Genesys Cloud - Main

Hello - Genesys UX Researcher here :) I could use some help! How does your organization measure the experience of its customers when they contact you? We want to know about this whether it's with human agents, chatbots, or AI Assistants (e.g. Virtual Agents, Agentic Virtual Agents). We'll appreciate any discussion on this topic and may conduct an additional study in the near future. Please take 2 minutes to share your perspective - there are no right or wrong answers! If you don't feel like adding comments in this discussion thread, you can email me directly: Heather.Roth@genesys.com. 

My Questions

1. Today, how does your organization determine if a customer is having a "good" or "poor" experience while they're interacting with an Agent?
2. If your customers were to communicate with an AI Assistant when contacting your brand/organization, what, if anything, might change about what or how you're measuring? Does anything become more or less important? Etc.
3. What metrics, if any, would be critical for your organization to collect if end customer interactions were with Intelligent AI Assistants and not a person? What about specific behavioral (what end customers do/say) and attitudinal (what end customers think or feel) measures? 
4. If you're interested to tell us more or participate in future research studies on this topic or similar topics, please provide your email so we can contact you.

PS: Genesys customers are the best 

#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#ConversationalAI(Bots,VirtualAgent,etc.)
#Reporting/Analytics
#Unsure/Other

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Heather Roth
Staff User Experience Researcher
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I agree, Genesys customers are the best.  I hope the community can answer these questions for you :D

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Heather,

I wouldn't be able to provide specifics, however, in my experience - 

1. Organisations use CSAT, post-call surveys to collect customer feedback, along-with running Interaction Analytics to gauge good/poor customer experience.
2. This is new to us but 'Bot containment rate' or 'Journey completion rate' are  helpful so far. 
3. It's a little soon mention any one metrics, but again post-interaction surveys, interaction-abandonment rate etc are important metrics we look at

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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Hi Ashiesh - thanks so much for your input! This is helpful. I know the measurement with AI Assistants is still so "new," and that's why this topic is so interesting. What will change and what won't change? Really appreciate your input here. 

-H

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Heather Roth
Staff User Experience Researcher
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Original Message:
Sent: 12-10-2025 10:25
From: Ashiesh Sharma
Subject: AI + End Customer = A Brave New World of Interactions --- let's talk measurement!

Hi Heather,

I wouldn't be able to provide specifics, however, in my experience - 

1. Organisations use CSAT, post-call surveys to collect customer feedback, along-with running Interaction Analytics to gauge good/poor customer experience.
2. This is new to us but 'Bot containment rate' or 'Journey completion rate' are  helpful so far. 
3. It's a little soon mention any one metrics, but again post-interaction surveys, interaction-abandonment rate etc are important metrics we look at

Ultimately, whether it's a human or an AI assistant, the goal is the same: reduce effort, resolve quickly, & leave the customer feeling satisfied with our services. ;)

thanks

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Ashiesh Sharma
GCX- GCP, ARC, SCR, QM
BT plc
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