Genesys Cloud - Main

Artificial intelligence has opened new and previously unimaginable opportunities for continuous innovation in the customer experience.

In preparation for Genesys' upcoming report on CX in the Age of AI, we want to challenge you to think differently about how data and automation can add empathy and relevance to the customer experience.

Join the conversation below and tell us: 💬

How do you anticipate your organization will adopt AI into your customer experience?
How will this impact your organization in 5 years?

You can earn 100 GCAP points for joining this discussion. Make sure you complete the Adopting AI challenge in GCAP to earn your points!

#Unsure/Other

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Kathryn Verdoni
Genesys - Employees
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This will help our company stay innovative and increase financial.

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Robert Gacula
American Specialty Health
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We are hoping for the same!

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Trevor Gibson
Excelsior College
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Original Message:
Sent: 08-22-2024 12:16
From: Robert Gacula
Subject: How is your organization adopting AI?

This will help our company stay innovative and increase financial.

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Robert Gacula
American Specialty Health
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We'll increase customer loyalty and lifetime value

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Suryavesh Sahani
Enbridge Gas Inc.
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AI will allow us to better serve our customers, leading to stronger relationships and higher lifetime value. By automating routine tasks, we will not only cut down on operational expenses but also improve the quality of our customer interactions. This efficiency and improved service are expected to contribute directly to our bottom line, boosting profitability.

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Matt Calton
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AI will play a critical role in providing new innovative ways for our customers to do business with our organization.  This will be accomplished by augmenting agent capabilities, enabling automated customer experiences, and providing the data analysis needed to create a proactive customer support strategy.

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Kris Charles
Owens Corning Sales, LLC.
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We see AI as key to expanding our self-service options and improving customer experiences. While we're still exploring how to best implement this with your tools, we believe it will set us up for market leadership in the next five years.

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James Rowberry
Northwestel, Inc.
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Hi,

Our organization has already adopted AI into our Contact Center Services. We've initialized canned response and Agent Assist mostly based on AI. In addition to that we have 3rd party integration to get the best efficiency out of our Agents, and minimum Customer Resolution time so far.

In the next 5 years, we plan to include more AI & ML features & functionalities so much so it helps us to be more efficient. However, we will not completely rely on AI.

Thanks

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Ashiesh Sharma
BT plc
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This will help our company to stay innovative

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Kathiravan Srinivasan
Hewlett-Packard Enterprise
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We will have a virtual agent with a human in the loop to increase quality and efficiency 

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Richard Tucker
Ovo Energy Ltd
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AI will play a crucial role in offering innovative methods for our customers to engage with our organization. This will be achieved by enhancing agent capabilities, enabling automated customer experiences, and providing the data analysis necessary to develop a proactive customer support strategy.

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Eajay Mogol
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AI is all-pervasive. Infused into every aspect of any business, it can transform the business model and the processes that define it, the applications that deliver it, and the infrastructure that supports it. 

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Setu Shah
Tech Mahindra (Americas) Inc.
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We are planning to expand our self service options, introduce a chatbot to improve the customer experience.

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Heena Patel
SAGE GLOBAL SERVICES LIMITED
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By integrating voice bots and looking at the potential of chat bots to displace commonly asked quasitons

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Adrian Bradshaw
Auto Trader Limited
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We're preparing for a shift towards more automation allowing for increased efficiencies with more service offerings. Example being extended hours of operation without an as significant labor add.

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Patience Thomas
CLEAResult Consulting Inc.
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We will integrate voice- and chatbots for 24/7 customer service. FAQs in first step, later end-to-end-processes. If the forcast is right, then we are heading to an bot-economy, where customer voicebots will do calls for them and drastically inrease the call volume. And its hard to find good employees these days in Germany. AI will help us to master both challenges.

