need an agent, they want to get off the phone as soon as possible. Traditional IVRs confuse, frustrate and are simply unfriendly to use. This causes frustration and leads to longer agent interactions.

What's the solution?

Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing.

Story and Business Context

Successful companies strive to provide good experiences for their customers, but doing so becomes challenging and expensive given the multitude of communications channels (voice and digital) that must be offered to interact with customers. It is increasingly expensive to serve customers with live agents and companies need to optimize efficiencies in cases when requests can be fully or partially automated and serve customers faster and more economically. Customer Service costs are sustainable for self-service channels like in-app, web self-service, and virtual assistant but they begin to increase with web chat and exponentially skyrocket with voice. The challenge to customer service leaders is to provide outstanding experiences for customers by utilizing automation and artificial intelligence blended with human interaction where required.


Blending bots technology with voice, self-service and digital applications enables companies to optimize service without incurring costs associated with live customer interactions. Designing customer experiences with voice bots delivers the following:

  • Ability to manage the customer entire journey, automated wherever possible, human touch when needed, for example, chatbots, voicebots, and Altocloud
  • Create personalized bot experiences by sharing context across voice and digital channels and with agents
  • Voicebots in general provide significantly higher benefits than a traditional IVR due to advancements in speech recognition technology and the introduction of Conversational AI which promotes a more natural interaction providing a high-quality customer experience
  • Quickly and easily deploy omnichannel bots with Natural Language Understanding (NLU) and pre-built microapps that leverage industry best practice
  • Move to cloud at your own speed and at low risk with cloud, hybrid, and premise options
  • Inclusion of voicebots powered by Natural Language Understanding from Genesys Dialog Engine, Google DialogFlow and Amazon Lex to provide natural and rich conversational experiences for customers who call Customer Service. Spoken phrases from customers are transcribed to text by Google Cloud Speech to Text which is then interpreted by the chosen NLU application to identify the customer’s intent. For example, book a flight; extract key data for the query such as origin and destination city, date, day, time; and generate an appropriate response and/or further questions to continue the interaction.

Use Case Benefits

Use Case Benefits Explanation
Improved First Contact Resolution Present a customer experience that is tailored to the individual based on who they are, why they might be interacting, and the status of the contact center.
Improved Net Promoter Score Reduce time to serve, which in turn improves Net Promoter Score (NPS). Improve self-service containment rates, handle time, and overall customer experience by enabling routing to the right self-service application by correctly identifying intent.
Reduced IT Operational Costs Reuse of existing assets and the option to use less expensive speech alternatives
Reduced Volume of Interactions Increase self-service interactions results in reduced agent-assisted interactions for repetitive or common requests.

Summary

Genesys supports a “design once, deploy anywhere” concept for AI-driven bots to enable organizations to provide a seamless customer experience across voice and digital channels. This use case focuses on deploying a bot on the voice channel and can automatically be extended to digital channels by adding the Genesys Chatbots with Blended AI Use Case. The voice bot supports and orchestrates the following capabilities:

  • Personalization – to tailor the experience based on context from the current interaction or from previous interactions Natural Language Understanding (NLU) – to derive intents and entities
  • Intent classification utilizes NLU to classify the customer's intent with high accuracy, and connect the customer to the correct self-service process or agent. Also NLU derives entities, which are pieces of relevant information from customer utterances such as: account numbers, amounts, and other parameters that are returned to complete a process corresponding to the intent thus enabling a conversational experience.
  • Identification & Verification (ID&V) – to identify and verify the customer if necessary
  • Directed Dialog – to automate relevant and structured business processes or provide information
  • Involve another NLU/AI platform – if it specializes in a particular topic
  • Hand off to a voice agent – to connect the customer to a live person with the full context of the interaction
  • Offer a callback - if outside of business hours or long wait time then the voicebot offers a callback from the voice channel
  • Offer a voicebot survey depending on business context


Use Case Definition

Business Flow

Business Flow Description

  1. A voice interaction is initiated (reactive or proactive) on the voice channel.
  2. The customer hears a standard welcome message from the voicebot.
  3. Customer information and/or context is retrieved from:
    • Customer profile information stored in PureConnect
    • Genesys User Data
    • API call to third-party data source
  4. The customer hears a personalized message or menu or is handed over to a voice agent. Examples include:
    • Custom voice message or update, such as "Your next order is due to be delivered on Thursday before 12"
    • Most likely contact reason, such as "Do you want to find out about the loan application you have in progress?"
    • Customer is provided personalized menu options.
    • Customer is routed over directly to a voice agent. For example, if they have an overdue payment or a callback is scheduled. If the customer is not handed over to a voice agent, then at this point the customer could end their call, confirm the contact reason, or continue.
  5. Once the customer has moved on from the Personalization stage, the voicebot asks an open-ended question like: “How may I help you?” to determine intent (and entities) and capture the customer's response.
    • The customer speaks to the voicebot in natural language. For example, the customer could say “I missed a bill payment and want to check my balance because I think I'm in arrears”
    • The voicebot listens to the customer and converts the raw spoken utterance into text.
  6. The voicebot then sends the customer's response to the configured NLU engine (for example, Dialog Engine). If intent and entities are returned, the conversation moves to the correct point in the interaction flow, which could be within one of the following subflows:
  7. Identification and Verification (ID&V)
    • Automated business process (such as Payment Collection microapp)
    • Handoff to live voice agent or schedule a callback (see the relevant use case for the channel).
    • If intent and entities are not returned and the organization has Genesys Knowledge Center (GKC) or of third-party Knowledge Base, the system passes the raw textual transcription to be Knowledge Base to look for a result using the Knowledge Base API. If a relevant knowledge article is found, the results are played back to the customer and the customer moves to the next step. If a relevant knowledge article is not found, the voicebot plays a prompt like: "Sorry, I didn’t find any results. Re-phrase or say AGENT for live assistance." If intent and entities are not returned and the customer does not have a Knowledge Base, the voicebot plays a prompt such as: "Sorry, I didn’t understand your question. Please ask me another question or say AGENT for live assistance."
    • Fall back to DTMF is an optional capability that can be quoted by Professional Services separately as it is not included in the scope of this use case.
  8. Upon completion of a task, the voicebot asks a follow-up question like: "Is there anything else I can help you with?"
    • If the customer says something like “yes”, they're brought back to Step 5: "How may I help you?”
    • If the customer says something like “no”, the voicebot decides whether to offer them a survey (see the next step). If the customer responds with a more advanced answer, the NLU Engine determines intent and entities for further processing.
  9. Customer information and/or context is retrieved from the following sources to determine whether to offer a survey which is available within Genesys Intelligent Automation only (steps 8–10):
    • Customer profile information stored in PureConnect
    • Genesys User Data
    • API call to third-party data source
    • logic defined in Intelligent Automation
    • If a survey is to be offered, the voicebot continues to the next step.
    • If no survey is to be offered, the voicebot shows a goodbye message and ends.
  10. The voicebot asks the customer:"Would you like to participate in our survey?"
    • If the customer answers something like "yes", then they continue to the next step and engage in a survey.
    • If the customer answers something like "no", then the customer is shown a goodbye message and the voicebot ends.
  11. Optional: If the survey results meet a certain criteria based on the configured evaluation parameters, a specific action can be taken. For example, if the customer provides a negative response, they can be routed to a live agent.



For more details

For additional details, contact your Genesys Sales Representative by filing out the form or for immediate assistance call us: 1-888-Genesys.


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