Step Into the Future With a Smarter Path to AI Adoption

Even at this basic level, you can improve your process efficiency and agent productivity with AI capabilities that lead to faster resolutions and shorter average handle times. But you’ll also start laying the groundwork for greater value later with AI that helps you understand why customers engage with your brand, the journeys they take to reach meaningful outcomes and how your resources play a role in helping them resolve their issues. You’ll gain some efficiencies in this step, and the data you capture will serve as building blocks for expanding your use of AI.

In this step, you’ll begin to use the data you’ve gathered and analyzed in Step 1 to personalize the customer experience (CX) and enable engagement at the right time and place with the right information. This step focuses on identifying patterns in the end-to-end customer journey and then using that information to forecast more accurately, improve internal processes and engage customers proactively.

At this point, you’re ready to begin scaling self-service options and optimizing experiences as continuous journeys rather than separate interactions. The focus for this step is ensuring consistent and effective use of knowledge across agent and bot engagements. Based on customer intent, Genesys Cloud AI will surface relevant knowledge and recommend nextbest steps for bots, agents and customers. This connection between customer queries and your knowledge base will help you identify knowledge gaps and assess knowledge performance.

Now it’s time to optimize and scale every process. Using the information gathered in Steps 1–3, the AI will drive improvement in knowledge, bot flows, virtual agent performance and more. Because the AI continues to gather data and learn from it, this step initiates a continuous optimization process. That drives your business into the zone of innovation, where humans and machines work together to understand and predict customer behavior and take proactive steps to deliver optimized experiences at scale.

At this advanced step, AI increases personalization at scale, offering more tailored experiences based on customer behavior and history, agents’ skills, interaction volume, contact center performance and more. Both inbound and outbound engagements are handled intelligently for consistent personalized experiences. This hyperpersonalization secures customer loyalty and retention, increases operational efficiency and drives business growth.

Maturity of the vendor’s AI models, deployment methods and development roadmap

Alignment of the vendor’s AI capabilities with your organization’s desired business outcomes

The vendor’s approach to AI ethics including data governance, security and privacy

Complexity and burden of maintaining and optimizing the AI solution