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Christoph Domaschke
CRONBANK AG
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In the next 5 years, implementing AI in our Contact Center will enhance operational efficiency, optimize customer experience through faster and more personalized responses, reduce operational costs, and establish us as a leader in innovation in our industry, clearly setting us apart from the competition

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German Orjuel
Grupo Recordar
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Original Message:
Sent: 08-26-2024 02:16
From: Christoph Domaschke
Subject: How is your organization adopting AI?

We will integrate voice- and chatbots for 24/7 customer service. FAQs in first step, later end-to-end-processes. If the forcast is right, then we are heading to an bot-economy, where customer voicebots will do calls for them and drastically inrease the call volume. And its hard to find good employees these days in Germany. AI will help us to master both challenges.

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Christoph Domaschke
CRONBANK AG
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We are excited to see how we can leverage AI to outperform our competitors.

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Kris Wolf
Rightworks
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By using self service and bots to answer complex questions.

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Gupta Kg
PepsiCo Inc.
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AI will help us to better serve our customers. Allow our customers to do more self-service and resolve things quickly. 

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Melissa Bartnik
SC Data Center, Inc.
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We hope that AI will help provide better CX, shorter call times, shorter wait times, automated problem solving - resulting in happier customers and agents

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Tim Speakman
Auto Trader Limited
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This is one of the main reason's we switched to Genesys from NICE.  The direct of AI with Genesys will take us from transactional based to customer based.

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Aaron Becraft
Travelpass Group, Inc
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not fully there yet, still working on migration to cloud...  

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Senih Demren
Insurance Corporation of British Co
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We're hoping to better serve our members one interaction at a time while helping our team focus on bigger issues. 

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Stacey Sanchez
PACU- Workforce Operations MGR
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AI is the future and a change of thinking on everything we do now on call centers.

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Fernando Rivera
Becton Dickinson and Company
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How do you anticipate your organization will adopt AI into your customer experience?

we are currently looking into AI options that Genesys is working with (Co-Pilot, Predictive Routing, Journey Management) we believe this will gleam insights into the customer's journey through our different channels. We also hope to simplify the agents experience to allow for a better customer experience.

How will this impact your organization in 5 years?

I believe this will allow us to see at a high level the areas of opportunities that are missing in the over customer journey and to have data driven actions in finding those use4d cases that support the change.

We'll increase customer loyalty and lifetime value

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Ziyaad Suliman
ElectroMechanica
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My organization is very positive about AI and its capabilities. It will open possibilities to entertain and fulfill customer requirements in next 5 years.

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Parvez Alam
Cardinal Health 5, LLC
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How do you anticipate your organization will adopt AI into your customer experience?

We are looking to build a multitude of tools to use for both ourselves but also our customers and their specific needs. AI let's us have more freedom when it comes to interpret callers intent and with that we can get really creative with call routing, keyword matching as well as agent assistance. 

How will this impact your organization in 5 years?

We're very excited to roll out these features more and more to modernize the space for ourselves as well as the market. We like to innovate and 5 years is a long time in this space. It's going to be very hard to determine where we'll be in 5 years because it's moving so fast. I suspect we will have established what AI is capable of as well as most regulations will be in place to handle the new work ways that AI brings. From there we will be more comfortable in what we can offer and I know there are still very cool and great things to come.

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Esteban Gonzalez
Advania Sverige AB
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It will allow us to meet seasonality demands without needing the lead time to hire, train and deploy new staff. 

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Nazlene Hamid
One Contact Inc.
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Love this conversation! This is a great segue to those of you who have used Genesys software to create bots or automations and even AI to create one of a kind experiences. If you submit your story in the Big, Bad Bot Bash, you could win an awesome prize! 

We want to hear how you leverage Genesys in your own unique ways to make work life easier. Tell us about it! 

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Nicole Milliken
Genesys - Employees
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From gathering the data, analyzing the customer journey and determining the possible point to introduce the AI, it is a great and satisfying process. 

Taking the advantages of efficiency and all-time availability, we can automate lots of process, think out of box and refine the current CX. 

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Siew Kian Ng
Hilti Corporation
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