Genesys Cloud - Main

The most important question in an AI project is not always, "Can we build it?" It is:

 How will we know it delivered value?

Launching AI is an important first step. But the next step is proving that it actually improved the customer experience and delivered meaningful business outcomes. For me, trust in AI is built through data, disciplined measurement, and credible evidence that outcomes have improved.

That means having a clear measurement approach:

• Define the outcomes that matter
• Establish a credible baseline for comparison
• Look at a constellation of KPIs, not just one metric in isolation
• Connect the results back to the customer journey and business goals.

This is especially important for AI capabilities like Virtual Agents, Agent Copilot, predictive routing, or other automation use cases.

A single metric rarely tells the full story.
For example, containment may improve, but what happened to customer effort?
Handle time may decrease, but did quality stay consistent?
Agent productivity may increase, but did the experience feel better for the customer?

I am curious to hear from the Community:
Which KPIs would give you confidence that an AI capability, such as a Virtual Agent or Agent Copilot, is delivering real value?

That is the conversation I am excited to explore during our Education Day session at Genesys Xperience in Las Vegas on September 1:

From Data to Decisions: Using Insights and Journey Management to Optimize CX

 

#EducationDay #Xperience26

#AIConfiguration
#ConversationalAI(Bots,VirtualAgent,etc.)
#CommunityAnnouncements

#Reporting/Analytics

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Reinhard Beck
Genesys Education Consultant
Munich, Germany

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Great discussion, Reinhard! As you said in your post, I think the KPI constellation is a key factor, but most important than the KPI improvement is the business outcome. Most times one customer recommendation for a good service is greater than an FCR.

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Rodrigo Romao
NALA Team Lead - Genesys - Employees
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One observation I have from having worked with many customers as an Adoption Champion over the past 18 months is that most companies don't have all the pieces in place to measure Customer Experience (CX) well.

I was a Certified Customer Experience Professional (CCXP) through CXAP for about six years (finally quit taking the exam as the letters produced no benefit in my roles), so I have more than my fair share of CX theory in my head :-)

CSAT is rare to find, perhaps because end customers are jaded with the whole "You've been selected to take a survey...stay on the line at the end of the call" (primarily because there is no follow-up to those surveys), no regular feedback to employees showcasing good experiences (by name) as well as bad experiences (without names), true personal interaction with customers from  higher level company employees, manyt other aspects of a good CX program. 

Genesys Cloud gives you a bunch of tools, but you still have to incorporate them into an overall CX program rather than just expecting everything to be better because the tools are in use.

@Reinhard Beck I hope I'll be able to drop in on your session!

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George Ganahl, Orchestrator Maestro
Technical Adoption Champion
Genesys
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Original Message:
Sent: 07-29-2026 14:20
From: Rodrigo Soares
Subject: How Do You Know AI Delivered Value?

Great discussion, Reinhard! As you said in your post, I think the KPI constellation is a key factor, but most important than the KPI improvement is the business outcome. Most times one customer recommendation for a good service is greater than an FCR.

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Rodrigo Romao
NALA Team Lead - Genesys - Employees
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As always, excellent reflection, George.

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Rodrigo Romao
NALA Team Lead - Genesys - Employees
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Original Message:
Sent: 07-30-2026 08:37
From: George Ganahl
Subject: How Do You Know AI Delivered Value?

One observation I have from having worked with many customers as an Adoption Champion over the past 18 months is that most companies don't have all the pieces in place to measure Customer Experience (CX) well.

I was a Certified Customer Experience Professional (CCXP) through CXAP for about six years (finally quit taking the exam as the letters produced no benefit in my roles), so I have more than my fair share of CX theory in my head :-)

CSAT is rare to find, perhaps because end customers are jaded with the whole "You've been selected to take a survey...stay on the line at the end of the call" (primarily because there is no follow-up to those surveys), no regular feedback to employees showcasing good experiences (by name) as well as bad experiences (without names), true personal interaction with customers from  higher level company employees, manyt other aspects of a good CX program. 

Genesys Cloud gives you a bunch of tools, but you still have to incorporate them into an overall CX program rather than just expecting everything to be better because the tools are in use.

@Reinhard Beck I hope I'll be able to drop in on your session!

------------------------------
George Ganahl, Orchestrator Maestro
Technical Adoption Champion
Genesys
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Original Message:
Sent: 07-29-2026 14:20
From: Rodrigo Soares
Subject: How Do You Know AI Delivered Value?

Great discussion, Reinhard! As you said in your post, I think the KPI constellation is a key factor, but most important than the KPI improvement is the business outcome. Most times one customer recommendation for a good service is greater than an FCR.

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Rodrigo Romao
NALA Team Lead - Genesys - Employees
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If we believe that the true value of AI in the contact center lies not merely in cost reduction, but in elevating the human experience, how can we objectively and scalably measure the emotional and relational impact that a Virtual Agent or Agent Copilot has on long-term customer loyalty, considering that traditional metrics like CSAT and CES capture only a reactive snapshot, while trust and emotional connection are built over successive interactions, often imperceptible to conventional analytical models?

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Camila Meneghini
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Really good question, Camila. I agree that CSAT and CES capture only part of the story. As usually individual KPIs do. To measure emotional and relational impact, we need to look at patterns over time: repeat contacts, escalation, sentiment trends, retention, channel abandonment, and continued use of self-service.

The key is connecting these signals across the customer journey and comparing them against a clear baseline.

There may not be one perfect KPI for trust, but a combination of behavioral, operational, and qualitative indicators can show whether AI is reducing friction and strengthening the customer relationship.

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Rodrigo Romao
NALA Team Lead - Genesys - Employees
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Original Message:
Sent: 08-03-2026 09:50
From: Camila Meneghini
Subject: How Do You Know AI Delivered Value?

If we believe that the true value of AI in the contact center lies not merely in cost reduction, but in elevating the human experience, how can we objectively and scalably measure the emotional and relational impact that a Virtual Agent or Agent Copilot has on long-term customer loyalty, considering that traditional metrics like CSAT and CES capture only a reactive snapshot, while trust and emotional connection are built over successive interactions, often imperceptible to conventional analytical models?

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Camila Meneghini
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