CE34/Canonical

Important

This information is shared by CE34 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 Messaging for Apple Business Chat	Offer a powerful new way for customers to connect with you directly in Messages	Customer Engagement	Digital	No draft	GenesysCloud GenesysEngage-onpremises	Edit

Canonical Information

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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 Customer Experience	Seamless omnichannel experience using single customer experience platform on preferred channel
Improved Employee Utilization	Reduced calls, self-service options and agents can manage multiple chat conversations simultaneously
Increased Revenue	Increase revenue and reduce customer churn with improved resolution of business outcome.

High Level Flow

High Level Flow Steps

1. Customer is looking for assistance
2. Customer initiates a conversation on desktop or mobile device
3. Chatbot captures context and intent
4. - EITHER: Bot helps customer resolve request THEN Survey 
(Optional)
5. - OR: transferred to agent for assistance THEN Agent resolves request

Canonical Sales Content

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