Genesys Cloud - Main

In this video @Kumar Sanjeevi talks about AI insights and "reasons for customer sentiment"

Administrators can now view AI insights to understand the reasons behind customer sentiment. The Reason for Sentiment feature helps teams quickly understand the drivers behind customer satisfaction or dissatisfaction in interactions. Instead of just showing whether sentiment is positive, negative, or neutral, the feature highlights specific factors influencing customer emotions; for example, long wait times, product issues, or agent empathy. This feature makes it easier for supervisors to find the root cause of negative experiences, coach agents based on specific moments in conversations, and spot common themes across multiple interactions.

Release Notes: https://help.mypurecloud.com/releasenote/june-16-2025

#TAMStudios #AI #FeatureReview 

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