Genesys Readies Smart Bots for Google Cloud

Live demonstration at Google Cloud Next highlights Genesys integration to complement and enhance contact centers.

GoogleCloudPlatform

SAN FRANCISCO -- Genesys), which specializes in providing bots for omnichannel customer experience and contact center solutions, on July 24 revealed a partnership to integrate with Google Cloud’s new Contact Center artificial intelligence service.

The announcement and an accompanying demonstration was staged at Google Cloud’s Google Next ’18 conference here at the rebuilding Moscone Center.

The new integration enables enterprises to deploy bots capable of resolving issues faster while improving customer satisfaction, sales, employee efficiency and more, Genesys claimed.

Genesys customers, which include 65 of the world’s top 100 global enterprises, can now use the simple, secure and flexible Google Cloud Contact Center AI to train and use new bots in a fraction of the time. It ultimately shrinks deployment time from a few months to as little as 24 to 48 hours. Historically, implementing bot technology in interactive voice response (IVR) and text-based systems has been time intensive, requiring extensive fine-tuning yet still failing to provide an exceptional customer experience, Genesys said.

These capabilities are driven by Kate, the Genesys AI platform, which powers the company’s natural language understanding, orchestration, predictive routing, automation, and more to help businesses deliver the sales, marketing and service outcomes they want. By integrating Kate with the natural language understanding capabilities of the Google Cloud Contact Center AI, the system can detect what consumers are saying as well as glean their intent, the company claimed.

As a result, businesses can more quickly and predictively match inquiries with the right bot, human or combination thereof--whichever resource is best equipped to resolve the issue and optimize the chosen business outcome. In addition to delivering a differentiated customer experience, organizations can drive efficiencies as they automate mundane interactions with consumers such as making payments, returns and checking balances, while allowing more complex issues to be handled by employees. Blended AI by Genesys enables an easy handoff between bots and live agents to solve customer needs faster.

This integration is the latest collaboration between Genesys and Google Cloud. In addition, Genesys PureEngage customers can now choose to host their contact center applications on Google Cloud Platform.

Genesys customers can now register to learn how to access the company’s new integration with Google Cloud Contact Center AI.

To view a YouTube video of the demo, go here.

Chris Preimesberger

Chris J. Preimesberger

Chris J. Preimesberger is Editor of Features & Analysis at eWEEK, responsible in large part for the publication's coverage areas. In his 13 years and more than 4,000 articles at eWEEK, he...