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  • 1.  Exploring new use cases with AVA

    Posted 08-14-2026 09:55

    Hi everyone,

    I'd like to hear more about your real experiences with AVA.

    We are starting to see many possible use cases beyond the most common automation scenarios, and I'm especially interested in understanding where AVA is creating real value for customers.

    What use cases are you exploring today?

    Are you using AVA for simple transactions, more complex customer journeys, integration with backend systems, proactive actions, or something different?

    It would be great to hear:

    • What problem you are trying to solve
    • How AVA is being used
    • What results or lessons you have seen
    • What new use cases you think could be interesting next

    Looking forward to learning from the community and discovering new ideas.


    #ConversationalAI(Bots,VirtualAgent,etc.)

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    Ignacio Peredo
    Senior CX Advisory Consultant
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  • 2.  RE: Exploring new use cases with AVA

    Posted 08-17-2026 07:21

    If you're using or exploring AVA, we'd love to hear from you!

    What use cases are you trying, what's working well, and what have you learned along the way? Even if you're just getting started, please jump in and share your experience - it could really help others in the Community too.



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    Tracy
    Genesys
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  • 3.  RE: Exploring new use cases with AVA

    Posted 08-17-2026 23:37

    We are currently working on an AVA use case for the digital channel of an airline. the idea is to support passengers who request special services and need to send some documents.

    AVA helps to understand the request, identify what documents are needed, check the basic information in the documents, and then create a case in Zendesk.

    We are also working on different situations, for example when documents are missing, the validation is not clear, the request is urgent, or the passenger needs help from an agent.



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    Ignacio Peredo
    Senior CX Advisory Consultant
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  • 4.  RE: Exploring new use cases with AVA

    Posted 17 days ago

    Hi Ignacio Peredo!

    Great application of this case.

    I'll be following this forum to see more possibilities for application.

    Thanks for sharing.



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    Juliano Fernandes Mendes Pimentel De Paiva
    Genesys Analyst
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    Original Message


  • 5.  RE: Exploring new use cases with AVA

    Posted 08-26-2026 11:14

    Hi @Ignacio Peredo

    I'm currently prototyping AVA for a customer, focused on voice interactions only at this stage.

    For now, the goal is simply to allow callers to access information from a knowledge base using natural language. I have to admit that I've been pleasantly surprised by the quality of the responses.

    When AVA cannot find an answer in the knowledge base, the call is transferred to an agent. The idea is to automate the handling of simple, repetitive queries while routing only the more complex requests, those that require human expertise and added value, to agents.

    The remaining question is whether the customer will be willing to accept the cost associated with all those tokens... 😅



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    Catherine DUPIRE
    Customer Success Manager
    NXO FRANCE SASU
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  • 6.  RE: Exploring new use cases with AVA

    Posted 19 days ago

    Hi Catherine,

    I am curious how large your KB articles are? We've recently run into an issue when testing AVA where if we have a larger FAQ article that have a large number of q&a information in it, the agent is not always finding the information requested. When we shorten the articles, it does seem to work better.



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    Chris
    Sr Engineer
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    Original Message


  • 7.  RE: Exploring new use cases with AVA

    Posted 18 days ago

    Hi @Ignacio Peredo

    We're currently piloting AVA in the mortgage servicing space and exploring how conversational AI can improve the customer experience compared to traditional IVR menus.

    Problem: Reduce customer effort for common mortgage inquiries.

    How we're using AVA: Customers can speak naturally for tasks such as balance inquiries, payment-related requests, and loan servicing questions, with backend integrations used where appropriate.

    Lessons learned so far: Context and response latency are critical in voice experiences. We're also finding that open-ended conversations feel more natural than rigid menu navigation.

    Since we're still in the pilot phase, it's too early to share results, but we're excited to see how AVA can support more complex customer journeys and complete multi-step tasks in the future.



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    Thanks!
    Ganesh S
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