Genesys Casual

What are you working with more these days: voice bots or digital bots?

And where do you see the biggest growth happening in the next few years?

#General

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Juliano Fernandes Mendes Pimentel De Paiva
Genesys Analyst
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Hi Juliano, 

Lately I've probably been working more with digital bots, especially around knowledge integration, self-service flows, and customer journey orchestration.

That said, I still think voice bots are going to keep growing significantly as conversational AI, transcription accuracy, Agent Copilot, and real-time integrations continue improving in Genesys Cloud.

Personally, I think the biggest growth over the next few years will be around:

• hybrid AI journeys

• voice + digital continuity

• and AI-assisted orchestration across channels rather than treating bots as isolated experiences.

Especially where context follows the customer seamlessly between self-service, voice, messaging, and agents. Interested to hear from others too.

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Phaneendra
Technical Solutions Consultant
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Besides what Phaneendra Avatapalli mentioned, I also think voice bots may become a strong trend here in Brazil, especially because of the newer alphanumeric CNPJ format. This may create more demand for better automation and validation in voice journeys.

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Luiz Rosa
Full stack developer
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Victor Soares
Gerente técnico
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