Genesys Casual

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

What kind of AI innovations are you planning for next year?

  • 1.  What kind of AI innovations are you planning for next year?

    Posted 20 days ago
    Edited by Nicole Milliken 20 days ago

    Hello everyone! 

    Our newest Trivia Tower event is all about "What's New in Genesys" and that makes us wonder...

    What kind of artificial intelligence (AI)  innovations are you planning for next year?

    Tell us and you'll get three (3) extra points added to your trivia tower score. 

    Remember, no Googling on the Trivia event or you will not be considered for the top prize. Good luck to all!


    #Events/Contests

    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------



  • 2.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    For us its about Email AI, potentially Chat Bots and QM evalutation forms with AI assistance 



    ------------------------------
    Mike Morris
    Manager - BCD
    ------------------------------

    Original Message


  • 3.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    We are looking at a ChatBot feature in our customer portal mainly. Hopefully this helps the customer experience while lightening call volume a bit for our call center reps!



    ------------------------------
    John Butine
    ------------------------------

    Original Message


  • 4.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    Next year, we plan to use AI voice integrations to make our customer journeys feel more natural and human-like. The idea is to create experiences that sound like a real person is guiding the interaction, even though it's powered by AI behind the scenes.



    ------------------------------
    Gabriel Garcia
    NA
    ------------------------------

    Original Message


  • 5.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    Our focus is on Agentic AI to power Experience Orchestration. Innovations will include advanced Agent Copilot and Virtual Agent capabilities with greater autonomy, Agent-to-Agent (A2A) Collaboration, and tools for end-to-end Work Automation, bridging front and back-office experiences.



    ------------------------------
    Rajeev Gupta
    ------------------------------

    Original Message


  • 6.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    Hi,

    Our focus this year have been self-service & automation for our customers. And the coming year, (will probably be overwhelming with) our plans to extensively use chat-bots, Agent-co-pilots/ webex-assistants etc. To build more intelligent bots, train Agent-Copilot & even explore similar AI integrations in WebEx-Teams / Genesys-Teams.

    We can see that future contact centres will mostly be self-operational & AI driven.
    thanks



    ------------------------------
    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
    ------------------------------

    Original Message


  • 7.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    Real time voice translation widget
    Agentic AI service bot with iOS platform mobile app for customer

    Agent co-pilot with ability to generate real time graph representing sentiment-empathy, customized LLM suggestions and CRM integration



    ------------------------------
    Parvez Alam
    ------------------------------

    Original Message


  • 8.  RE: What kind of AI innovations are you planning for next year?

    Posted 20 days ago

    Hi Community!

    We are preparing our queues and agents for Agent Copilot. Our Customer Service agents will have a conversation summary they can copy and paste into their cases, making their work easier.

    Cheers.

    Rafa.



    ------------------------------
    Rafael Gomez Sanchis
    ------------------------------

    Original Message


  • 9.  RE: What kind of AI innovations are you planning for next year?

    Posted 19 days ago

    We have AI Voice, Message, but does not have email



    ------------------------------
    Kaio Oliveira
    Interaxa
    ------------------------------

    Original Message


  • 10.  RE: What kind of AI innovations are you planning for next year?

    Posted 18 days ago

    Next year, we're aiming to bring AI voice to a whole new level.
    The goal is to make our customer journeys feel smoother and more conversational - almost like you're talking to someone real, even though the experience is fully AI-driven underneath.

    We want interactions that flow naturally, adapt in real time, and feel less like a menu… and more like a genuine conversation.



    ------------------------------
    Raphael Poliesi
    ------------------------------

    Original Message


  • 11.  RE: What kind of AI innovations are you planning for next year?

    Posted 18 days ago

    Virtual Agent and QM evalutation forms with AI assistance 



    ------------------------------
    Hugo Reboucas
    Opportunity Brazil - RPA
    ------------------------------

    Original Message


  • 12.  RE: What kind of AI innovations are you planning for next year?

    Posted 18 days ago

    Agent Co-Pilot and Supervisor Co-Pilot



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
    ------------------------------

    Original Message


  • 13.  RE: What kind of AI innovations are you planning for next year?

