CE40/Canonical - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:41Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

WikiSysop: Text replacement - "PureCloud" to "Genesys Cloud"

2020-07-15T12:05:12Z

Text replacement - "PureCloud" to "Genesys Cloud"

Bgrenon: 1 revision imported

2020-03-26T15:34:38Z

1 revision imported

smart_wiki>PLeprieult at 14:32, October 21, 2019

2019-10-21T14:32:54Z

New page

{{SMART Meta
|SolutionCategory=CE
|Solution=Self-Service and Automation
|Title=Genesys Bots with Amazon Lex
|Subtitle=Use Amazon Lex to provide natural language understanding in your IVR
}}
{{SMART Canonical
|PlatformChallenge=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.
|PlatformSolution=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 PureCloud IVR. Your customers can speak naturally, and you can quickly understand their intent and better route the call.
|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
|QualifyingQuestions=# 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?<br /><br />
|DataSheetImage=CE40 - genesys bots with amazon lex - header (2).png
}}
{{SMART Benefits
|CanonicalBenefitID=Improved Customer Experience
|CanonicalBenefit=Reduce frustratingly rigid keyword
prompts and serve customers
faster to improve NPS.
}}
{{SMART Benefits
|CanonicalBenefitID=Reduced Interaction Transfers
|CanonicalBenefit=With effective self-service, fewer
interactions require agent
assistance or transfers.
}}
{{SMART Benefits
|CanonicalBenefitID=Improved First Contact Resolution
|CanonicalBenefit=Provide a viable self-service option
to solve common requests with the
first interaction.
}}

@@ Line 7: / Line 7: @@
 {{SMART Canonical
 |PlatformChallenge=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.
-|PlatformSolution=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 IVR. Your customers can speak naturally, and you can quickly understand their intent and better route the call.
+|PlatformSolution=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.
 |BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
 |QualifyingQuestions=# Do you want to increase automation on voice channels and decrease interactions that need a live agent?

← Older revision	Revision as of 15:34, March 26, 2020
(No difference)