Genesys introduces Cloud AI experience

Genesys, a global cloud leader in experience orchestration, today introduced Genesys Cloud AI Experience, a new solution designed to help organisations optimise customer journeys through accelerated experience innovation powered by smarter personalisation, automation and prediction. With the new solution, Genesys has expanded its experience orchestration capabilities, enabling organisations to listen and understand customers and employees through seamless coordination of technology, interactions and touchpoints. Now with greater ability to predict actions, automate journeys in real time and drive toward outcomes, Genesys Cloud AI Experience makes it possible for any organisation to orchestrate people-centric experiences at scale, fostering long-lasting relationships. Many organisations are challenged to find strategies for dealing with both rising customer volume and changes in expectations while facing an uncertain business market. With pressure to deliver better experiences with less, artificial intelligence (AI) technologies have the potential to help; yet many organisations are hamstrung by legacy business processes, siloed point solutions and insufficient technical resources.