CE41/Canonical

Important

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

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Titles and Taxonomy

Main Title	Subtitle	Taxonomy	Product Category	Draft	Published	Edit
Genesys Voicebots	Use voicebots to automate customer conversations and seamlessly hand over to an agent if 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: When your customers call in to self-service 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.

Platform Solution: Deliver a great experience and increase your operational efficiency by using the ease of use of a voice bot that leverages natural language processing.

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

Data Sheet Image

Canonical Sales Content

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Personas

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

Qualifying Questions

1. Do you want to increase automation on voice channels and decrease interactions that need a live agent?
2. Do you want to support an omnichannel strategy?
3. Do you want to reduce agent handle time and improve first contact resolution?
4. Do you have an AI strategy?
5. Do you want to more return on investment with AI?

Pain Points (Business Context)

• Agents wasting time, capturing routine information
• Increasing interactions on voice channels
• Low first contact resolution rates
• Increasing repeat contacts
• Customer having to queue for along time to talk to agents
• Frustrating IVR experiences leading to low NPS scores

Desired State - How to Fix It

• Introduce self-service through Voicebots
• Collecting of routine information through natural language understanding (NLU) Voicebots
• Fulfilment of simple and repetitive tasks
• Pass conversation history when handing over to an agent
• Personalised interactions for customers based on NLU
• Better user experience based on customer data