Join us on November 9 to learn how to successfully innovate and achieve efficiency by upskilling and scaling citizen developers at the Low-Code/No-Code Summit. Many organizations are challenged with finding strategies to deal with rising customer volume and changes in expectations, while facing an uncertain business market, according to Genesys, a provider of contact center services. While they are pressured to deliver better experiences with less, many organizations are hamstrung by legacy business processes, siloed point solutions and insufficient technical resources. This is where artificial intelligence (AI) technologies have the potential to help, since most lack the data scientists and resources to implement and deploy technologies orientated around their customers and employees while still supporting business objectives, Genesys said. In a move to help organizations optimize customer journeys with new experience orchestration capabilities, Genesys last week unveiled Cloud AI Experience.

Genesys is one of the popular technology companies in India that leverages major cutting-edge technologies like artificial intelligence to enhance customer as well as employee experiences. It provides cloud-based contact center software that includes inbound and outbound analytics, self-service options, screen share, and many more. Genesys is known for connecting customers in marketing, sales, and services on any type of channel efficiently and effectively. Genesys with AI offers automation through different strategies in recent years across 100 countries for more than 11,000 customers. Let's explore some of the top strategies for AI for automation in multiple tasks.

The AI revolution in the contact center has been well underway for some time, and as apparent by a pair of announcements this week from Genesys and separately NICE, it's not slowing down any time soon. And for contact centers, AI is no longer a nice-to-have -- but a must -- in improving the customer experience (CX), as Robin Gareiss, CEO & principal analyst with Metrigy, told No Jitter. "AI is quickly becoming an integral part of any successful contact center, with 42.3% of companies using at least one AI-enabled application now, and another 21.9% planning to add on by the end of the year," said Gareiss. First, CCaaS provider Genesys this week announced a slew of capabilities for its Genesys Cloud CX platform, designed to enable AI and automation integrations across digital and voice channels. Genesys Predictive Routing -- This AI-based call routing feature analyzes different data points to match customers with agents who can best address their specific requests.

The first step in Suncorp's Genesys migration is the adoption of Genesys Engage, which is said to provide good support for multiple sites and workload management, as well as improving response to claims. Phase two will be the deployment of Genesys Intelligent Automation, which allows the use of native and third-party AI services to assist with customer interactions while retaining the human touch. One example is that customers will be securely identified and verified before they speak to agents. This is expected to save each customer – and the company – up to 90 seconds per call. Genesys ANZ vice president Mark Buckley said "Genesys has built a reputation for developing some of the world's most sophisticated contact centre solutions that help businesses to transform. We are proud that Suncorp has selected Genesys technology to stay ahead of the game. "By providing a seamless customer experience at every step of their customer journey, Suncorp has proven that they are on the right path to grow, innovate and remain the market leader in their space." Suncorp executive general manager of home claims Alli Smith said "We aim to be the insurer of the future by providing our customers with interactions and experiences that make their lives easier from the very first moment they engage with us.

IPsoft, the largest independent leader in enterprise artificial intelligence (AI), announced that Amelia, its industry-leading digital customer service agent, is now available on Genesys AppFoundry from Genesys, the global leader in cloud customer experience and contact centre solutions. Amelia, with her superior conversational AI capabilities, can handle customers' most common requests by herself, without human support, empowering organizations to offer their customers immediate and scalable 24/7 support for faster problem resolutions. The integration of Amelia is available through Genesys Cloud, the industry's leading cloud contact centre platform, with a robust feature set and open APIs, which allows for flexibility, scalability and rapid innovations. Genesys and IPsoft customers, includes Bankia one of the largest banks in Spain. Bankia deployed Amelia as a digital contact centre agent to scale customer service and improve the customer experience.

AI is rapidly transforming the way that companies interact with their customers. MIT Technology Review Insights' survey of 1,004 business leaders, "The global AI agenda," found that customer service is the most active department for AI deployment today. By 2022, it will remain the leading area of AI use in companies (say 73% of respondents), followed by sales and marketing (59%), a part of the business that just a third of surveyed executives had tapped into as of 2019. In recent years, companies have invested in customer service AI primarily to improve efficiency, by decreasing call processing and complaint resolution times. Organizations known as leaders in the customer experience field have also looked toward AI to increase intimacy--to bring a deeper level of customer understanding, drive customization, and create personalized journeys.

Today's Daily AI Roundup covers the latest Artificial Intelligence announcements on AI capabilities, AI mobility products, Robotic Service, Technology from Bright Pattern, Microsoft Corp. Genesys, Grammarly Business, Metadata.io. Bright Pattern, the most powerful cloud contact center with AI for innovative companies, announced the release of Bright Pattern Omnichannel Quality Management (Omni QM). Omni QM is embedded in the Bright Pattern Omnichannel platform, and allows quality management on all channels in a single interface. Microsoft Corp. and Genesys have expanded their partnership to provide enterprises with a new cloud service for contact centers that enables them to deliver superior interactions for customers. With the omnichannel customer experience solution Genesys Engage running on Microsoft Azure, enterprises have the security and scalability they need to manage the complexities involved with connecting every touchpoint throughout the customer journey.

Microsoft and Genesys, a global provider of contact center software, recently announced a partnership to enable enterprises to run Genesys' omnichannel customer experience solution, Genesys Engage, on Microsoft Azure. According to the two companies, this combination will provide a secure cloud environment to help companies more easily leverage AI to address customer needs on any channel. Headquartered in Daly City, California, Genesys has more than 5,000 employees in nearly 60 offices worldwide. Every year, the company supports more than 70 billion customer experiences for organizations like Coca-Cola Business Services North America, eBay, Heineken, Lenovo, PayPal, BOSCH, Quicken and more. Transform spoke with Barry O'Sullivan, executive vice president and general manager of Multicloud Solutions for Genesys, to explore how technology is reinventing the customer service experience.

The advent of artificial intelligence (AI) technologies brings with it ethical risks. Many companies have assembled dedicated teams and committees as a way to anticipate potential risks that the inappropriate use of AI technologies could create. The idea of regulating and managing AI to address ethics-related questions helps brands convince consumers, lawmakers and investors that they're doing things right. When creating these ethics teams or committees, some large tech companies like Google, SAP and Genesys, have developed internal committees, some have partnered with other companies and still others teamed with universities. And, after ethics scandals like the Facebook/Cambridge Analytica issue affected stock prices for certain large tech companies, those committees are viewed as tools to bring confidence in future business cases ahead of upcoming IPOs.

Despite scepticism over the cost-effectiveness of new technologies, and the worries surrounding the potential difficulty of their installation, many companies in the UK are deciding to use emerging tech such as artificial intelligence (AI). This is according to a new report by Genesys, which claims almost two thirds (60 per cent) of UK firms are either using AI already, or planning to do so within a year from now. More than a third (37 per cent) are already using such tech to drive business objectives, increase efficiency and cut costs, while 42 per cent expect to see a positive impact within 12 months. But scepticism and worry remain. A significant portion of UK employers believe implementation will be too complex, and a quarter has its doubts whether or not the tech is over-hyped.