7 [AI] Steps to better Customer Experiences Richard McCrossan Digital Sales
7 [AI] Steps to betterCustomer Experiences
Richard McCrossanDigital Sales
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 3
TOO SLOWDISCONNECTED
JOURNEY MOMENTS
ILL-EQUIPPED RESOURCES
$209B
3%
How much of your
CX budget converts?
5
6
Connecting the unconnected
Your customers want to be there instantaneously
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 7
AI and Machine LearningAct in the now
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
EMPLOYEE JOURNEY
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
RETAILERPotential +7% revenue increase identified
FLIGHT RESERVATIONSPotential +40% revenue uncovered
See what you could win:
Improved CSAT 61%
Increased agent productivity 66%
Increased agent satisfaction 69%
Build a bot workshop
Where to start?
See what you can win
Act
NOW
These brands saw what they could win