Genesys Cloud - Main

Hello, @Victor Soares

In my experience, the main AI capabilities I'm currently working with in Genesys are Agent Copilot and bots.

For Agent Copilot, one of the biggest challenges is not just enabling the feature, but first building a solid foundation behind it. A good Knowledge Base is essential, with well-structured articles, clear content, and good intent mapping. If the knowledge and intents are not properly designed, Copilot may not provide the best recommendations to agents. So, a big part of the work is organizing, tuning, and continuously improving the Knowledge Base and intents to make the assistance more accurate and useful.

For bots, I see a lot of value in journey design. It is important to understand the customer's real path and decide when the bot should answer with FAQ functionality, when it should guide the customer through a flow, and when it should transfer to an agent. Implementing FAQ features can help reduce simple and repetitive contacts, but the experience needs to be well designed so the customer does not feel stuck in the bot.

Going forward, I would like to see more native reports for Agent Copilot. Today, reporting is very important to show customers the real value of the solution, identify improvement opportunities, and make their lives easier when analyzing results. Having more built-in reports would help teams track performance, understand usage, and continuously improve the Copilot experience without depending so much on custom reports.