Summary: Our world is filled with AI from our phones to our toilets, but what good is an AI if it does not help you. What we need is more assistive intelligence that will help everyone do their job faster, better, and more productive. Discover a whole new way to consider AI with Genesys Assistive Orchestration for Agents, Supervisors, Quality Managers, and Admins - AI's that are there to help, not appropriate your job.
We live in a world overflowing with artificial intelligence. From the phones in our pockets to the devices in our homes—even our most ordinary daily routines have AI baked into them. But here’s the real question: what good is AI if it doesn’t actually help you?
So much of what’s marketed as "AI" today feels like a gimmick. It’s flashy, but not always useful. And even worse, sometimes it’s positioned as a replacement for people, making us wonder if technology will take over our jobs. At Genesys, we see AI differently. We believe AI shouldn’t replace the human—it should assist the human. We call this Assistive Intelligence.
And when you combine assistive intelligence with the power of Genesys Cloud, something remarkable happens: AI stops being this external system you struggle to manage—and becomes orchestration that lives with you, adapting to your role and your workflow.
Let’s bring this to life.
For the agent in the contact center, every second matters. But most of their time isn’t spent talking and connecting—it’s spent navigating tools, looking up answers, and entering notes. With Genesys Cloud Assistive Orchestration, AI surfaces the right data in real time, suggests next best actions, and even automates after-call work. The agent stays focused on what matters most: the customer.
For the supervisor, the struggle is scale. You can’t be in every conversation with every team member. Genesys Cloud changes that. It provides assistive dashboards that highlight where coaching is needed, alerts you of emerging issues, and helps you respond in the moment—without drowning in data or lagging behind. Suddenly, one supervisor can drive impact across the whole team.
For the quality manager, manual reviews can only cover a fraction of calls or chats. That leaves blind spots. Genesys Cloud Assistive Orchestration uses AI to review every interaction, flag early trends, and point directly to the conversations that need real human evaluation. It transforms quality assurance from a sampling exercise into a complete, data-driven picture.
And for the admin, contact center configuration is a constant balancing act. You’re spinning plates—integrations, routing, workforce setup, reporting. Genesys Cloud automates repetitive tasks and offers proactive recommendations, giving admins control with less firefighting. The system works with you so you can focus on optimizing rather than constantly troubleshooting.
Here’s the bigger idea: Assistive Intelligence inside Genesys Cloud isn’t about creating more technology for its own sake. It’s about crafting a partner for every role. It doesn’t take away jobs—it enhances jobs. It multiplies capacity, increases productivity, and amplifies human capability.
Because the future of contact centers isn’t human versus AI. It’s human with AI. Human empathy, supported by machine efficiency. Human judgment, elevated by real-time insights. Human relationships strengthened because AI takes care of the heavy lifting in the background.
So, the next time we ask ourselves, “What good is AI?”—let’s measure it not by how futuristic it sounds, but by how much it helps the people using it every day. That’s the vision behind Genesys Cloud Assistive Orchestration.
An AI that’s not here to take your job.
It’s here to help you do your job—faster, better, smarter.
Thank you.
Original Message:
Sent: 09-02-2025 10:14
From: Nicole Milliken
Subject: September QOTM - Earn a new badge!
Genesys is gearing up for our biggest conference of the year: XPERIENCE! And the community team will be there running a session! We hope that you all will go by and say hi and introduce yourselves, as I know Matt would love to meet you in person!
With this excitement in mind, we thought to ask for our September Question of the Month:
Imagine you're delivering a keynote at a conference of your choice, what would your topic be and why?
I can't wait to see your answers. You'll also earn this gorgeous profile badge just for participating:
I hope everyone who is going to Xperience has a blast and learns a lot and for those of you hanging back, I'll see you in the community!
#QOTM
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Nicole Milliken
Senior Online Community Video Specialist
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