Genesys Cloud - Main

In this video , @Kumar Sanjeevi talks about how Genesys Cloud now includes AI-generated summaries that highlight the reason for contact, resolution status, and follow-up action items for each customer interaction. This feature helps supervisors and business analysts quickly understand what happened during a call without reading full transcripts or listening to recordings. AI Insights identifies the main reason a customer reached out (for example, billing, support, or cancellations) and clearly marks whether the issue was resolved. It also flags any follow-up steps, like sending confirmations or escalating a case. AI Insights help supervisors detect trends, address unresolved issues, and coach agents more effectively. Business analysts also have access to the context they need to recommend improvements to processes, training, and services.

Release Notes : https://help.mypurecloud.com/releasenote/june-23-2025/

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