https://all.docs.genesys.com/index.php?action=history&feed=atom&title=CE42%2FCanonical 2026-04-10T04:48:48Z Revision history for this page on the wiki MediaWiki 1.31.1 https://all.docs.genesys.com/index.php?title=CE42/Canonical&diff=36673&oldid=prev 2020-03-26T15:34:41Z

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Bgrenon https://all.docs.genesys.com/index.php?title=CE42/Canonical&diff=36672&oldid=prev 2018-11-07T21:00:36Z

<p></p> <p><b>New page</b></p><div>{{SMART Meta<br /> |SolutionCategory=CE<br /> |Solution=Self-Service and Automation<br /> |Title=Genesys Voice Bots with Google Contact Center AI<br /> |Subtitle=Use natural language to determine customer needs and orchestrate routing to agent when required<br /> }}<br /> {{SMART Canonical<br /> |PlatformChallenge=&lt;span&gt;When your customers call in to service themselves 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.&lt;/span&gt;<br /> |PlatformSolution=&lt;span&gt;Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing and the power of predictive routing to orchestrate customer journeys.&lt;/span&gt;<br /> |HighLevelFlowLucid=https://www.lucidchart.com/documents/edit/0bb025b1-455f-4637-80ff-a77fa65c27f1/0<br /> |BuyerPersonas=Head of Business Units, Head of Customer Experience, Head of Customer Service<br /> |QualifyingQuestions=# &lt;span&gt;Do you have high volumes of calls to your contact center that you would like to automate or allow customers to self-serve?&lt;/span&gt;<br /> # &lt;span&gt;Are you or your customers frustrated by the capabilities of existing IVR or speech recognition systems?&lt;/span&gt;<br /> # &lt;span&gt;Are you planning to invest in conversational capabilities for other channels or devices, e.g. chat, messaging, Google Home?&lt;/span&gt;<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer initiates a call<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Google captures customer intent using open questions<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Customer responds using natural language<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Genesys and Google orchestrate intent determination through natural language processing and decides if agent assistance is required<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Genesys predictive routing identifies the best agent<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Agent resolves the customer's issue<br /> }}<br /> {{SMART DataSheetFlow<br /> |Flow=Self-service resolves the customer's needs<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved Customer Experience<br /> |CanonicalBenefit=Easier voice experience and better agent selection leads to happier customers<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Reduced Handle Time<br /> |CanonicalBenefit=Routing calls to the best available agent for each interaction results in shorter handle times<br /> }}<br /> {{SMART Benefits<br /> |CanonicalBenefitID=Improved First Contact Resolution<br /> |CanonicalBenefit=Getting properly qualified calls to the best available agent resolves more issues the first time<br /> }}</div>

smart_wiki>Cboring