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 

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 

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

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