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  • 1.  Contact Centre AI Strategy - What's

    Posted 09-13-2025 06:25

    Hi everyone,

    I am interested to know what others have on their contact centre Genesys AI strategy.

    We have just begun our Genesys AI journey with CoPilot Auto summary and Predictive Wrap Codes and whilst we want to focus our efforts on nailing these features first, it's already sparking some exciting conversations internally.

    What features have you looked into or implemented? 

    Which ones do you believe would deliver the most business value in terms of efficiency, boosting customer satisfaction and agent experience? 

    If you are open to sharing your experiences, insights or even lessons learned I'd be very grateful. 

    Thanks everyone!


    #Roadmap/NewFeatures

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    Deepa Galaiya
    Product Owner, Customer Interactions
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  • 2.  RE: Contact Centre AI Strategy - What's
    Best Answer

    Posted 09-14-2025 11:58

    First is to not look at AI as the end-all of all your contact center issues.  We have found that optimization MAY included AI, but most of the time it means automation of call flows and looking at agent behavior and desktop tools.  Yes, Genesys AI is great and affordable and easy to use, but without outcome goals like reduction or ACW time, ID&V before agent , or higher FCR, you cannot target AI to accomplish these.  Out CX consultants help out clients plan a AI roadmap before deciding on the technology or direction.  Then, you can choose the tools and begin implementation.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Contact Centre AI Strategy - What's

    Posted 09-14-2025 19:19

    Thanks Robert,

    Good call out. We are also finding that there are some hidden costs with implementing AI such as analysis of AI feedback to fine tune accuracy.

    Thinking about goals to address our end-to-end CC issues. Can you suggest any tools that might be a good fit?

    • Reduce wait times and improve service availability (reduce AHT)
    • Reduce customer friction to get through to a skills-based agent for FCR.
    • Improve customer behaviour from IVR number mashing just to get through to an agent that detracts from skills based agent set up.
    • Effective deflections for FAQ type enquiries leaving room for higher value interactions

    Longer term.

    • Omnichannel integration to improve CX - seamless, personalised and efficient.
    • Improve data driven decision making to drive continuous improvement 

    Thanks heaps



    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------

    Original Message


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