Did you miss our recent webinar all about Orchestrating EX and CX with Conversation Intelligence? Or maybe you want to re-watch the recording or pass it along to a colleague? Whatever the case, you can access the on-demand link, as well as the resources shared live, below.
Most organizations analyze only a fraction of their interaction data, and even then, insights come too late to drive real impact.
In this session, we’ll explore how AI enables real-time experience orchestration.
💡 You’ll learn how to:
It’s a practical look at how organizations move from insight to action in the AI era.
Check out the recording here with passcode iJG0+7?$
Don't miss the other two in the series:[ON DEMAND]: Orchestrating Your Quality Processes with AI[ON DEMAND]: Orchestrating Your WFM Processes with AI
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Session Resource Links & Images
#SpeechandTextAnalytics
WEM Advisory Webinar | Orchestrating EX and CX with Supervisor AI Q&A
Hi everyone,
Thank you to everyone who joined our recent WEM Advisory Webinar: Orchestrating EX and CX with Supervisor AI.
We received some excellent questions during the session, so we have grouped the answered questions below by topic and lightly edited them for clarity.
📺 Recording:Webinar Link
Note: Any roadmap or future-looking statements reflect what was shared during the webinar and may change. Please refer to official release notes, the Ideas Portal, and roadmap resources for the latest information.
Q&A
Getting Started with Supervisor AI
Q: Does this webinar cover Quality Management as well as Supervisor AI?
A: This session focused primarily on Speech & Text Analytics and Supervisor AI. For customers looking for Quality Management and AI Scoring content, the earlier WEM Advisory Webinar on AI-powered Quality Management is also available in the WEM Community.
Q: Where can I find the permissions required for Supervisor AI features?
A: The Genesys Resource Center includes prerequisite information for Supervisor AI features. A complete list of products, roles, and permissions is also available in the Resource Center.
Speech & Text Analytics & Insights
Q: How does Supervisor AI use Speech & Text Analytics?
A: Supervisor AI builds on Speech & Text Analytics to help identify customer trends, common contact reasons, sentiment, and coaching opportunities across interactions.
Q: Can Speech & Text Analytics help identify emerging customer issues?
A: Yes. Analytics can identify recurring topics, trends, and conversation patterns, helping supervisors understand why customers are contacting the organization and where coaching or operational improvements may be needed.
Supervisor AI
Q: What value does Supervisor AI provide to supervisors?
A: Supervisor AI helps surface important operational insights more quickly, reducing the time supervisors spend reviewing interactions and allowing them to focus more on coaching and improving customer experiences.
Q: Can Supervisor AI support both employee experience and customer experience?
A: Yes. By identifying customer trends and coaching opportunities, Supervisor AI helps organizations improve both customer outcomes and employee performance.
Reporting & Insights
Q: Will Supervisor AI continue to gain additional reporting capabilities?
A: Yes. Product continues to invest in expanding Supervisor AI reporting and insight capabilities. Refer to release notes and roadmap updates for the latest information.
Roadmap & Future Enhancements
Q: Are additional Supervisor AI capabilities planned?
A: Yes. Several future enhancements were discussed during the webinar. As with all roadmap discussions, delivery timing and functionality remain subject to change.
Key Takeaways
✅ Supervisor AI helps supervisors quickly identify trends and coaching opportunities across customer interactions.
✅ Speech & Text Analytics provides the foundation for many Supervisor AI capabilities.
✅ AI is designed to augment supervisor decision-making—not replace human expertise.
✅ Product continues to invest in expanding Supervisor AI reporting, insights, and analytics.
Thank you again to everyone who attended and contributed questions.
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