Original Message:
Sent: 10-16-2025 07:41
From: Alex Slocum
Subject: Next Q&A Show - What AI Topic & Questions Would You Like Covered?
Big Bad Bots Bash - AI Topic Submission Sheet
To celebrate the Big Bad Bots Bash, our Genesys AI Enablement Team is hosting a Q&A and demo session covering real-world AI design, deployment, and enablement topics. Please review the list below and check any topics you'd like to see covered, or use the space provided under each to include your own question or demo request.
Designing High-Performance Natural Language IVRs
Focus: Best practices for intent modeling, utterance design, and optimizing NLU recognition in Dialog Engine Bots.
Why it's great: Shows how to make AI understand caller intent naturally and accurately while reducing misroutes.
Agent Copilot in Action: From Transcript to Summary
Focus: Demonstration of Genesys Agent Copilot generating real-time summaries, wrap-up codes, and CRM notes.
Why it's great: Highlights how AI reduces after-call work, improves accuracy, and speeds up call handling.
AI Summarization: Hallucinations and Inclusions
Focus: Understanding why AI sometimes "hallucinates" or adds incorrect details in call summaries-and how to prevent it.
Key Points:
· • Root causes of hallucination in summarization models
· • Preventing false inclusions (fabricated or speculative data)
· • Fact-constrained summarization against transcript evidence
· • Governance and QA best practices for audit compliance
Why it's great: Tackles one of the most critical challenges for AI summarization accuracy and trustworthiness.
AI Summarization Across Multiple Accounts per Single Call
Focus: Handling AI summaries when a single call covers multiple member or provider accounts.
Key Points:
· • Structuring transcript data for account segmentation
· • Ensuring correct intent and data mapping to each account
· • Managing wrap-up codes, suffixes, and multi-account notes
· • Copilot and D365 integration for clean record creation
Why it's great: Demonstrates how AI can intelligently differentiate and summarize multi-account conversations-crucial for healthcare, insurance, and financial service workflows.
Improving Numeric Recognition in Member Interactions
Focus: Enhancing AI understanding of numbers, sequences, and spoken data within IVR and summarization contexts.
Key Points:
· • Increasing recognition accuracy for Social Security Numbers, Dates of Birth, and Dollar Amounts
· • Slot-type tuning for consistent numeric transcription
· • Reducing transcription drift and improving entity capture for authentication
Why it's great: Directly improves authentication, payment accuracy, and data quality for both Member and Provider experiences.
Reporting & Analytics: Tracking AI Summarization Accuracy by Interaction
Focus: Leveraging analytics to measure and improve AI summarization performance and reliability.
Key Points:
· • Building dashboards to track summarization accuracy per interaction
· • Metrics for correct, partially correct, and inaccurate summaries
· • Identifying trends by queue, intent, and agent team
· • Integrating QA feedback loops to retrain or fine-tune summarization models
Why it's great: Empowers data-driven continuous improvement and transparency in AI performance-essential for compliance and trust.
Orchestrating the AI Ecosystem: From IVR to Agent to CRM
Focus: How Genesys AI connects context across IVR, Bots, and CRM systems (like D365 or Salesforce).
Why it's great: Shows how AI hand-offs preserve caller context and intent seamlessly end-to-end.
AI for Supervisors: Turning Insights into Action
Focus: Demonstrating AI Supervisor Copilot capabilities-detecting trends, coaching opportunities, and forecast anomalies.
Why it's great: Expands AI's value beyond the agent to leadership and operations.
Prompt Engineering & Knowledge Management for Contact Centers
Focus: Crafting effective prompts and structured knowledge for AI bots, Guides, and Copilot systems.
Why it's great: Helps teams design precise, factual, and brand-aligned AI responses.
Accelerating AI Enablement: From POC to Production
Focus: Scaling AI programs safely-governance, model tuning, testing, and user adoption frameworks.
Why it's great: Empowers organizations to move from experimentation to reliable enterprise AI delivery.
AI Compliance and Audit Teams
This session provides an opportunity for Compliance, Audit, and Risk teams to explore how AI-enabled systems can maintain transparency, accuracy, and regulatory alignment across voice and text interactions. With the rapid expansion of summarization and decision-support tools, ensuring governance, explainability, and traceability is essential for maintaining trust and audit readiness.
Discussion areas include:
· • Defining AI audit frameworks and evidence capture within Genesys Cloud.
· • Tracking compliance metrics for summarization accuracy, inclusion validation, and transcript fidelity.
· • Ensuring audit trails link system actions (Bot, Agent, Supervisor) to transcript evidence.
· • Balancing data privacy, redaction, and retention with regulatory requirements.
· • Building collaboration frameworks between AI Enablement and Compliance teams for ongoing model validation.
Outcome: Participants will understand best practices for aligning AI deployment with internal compliance, audit, and data governance standards while enabling continuous improvement of conversational AI accuracy and accountability.
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Alex Slocum
Original Message:
Sent: 10-13-2025 11:54
From: Matt Lawson
Subject: Next Q&A Show - What AI Topic & Questions Would You Like Covered?
Hey Everyone,
To celebrate the Big Bad Bots Bash, we have an incredible panel of Genesys' AI Enablement Team volunteering to help judge the contest and be on the Q&A Show to discuss your AI Topics and Questions.
This is your chance to suggest a broad topic that you would like a demo of or ask a more targeted question that haunts your daily AI enablement.
This team is famous for helping companies get their AI programs off the ground, assisting in the design and implementation of everything from Bots to Guides, so feel free to ask any questions about current functionality, best practices, time saving tips, or colleague impressing tricks.
Please save road map items for a future opportunity.
Can't wait to hear what you come up with!
Best,
Matt and Team
#AIConfiguration
#AICopilot(Agent,SupervisorAdmin)
#CommunityVideos(TAM,QA,etc.)
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Matt Lawson
Genesys - Employees
Online Community Manager
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