Genesys Cloud - Main

Hi Everyone,

I am interested in exploring how Genesys can support and streamline complaints management and would love to hear your thoughts.

Are there any features within Genesys that would be good for:

• Automatically identifying complaints?
• Capturing complaint information effectively?
• Also thinking about opportunities to integrate Genesys with platforms like Archer or Appian to trigger workflows or manage escalations?

I recently saw a demo of an agentic AI solution that showcased some powerful capabilities in this space. But knowing that we are very early in our AI journey I am interested in understanding if there are any tactical solutions available right now that could help us move quickly?

Does anyone have any thoughts on the following features for the above use case:

• Scripts or guided flows
• Auto summaries
• Checklists 
• Any other clever solutions you've implemented or considered

If you have tackled complaints management using Genesys (or are thinking about it), I would love to hear your experiences, ideas, and lessons learned. 

Thanks heaps

Hello Deepa,

Great question.  Hopefully others in the community can give insight into how and what processes they follow.

Hi Everyone,

I am interested in exploring how Genesys can support and streamline complaints management and would love to hear your thoughts.

Are there any features within Genesys that would be good for:

• Automatically identifying complaints?
• Capturing complaint information effectively?
• Also thinking about opportunities to integrate Genesys with platforms like Archer or Appian to trigger workflows or manage escalations?

I recently saw a demo of an agentic AI solution that showcased some powerful capabilities in this space. But knowing that we are very early in our AI journey I am interested in understanding if there are any tactical solutions available right now that could help us move quickly?

Does anyone have any thoughts on the following features for the above use case:

• Scripts or guided flows
• Auto summaries
• Checklists 
• Any other clever solutions you've implemented or considered

If you have tackled complaints management using Genesys (or are thinking about it), I would love to hear your experiences, ideas, and lessons learned. 

Thanks heaps

Thanks Samuel, Interested in hearing more about tactical solutions that don't require too much effort to set up.

Hello Deepa,

Great question.  Hopefully others in the community can give insight into how and what processes they follow.

Hi Everyone,

I am interested in exploring how Genesys can support and streamline complaints management and would love to hear your thoughts.

Are there any features within Genesys that would be good for:

• Automatically identifying complaints?
• Capturing complaint information effectively?
• Also thinking about opportunities to integrate Genesys with platforms like Archer or Appian to trigger workflows or manage escalations?

I recently saw a demo of an agentic AI solution that showcased some powerful capabilities in this space. But knowing that we are very early in our AI journey I am interested in understanding if there are any tactical solutions available right now that could help us move quickly?

Does anyone have any thoughts on the following features for the above use case:

• Scripts or guided flows
• Auto summaries
• Checklists 
• Any other clever solutions you've implemented or considered

If you have tackled complaints management using Genesys (or are thinking about it), I would love to hear your experiences, ideas, and lessons learned. 

Thanks heaps