Difference between revisions of "EE32/Canonical"

Latest revision as of 10:55, July 16, 2024

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 Agent Copilot	Automatically surface contextually relevant information from a knowledge base during customer conversations.	Employee Engagement	Self-Service and Automation	No draft	GenesysCloud

Canonical Information

Platform Challenge and Solution

Platform Challenge: Agents balance many tasks simultaneously: speaking to customers (sometimes more than one at a time), reviewing data, finding answers, planning what to say and do next, and capturing notes. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before.

To deliver standout customer experiences, agents must have useful data and insights, within the work space that they’re already using, at the moment of need.

Platform Solution: Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces knowledge and guides agents to their next best actions, summarizes interactions, and predicts wrap-up codes.

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	Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
Improved Net Promoter Score	Customer issues are resolved faster and more accurately, which leads to less frustration
Reduced Handle Time	Agents spent less time searching for answers with relevant information delivered automatically.

High Level Flow

Info needed

Data Sheet Image

Canonical Sales Content

Personas

Head of Contact Center(s)
Head of Customer Experience
Head of Customer Service

Qualifying Questions

Pain Points (Business Context)

Desired State - How to Fix It

@@ Line 1: / Line 1: @@
 {{SMART Meta
-|Solution=Workforce Engagement
+|SolutionCategory=EE
-|Title=Genesys Agent Desktop Screen Recording
+|Solution=Self-Service and Automation
-|Subtitle=Record Agent Desktop Screens
+|Title=Genesys Agent Copilot
+|Subtitle=Automatically surface contextually relevant information from a knowledge base during customer conversations.
 }}
 {{SMART Canonical
-|ID=
+|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, Head of Customer Service
-|PlatformChallenge=You need visibility of activity on the agent desktop in order to understand:
+|DataSheetImage=EE31 - genesys agent assist - header.png
+|PlatformChallenge=Agents balance many tasks simultaneously: speaking to customers (sometimes more than one at a time), reviewing data, finding answers, planning what to say and do next, and capturing notes. As consumer preference and increasingly advanced self-service options move “easy” questions out of the contact center, agents are left with complex issues to solve, for customers who have expectations that are higher than ever before.
-*why certain types of calls or other types of media interactions take longer to handle that others
+To deliver standout customer experiences, agents must have useful data and insights, within the work space that they’re already using, at the moment of need.
-*workflow - identify when issues are related to agent problems or to system issues
+|PlatformSolution=Genesys Cloud Agent Copilot empowers contact center agents with AI-driven guidance during and after customer interactions. Genesys Cloud Agent Copilot determines customer intent, automatically surfaces knowledge and guides agents to their next best actions, summarizes interactions, and predicts wrap-up codes.
-*handling of multiple overlapping interactions
-*agent access to unauthorized activity
-|PlatformSolution=Genesys screen recording of agent desktop activity allows you capture the desktop recording at the same time as the recording for all available recorded communication channels. Increase contact center quality, improve efficiency of handling interactions and reduce compliance risks.
-|PainPoints='''This use case will be retired and replaced by WE01 (Quality Assurance and Compliance) in Q2.'''
-*Inability to record agent desktop screens for all available media types
-*High Total Cost of Ownership (TCO) for recording
-*Desire to move away from incumbent recording vendor
-*Current recording solution doesn’t support recording calls as well as digital channels
-*Current recording solution doesn't support screen recording of agent desktop while also recording calls and digital channels
-|DesiredState=*Implement an Interaction Recording solution which is natively integrated with your Customer Experience Platform (single vendor for both)
-*Record 100% of the calls handled by your contact centers with no “lost” calls to increase compliance, decrease risk, and evaluate 100% of calls along with agent desktop screen activity
-*Record all of your available customer digital channels along with agent desktop screen activity
-|HighLevelFlowLucid=
-|BuyerPersonas=Head of Contact Center(s), Head of Customer Experience, IT Administrator
-|QualifyingQuestions=#How valuable would it be if interaction recordings could also allow you to see how agents navigate your systems while they're handling customer conversations?
-#How do you assess why some agents take longer to handle customer interactions than others?<br />
-#Do your contact center agents comment about certain types of issues taking longer to handle due to systems issues?<br />
-#Are there any concerns about agents accessing unauthorized information while handling interactions?<br />
-|DataSheetImage=EE32 - Genesys Agent Desktop Screen Recording (2).png
-}}
-{{SMART DataSheetFlow
-|Flow=Customer makes contact on one of the available interaction channels
-}}
-{{SMART DataSheetFlow
-|Flow=The recording begins and if there is a matching policy, recording is started and retained.
-}}
-{{SMART DataSheetFlow
-|Flow=Agent may pause/resume recording
-}}
-{{SMART DataSheetFlow
-|Flow=Conversation ends and streams are synchronized
-}}
-{{SMART DataSheetFlow
-|Flow=Retained recordings are stored.
-}}
-{{SMART DataSheetFlow
-|Flow=Supervisor is able to search for/locate interaction recording and play the interaction recording along with the screen recording of desktop activity
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Insights and Visibility
+|CanonicalBenefitID=Improved First Contact Resolution
-|CanonicalBenefit=Use recordings of agent desktop activity for visibility of system performance issues and navigation between applications that impact the flow and optimal handling of interactions.
+|CanonicalBenefit=Provides context of the customer's journey and dynamic knowledge suggestions to better address customer issues
 }}
 {{SMART Benefits
-|CanonicalBenefitID=Improved Agent Competency
+|CanonicalBenefitID=Reduced Handle Time
-|CanonicalBenefit=Use recordings of agent desktop activity along with recordings of calls, chat, email and SMS to identify training and coaching opportunities.
+|CanonicalBenefit=Agents spent less time searching for answers with relevant information delivered automatically.
 }}
 {{SMART Benefits
 |CanonicalBenefitID=Improved Net Promoter Score
-|CanonicalBenefit=Use recordings of agent desktop activity to improve efficient and accurate response to customer contacts across all of your communication channels
+|CanonicalBenefit=Customer issues are resolved faster and more accurately, which leads to less frustration
 }}