CE31/Canonical

Important

This information is shared by CE31 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

• Administration Dashboard

Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Chatbots	Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed.	Customer Engagement	Self-Service and Automation	No draft	GenesysCloud GenesysEngage-onpremises PureConnect	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Many support conversations with customers are repetitive — frustrating both to customers and to support personnel. If you could insert better automation, many conversations may well be taken care of in the entry process, saving time while also increasing customer satisfaction.

Platform Solution: Blended AI chatbots automate natural language conversations, even across channels. Genesys blended chatbots look up customer information and activity to answer questions. They can hand over conversations with context to an agent when needed, or even offer a callback¹ during or after hours.

¹Callback option is available for PureEngage only.

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	Bots identify customers and context, then present choices fitted to expected activity.
Improved Net Promoter Score	Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
Reduced Volume of Interactions	Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests

High Level Flow

Info needed

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1 Do you want to increase NPS while saving on contact center expense?

2 Do you think that some customer issues could be effectively resolved without talking to an agent?

3 Are you having success with automating responses using your teams to analyze the gaps, or could they use some help?

4 How are you measuring the success of automation changes?