Genesys Casual

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

One of the changes I'm most proud of this past year was leading the implementation and evolution of Agent Copilot combined with AI Scoring (Virtual Supervisor) in high-volume operations.

At the beginning, the challenge wasn't just deploying the technology, it was driving real adoption and making it part of the agents' daily workflow.

So I shifted the focus from just technical delivery to the actual experience. I stayed very close to the agents, collecting feedback constantly and using that to refine Copilot prompts like summaries, resolutions and next steps based on real conversations. At the same time, I built custom reports to track usage and behavior, and introduced some gamification strategies to increase engagement. We also aligned AI Scoring with operational goals to reduce the manual effort in quality.

What makes this stand out to me is that it wasn't just about implementing AI, it was about making it truly useful and trusted by the people using it every day.

As a result, we saw a strong reduction in AHT, with chat operations going from around 15 minutes to about 9. We also reduced QA time from around 18 minutes to about 4.5 minutes per evaluation, while increasing consistency and scalability. On top of that, agents started to rely more on Copilot and feel more confident during interactions.

In the end, we improved both sides of the experience. Customers benefited from faster and more consistent interactions, and agents had less cognitive load and clearer guidance during their work.

That's what makes this one special for me. It wasn't just a tech project, it was a real transformation in how people work and deliver experience.

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

I think my biggest accomplishment recently has been getting my GCP certification. I'm hoping this build momentum for more individual growth through certifications and other education throughout the rest of 2026!

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------

My Favorite Community Peeps! 

I was reminiscing on how amazing you all are and that got me to thinking: 

What's a change you've made or action you've taken to improve CX or EX in the past year that you're most proud of - and why? What makes it stand out?

This question may also inspire you to nominate someone for our annual 2026 Genesys Orchestrators Innovation Awards (which is pretty snazzy by the way - check out what the winners get, can you say free trip to Vegas!) You can nominate a colleague, your company, or yourself, RIGHT HERE. 

And if you answer and nominate, I'll give you 5 advocacy points. And you know what...if you go all out on your answer AND nominate, maybe I'll throw you a few more points. I'm feeling generous.

As always, I love to hear what you've been up to in regards to Genesys!

#SuccessStories
@Ginger Conlon
------------------------------
Nicole Milliken
Senior Online Community Video Specialist
------------------------------