Genesys Casual

It could be a migration, a complex integration, a routing strategy, automation, or even a customer experience improvement. I always enjoy hearing about real-world use cases and creative solutions.

What project stands out the most to you?

One project that really stands out to me is an Agent Copilot implementation we worked on for a financial services operation.

What made it especially interesting was that it was not just about enabling Copilot as a feature, but building a complete adoption strategy around it. We combined knowledge base design, predefined responses, automated summaries, custom reporting, and agent engagement initiatives to make sure the tool was actually useful in the daily operation.

One of the biggest lessons was that Copilot performance depends a lot on how well the knowledge content and operational processes are structured. By improving the knowledge articles and focusing on the most relevant use cases, we were able to increase adoption and support a better agent experience.

The project also helped reduce handling time and created more consistency in the information registered after each interaction.

For me, it stands out because it showed how AI can create real value when it is connected to the operation, the agents, and the customer experience strategy, not just implemented as a standalone tool.

One of the most interesting projects I have worked on using Genesys Cloud involved designing a digital customer service journey for WhatsApp for a coffee brand.

What made this project especially interesting was that I had to dive deep into the customer's business and understand an area that was completely new to me at the time.

Before thinking about the flow itself, it was necessary to understand the customer journey, business rules, operational needs, exceptions, and how the different teams worked in practice.

The solution was not only about routing messages to a queue, but about designing the full journey around business rules, integrations, automation, and fallback scenarios.

For me, the biggest lesson was that a good Genesys project starts before the configuration. It starts with understanding the business deeply enough to design a solution that makes sense for the operation.

This project stood out because it connected customer experience, business understanding, technical feasibility, integrations, routing strategy, documentation, and quality testing in the same journey.