![]() Surfaces frequently asked questions and real-time transcripts to agents As a conversation proceeds, Agent Assist is using natural language understanding to determine what the customer is asking for and then-in realtime-it’s providing that knowledge to the agent. ![]() Genesys automation can help with that, too.Īgent Assist is like a knowledgeable supervisor sitting over the shoulder of an agent and coaching them. There are times when a customer really needs to speak to or chat with an agent. While it might seem to the customer that there is a single bot that magically understands what they need, the artificial intelligence (AI) behind this magic consists of several different components, working together to enable this conversational AI.Īnd though the bots themselves are a major advance, the heart of all this automation is Designer, which orchestrates the bots, telling each one when it's needed.ĭesigner works in tandem with your voicebots and chatbots, guiding the customer journey step by step, and relying on the AI that drives the bots to help lead that journey to a successful outcome.ĭesigner also controls your IVRs and your agents, blending them together with your conversational AI, and orchestrating each of these aspects of your contact center.Īs part of this orchestration, it passes customers-and all relevant information-from one context to another, providing a seamless customer journey. You can still do that with Genesys Multicloud CX.īut you can also create intent bots that listen to what each customer is asking for-in their own words-and determine right away how to handle their request. Traditionally, this company's IVR would include a large group of hierarchically structured conversations, each one following a specific set of questions and answers. That's happening more and more often these days, thanks to voicebots and chatbots that use natural language understanding (NLU) to determine specific customer intents.įor instance, an automobile insurance company might receive many types of calls: about broken windshields, or to increase deductibles, or to set up new accounts. And with an IVR, each customer has to listen to the same set of menu options, hoping to find one that fits.Įven with today's high-quality text-to-speech capabilities, this can lead some people to give up on self-service and ask for an agent-or even to abandon the call.īut what if your software could simply ask, "How can I help you?"-and understand right away what each customer needed? But each customer is calling you because they have a specific need. IVRs are a big step in the right direction. How do you figure out what your customers need, without tying up your agents?
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