Genesys Cloud - Main

Hi everyone,

I have been thinking about how many platforms are evolving from traditional dashboards to conversational insight assistants.

Genesys Cloud Copilot already seems to be moving in this direction, especially with the concept of specialized AI agents that can support administrators, supervisors, and operations leaders through natural language.

My question is:

Do you think Genesys Cloud Copilot could evolve into a broader cross-platform insights assistant across different areas of Genesys Cloud?

One use case that I believe would bring a lot of value is Speech and Text Analytics combined with Quality Management.

For example, instead of only navigating through different dashboards and reports, supervisors or admins could ask questions such as:

- What were the main drivers of negative sentiment this week?
- Which topics increased the most across my queues?
- Which quality criteria are failing more often based on AI Scoring?
- What are the biggest coaching opportunities by team?
- Are there gaps between manual evaluations and AI-generated scoring?
- Which customer pain points are impacting AHT, resolution, or sentiment?

This could help transform Genesys Cloud Copilot into a more proactive insights layer, connecting data from Speech Analytics, Quality, Performance, WFM, Routing, Virtual Agents, and other areas.

I know there are already strong capabilities in areas like Virtual Supervisor, AI Scoring, Speech and Text Analytics, and Virtual Agent analytics. My thought is more about bringing these insights together into a unified conversational experience.

Would this be useful for your operations as well?
Do you think this would be a good idea to submit to the Ideas Portal?

#AICopilot(Agent,Supervisor,Admin)

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Mateus Nunes
CX Manager at Solve4ME
mateus.nunes@solve4me.com.br
Brazil
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Hi Mateus,

I think this would be a fantastic enhancement.

One of the biggest challenges today is not necessarily accessing the data, but connecting insights across multiple areas of the platform. We often find ourselves moving between Speech and Text Analytics, Quality Management, Performance views, WFM, and other reporting areas to understand the full story behind a trend or issue.

A conversational assistant that could correlate information across these capabilities and provide actionable insights would help shift the focus from finding data to acting on it.

I could also see value in the assistant proactively surfacing observations and recommendations, rather than only responding to questions. For example, highlighting emerging customer pain points, coaching opportunities, changes in sentiment, or significant differences between AI and manual evaluations.

I think this would be a great idea to submit to the Ideas Portal and would be interested to see how others would use it within their organizations.

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Phaneendra
Technical Solutions Consultant
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Hi Mateus,

I'd say watch out for Anomaly Detection and the evolution that follows. This has the potential to pick out some of the items on your list but certainly not every scenario is covered, at least not day one.

Potentially one of the biggest challenges could be adoption. Staff that spend a lot of time collating data may feel concerned that AI is taking their job where in reality it should enable amore tactical and strategic decision making.

For an idea as I'm sure you know the requirement may be too broad but worth looking at Unified GenAI-Powered Insight Dashboard. https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2692

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Richard Chandler
Connect
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