Beyond is excited to announce two new eLearning courses:

Genesys Cloud: AI Solutions for Customer Self-Service

The Genesys Cloud: AI Solutions for Customer Self-Service course covers the Artificial Intelligence (AI)-powered tools and technologies in self-service solutions that help customers interact with your organization across various channels. You will also learn about the benefits of these AI features and how their adoption will help you grow your business. This course covers the following objectives:

• Identify the AI features Genesys offers for customer self-service interactions and their impact on your business. 

• Describe how Genesys knowledge services AI helps customers resolve their queries with self-service solutions. 

• Explain how AI-dialog engine bot flows help enhance customer self-service through calls, chats, and message flows. 

• Describe how digital bot flows enhance the customer self-service experience through message flows. 

• Explain how Virtual Agent enhances both your voice and digital bot flows with conversational and generative AI capabilities. 

Genesys Cloud: AI Solutions for Customer Engagement

The Genesys Cloud: AI Solutions for Customer Engagement course provides an in-depth overview of the various Artificial Intelligence (AI) features of Genesys Cloud associated with customer engagement. You will learn the functionalities and benefits of AI-based customer engagement features such as Genesys Predictive Engagement, Genesys Predictive Routing, and Agent Copilot and how these features work together. This course covers the following objectives:

• Describe Genesys Cloud AI and its various AI-powered customer engagement solutions. 

• Explain how Genesys Predictive Engagement personalizes customer engagements. 

• Explain Genesys Predictive Routing and its ability to route interactions to suitable agents. 

• Explain Genesys Agent Copilot and its capability to provide agents with the next-best action recommendations on customer intent. 

• Understand how AI-powered customer engagement solutions work together to enhance customer experiences. 

These two courses are an update and replacement to the introductory course Genesys Cloud CX: AI - Unified AI Experience with Predictive Engagement, Bots, and Predictive Routing, which will be retired on March 21^st.

For any questions, please contact beyond@genesys.com.

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#Training

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Bob Sterner
Product Manager, Genesys Beyond
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