Genesys®, a global cloud leader in AI-Powered Experience Orchestration, announced a suite of Genesys Cloud™ AI capabilities designed to empower supervisors. These innovations help organizations navigate the future of work both within and beyond the contact center. As enterprises worldwide are looking for efficiency and scale, Genesys is enabling organizations to expand automation and augment employee performance for improved customer experiences, operational productivity and business impact.
With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organizations can automate routine tasks and provide managers the support and insights to accelerate speed, improve work quality and increase overall effectiveness. The capabilities offer organizations real-time assistance to analyze data, train employees, oversee processes and handle critical business operations.
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Genesys estimates that it’s possible to see a 40% reduction in quality evaluation time, 25% reduction in multilingual evaluations and 38% decrease in quality management administrative costs through utilization of these Genesys Cloud AI capabilities for supervisors, providing an opportunity for significant operational gains.i
According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology.
“Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. “Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences.”
SOURCE: Businesswire