    Posted 18 days ago

    How AI Scoring Transformed the Evaluation Process

    This year at Solve4me, we implemented AI Scoring as part of the evolution of the quality monitoring process - and the impact was immediate.

    Before the change, a full evaluation required an average of 18 minutes between listening, analyzing, and completing the form. After introducing AI Scoring, this time dropped to 4 minutes and 30 seconds, representing a reduction of more than 70% in operational effort.

    But the value goes beyond speed. By standardizing the analysis, AI increased the consistency of evaluations, reduced human bias, and allowed the quality team to focus on what truly matters: enhancing agent behavior, technique, and customer experience.

    The result is a faster, more scalable, and more intelligent process - one capable of supporting operational growth without compromising accuracy or depth. Teams are now able to evaluate more interactions, with higher quality, and in less time.

    At Solve4me, this reinforces our belief that when applied correctly, artificial intelligence doesn't replace people - it amplifies results.



    ------------------------------
    Mateus Nunes
    Pre sales
    ------------------------------

    Original Message


  • 14.  RE: What kind of AI innovations are you planning for next year?

    Posted 18 days ago
    O ChatGPT disse:

    How Copilot Transformed the Chat Interaction Process

    At Solve4me, we applied Copilot to elevate the efficiency and intelligence of chat interactions in our CX operations - delivering measurable impact.

    Previously, a single chat interaction required an average of 15 minutes of handling time to interpret, respond, and finalize the workflow. After integrating Copilot into the process, this time was reduced to 9 minutes and 40 seconds, representing an overall efficiency gain of more than 35%.

    This reduction is not just about time saved. Copilot also enhanced response quality, strengthened conversation flow, increased agent confidence, and allowed our team to invest more attention in critical interactions that demand human decision-making rather than manual effort.

    By augmenting, not replacing, our agents, Copilot helped our operation become leaner, faster, and more scalable - proving once again that when implemented with purpose, AI empowers teams to perform better, deliver more, and focus on strategic improvement.

    At Solve4me, this milestone reinforces a key belief: Artificial intelligence doesn't remove the human from the process - it removes friction from the work.



    ------------------------------
    Mateus Nunes
    Pre sales
    ------------------------------

    Original Message


  • 15.  RE: What kind of AI innovations are you planning for next year?

    Posted 17 days ago

    I hope next wave of AI innovations, specifically in the areas of Workforce Management (WFM), Capacity Planning, and Forecasting. I hope to see new AI models that can deliver hyper-accurate forecasts, allowing for more efficient staffing and scheduling



    ------------------------------
    David Betoni
    Principal PS Consultant
    ------------------------------

    Original Message


  • 16.  RE: What kind of AI innovations are you planning for next year?

    Posted 17 days ago

    For the next year we are looking for an AI in Analytics > Analytics Workspace to helps you find interactions quickly. Also we want more develop of the Speech recognition, it's difficult to the system understands customers when they talk in the IVR. 



    ------------------------------
    Abril Churin
    Support Engineer II
    ------------------------------

    Original Message


  • 17.  RE: What kind of AI innovations are you planning for next year?

    Posted 17 days ago

    I believe that more AI agents will appear, and likewise, automated chatbots and IVRs will be enhanced.



    ------------------------------
    Cesar Padilla
    INDRA COLOMBIA
    ------------------------------

    Original Message


  • 18.  RE: What kind of AI innovations are you planning for next year?

    Posted 16 days ago

    Agent Co-Pilot and Supervisor Co-Pilot



    ------------------------------
    Kaio Oliveira
    Interaxa
    ------------------------------

    Original Message


  • 19.  RE: What kind of AI innovations are you planning for next year?

    Posted 16 days ago

    Leveraging Agent-to-Agent via a registry in realistic scenarios will be an innovation in the right step for me next year.



    ------------------------------
    Lucas Woodward
    Winner of Orchestrator of the Year, Developer (2025)

    LinkedIn - https://www.linkedin.com/in/lucas-woodward-the-dev
    Newsletter - https://makingchatbots.com
    ------------------------------

    Original Message


Related Content