At Xperience 2024, Genesys announced the integration of native journey management capabilities within its Genesys Cloud platform. This enhancement, designed to work seamlessly with Genesys Cloud AI, aims to continuously optimize every customer interaction by providing organizations with powerful tools to build, monitor, and visualize customer journeys.
“In today’s complex business environment, organizations need to strike the right balance between using AI and automation to drive efficiency while keeping their customers and employees engaged. The revolutionary power of generative, conversational and predictive AI throughout the Genesys Cloud platform helps organizations accelerate key business outcomes by tapping into trusted tools that allow them to interact with their customers and employees in new ways,” said Olivier Jouve, Chief Product Officer at Genesys.
Transformative AI-powered journey management
With the introduction of Genesys Cloud Journey Management, businesses can gain deeper insights into customer behaviors as they shop, buy, and seek service. These insights can then be used to enhance automation, prediction, and conversational intelligence. This new capability allows organizations to better orchestrate customer journeys, providing personalized end-to-end experiences.
Today's consumers have high expectations and are quick to leave after a poor experience. Traditionally, contact centers have relied on metrics like average handle time and first-contact resolution to gauge customer experience. While useful, these metrics offer only a partial view of the customer journey.
“Our native journey management capabilities further deepen the AI-powered experience orchestration engine of Genesys Cloud. With this release, every organization can now harness deeper insights about their customers’ journeys, giving them new levels of visibility and control to continually deliver the personalized, end-to-end experiences that drive business growth,” said Olivier Jouve, Chief Product Officer at Genesys.
New tools for customer journey visualization
Genesys Cloud now includes Journey Flows and Journey Analyzer, tools that provide instant access to customer journey visualizations and analytics without requiring extra configuration. These tools enable businesses to pinpoint where customers switch channels, repeat actions, or achieve their goals, offering a unified view of customer and employee data processing. By connecting events such as follow-up calls after digital interactions, organizations can identify and address issues more effectively.
In addition, the synergy between Genesys Cloud Journey Management and Genesys Cloud AI is crucial for delivering AI-powered experience orchestration. Journey management relies on data generated by Genesys Cloud AI to visualize and analyze customer behavior. These insights, in turn, help improve AI training, knowledge, and data, enhancing self-service and virtual agent interactions, conversational AI models, and predictive capabilities.
Superior customer and employee experiences with new offerings
Genesys also unveiled new AI capabilities to revolutionize customer and employee experiences. With tools like Agent Copilot, Virtual Agent, Empathy Detection, and Modern Agent Workspace, Genesys allows organizations to elevate service quality through a strong AI-human partnership.
Agent Copilot, available now, uses LLMs to provide real-time support to contact center agents, helping them manage multiple tasks and deliver personalized service. It listens to conversations, creates customized scripts, and surfaces relevant information to agents, improving average handle time, interaction wrap-up time, and customer satisfaction.
The next-generation Virtual Agents extend the capabilities of traditional bots, enabling more complex and natural customer interactions. These agents improve information gathering, automate wrap-up tasks, and create workflows based on top agent interactions. Expected to be generally available in the third quarter, Virtual Agents will help organizations scale personalized self-service experiences.
Empathy Detection, now available, uses advanced speech and text analytics to evaluate empathy across interactions, going beyond traditional sentiment analysis. This tool helps agents understand the emotional impact of their responses, enabling more effective customer engagements. Organizations can use Empathy Detection to create customized training and coaching plans, fostering emotional intelligence and stronger customer relationships.
Improved productivity
The forthcoming Modern Agent Workspace offers a customizable desktop environment that adapts to new AI-driven features. This workspace allows agents to quickly access relevant data and insights, improving efficiency and productivity. Expected in the fourth quarter, this feature will provide a consistent user experience across the contact center workforce.
By integrating advanced journey management and AI technologies, Genesys enables organizations to understand and enhance customer interactions more effectively. These innovations not only improve customer satisfaction but also boost employee performance, making them invaluable tools for any forward-thinking organization.
Elsewhere, ServiceNow and Genesys have revealed a strategic alliance focused on transforming business experiences through AI.
