Certification and Training

Sure - here's the translation:

Hi everyone, has anyone here already started the AI course track on the Orchestrator portal?
I'm curious to know: which module have you enjoyed the most so far, and why?

I saw that the track includes several interesting topics, such as AI Solutions for Customer Self-Service, Customer Engagement, Bot Flows, Agent Copilot, AI Guides, Agentic Virtual Agents, and others.

Share your thoughts: which one has been the most useful, interesting, or surprising for you?
(in case you haven´t seen this before, here is the link to the AI fundamentals training > Platform - Education

#GenesysCloud
#Training

------------------------------
Alexandre De Paula T. M. Franco
Expert Customer Success Manager
------------------------------

Hi Alexandre,

I have started the AI learning track, and the module I enjoyed the most so far was AI Solutions for Customer Self-Service.

In my day-to-day work, we handle a high volume of customer contacts, especially related to power outages. Because of that, it was interesting to see practical examples of how AI can help customers get information faster and reduce the need to contact an agent.

I also liked the Agent Copilot module because it shows how AI can support employees during customer interactions.

What stood out to me is that AI can help solve real customer problems when applied to the right business scenarios.

Thanks for sharing this discussion!

------------------------------
Sanderley Silva De Sousa Lima
Gerente Comercial
------------------------------

Hey Ale,

I've already completed the AI track, and the module I enjoyed the most was "AI in Today's Contact Center."

It gave me a really good understanding of how AI is reshaping customer service and contact center operations. I found it especially interesting to see how AI can improve both the customer and agent experience while making operations more efficient. 

Thanks for sharing this discussion.

------------------------------
Carolina Simony
Sr. Customer Success Manager
------------------------------

Hi, Alexandre!

I did it a couple of months ago, and for me, the most interesting topic was the Business Value Overview. :)

Thank you for bringing this up!

------------------------------
Mario Cesar da Silva
Sr. Customer Success Manager
------------------------------

Hi Ale,

I've completed the track, and the module that stood out the most for me was AI Solutions for Customer Engagement.

What I liked most was seeing how AI can help create more contextual and personalized interactions across the customer journey, balancing automation with a better customer experience.

Thank you for sharing!

------------------------------
Andrea Abdullatif
Customer Manager
------------------------------

Hi Alexandre,

My favorite module is AI Solutions for Customer Self-Service because it clearly demonstrates how Genesys orchestrates AI-powered use cases to drive efficiency while improving the customer experience. It shows how organizations can deliver faster, more empathetic, and more effective interactions, helping improve key metrics such as CSAT and First Contact Resolution (FCR) while empowering customers to resolve issues more easily.

------------------------------
Ana Cristina Crespo Suarez
Sr. Customer Success Manager
------------------------------