Workforce Engagement Management

Hey all! 

To celebrate the wrap-up of #WEMAY, we wanted to ask you this question: 

If you could design an AI-powered assistant to help you with any one task in a contact center, what would it do - and what would you name it?

Answering this has an extra fun reward: If you play in the WEMAY themed Trivia Tower, your post will earn three extra points to your total trivia score! You have until Friday, June 6th to get your answers in, so hurry and participate! The winner will win their item of choice from the exclusive Prize Wall. 

You've got nothing to lose, but all to gain! Get in there an have some fun! 

GOOD LUCK!

#Other/Not Sure

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Nicole Milliken
Senior Online Community Video Specialist
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Hey everyone, 

I would call the AI-powered assistant GenIA, also, the rhyme would be very striking and it could be feminine, hehehehehe

#Other/Not Sure

#Trivia

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Cesar Padilla
INDRA COLOMBIA
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My AI powered assistant would be able to predict when people needed a cuppa.

It would be called BOB - Bring Our Beverages.

Just a thought :~}

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Dave T
RCN
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Hi Everyone!

I would call my AI Fetch and he would get us all coffee...

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Isabelle Bourgie
Work Force Management, Senior Consultant
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I'd probably name it Franklin and it would analyze all the requests for my assistance to prioritize which ones are the most important for me to spend my time on, and give me that prioritized schedule...automatically blocking my calendar.

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Gcp Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
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I would have it proactively post for Overtime in real time and and name him Raul Tiempo.  

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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My brain briefly read "Overwatch" instead of Overtime :-)

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 06-05-2025 12:12
From: Gina Palmer
Subject: If you had an AI Assistant...

I would have it proactively post for Overtime in real time and and name him Raul Tiempo.  

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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My AI powered assistant would be called "Holdinator 3000" and it would tell dad jokes to callers waiting on hold :D

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Avinash Basutkar
Senior Technology Analyst
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Simon Mckenzie
Genesys Cloud Technical Consultant
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I would create an Ai that can analyze best time and channel to outreach to customers to produce highest level of success. It could factor in location, previous contacts/channels communicated, similar contacts successful times, etc. It would also allow the agents to manually suggest these times as well and get their feedback when the model suggests a time and if they were able to get a successful connection. Little stuck on the name.... Outreach Detective?

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Sean Dunphy
Director
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If I could design an AI-powered assistant for the contact center, it would be a real-time whisperer for agents-discreetly nudging them during calls like, "Hey champ, maybe don't talk over the lady asking about her bill for the third time." It would prompt empathy, coach tone, and gently suggest maybe now's the time for that recap you keep forgetting.

I'd name it "Coach Carter, But Make It Customer Service." Or just "Murmur"-because it's always in your ear, but never yells. Just a helpful little ghost reminding you that you do know how to be charming.

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Amy Sessions
Division Manager, Utility Customer Service
City of Clearwater
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I like the idea of an AI assistant will sense stress and deliver a beverage or can extinguish a dumpster fire for me. We'll call him Fireman Bart (short for bartender). 

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Stacey Sanchez
PACU- Workforce Operations MGR
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Hello all

I would call the AI-powered assistant TestingIA and would help me to automatically adapt the tests to be performed and the documentation resulting from these.

Regards

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Soraya Granda Segovia
m
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AWESOME ideas!!! I am reading: Coffee, stay calm, making life easier and I love the idea of hold music playing Dad jokes 👍👍👍

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Tracy
Genesys
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