CE41/Canonical

Important

This information is shared by CE41 use cases across all offerings.

Administration Dashboard

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Voice Bots	To be completed	Customer Engagement	Self-Service and Automation	No draft	GenesysCloud GenesysEngage-onpremises PureConnect	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 Containment Rate	Increase self-service interactions to reduce agent-assisted interactions for repetitive or common requests
Improved Customer Experience	Reduce the time required to address the customer request, handle off-hour requests, offer immediate options, and improve outcomes
Improved First Contact Resolution	Bots identify customers and context, then present choices fitted to expected activity.

High Level Flow

High Level Flow Steps

1. A customer initiates a call
2. The customer intent is captured
3. The customer responds using natural language
4. Genesys conducts intent determination through natural language processing to see whether agent assistance or self service is required
5. Depending on the outcome, the customer is either connected with an agent or is directed to self service
6. If directed to an Agent, the agent helps the customer resolve the issue

Canonical Sales Content

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