Close
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
Read Down
Sign in
Close
Welcome!Log into your account
Forgot your password?
Read Down
Password recovery
Recover your password
Close
Search
Logo
Logo
  • Latest News
  • Big Data and Analytics
  • Cloud
  • Networking
  • Cybersecurity
  • Applications
  • IT Management
  • Storage
  • Sponsored
  • Mobile
  • Small Business
  • Development
  • Database
  • Servers
  • Android
  • Apple
  • Innovation
  • Blogs
  • PC Hardware
  • Reviews
  • Search Engines
  • Virtualization
More
    Home Applications
    • Applications
    • Big Data and Analytics
    • Cloud
    • IT Management
    • Mobile

    Genesys Readies Smart Bots for Google Cloud

    By
    Chris Preimesberger
    -
    July 25, 2018
    Share
    Facebook
    Twitter
    Linkedin
      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
      https://www.eweek.com/author/cpreimesberger/
      Chris J. Preimesberger is Editor Emeritus of eWEEK. In his 16 years and more than 5,000 articles at eWEEK, he distinguished himself in reporting and analysis of the business use of new-gen IT in a variety of sectors, including cloud computing, data center systems, storage, edge systems, security and others. In February 2017 and September 2018, Chris was named among the 250 most influential business journalists in the world (https://richtopia.com/inspirational-people/top-250-business-journalists/) by Richtopia, a UK research firm that used analytics to compile the ranking. He has won several national and regional awards for his work, including a 2011 Folio Award for a profile (https://www.eweek.com/cloud/marc-benioff-trend-seer-and-business-socialist/) of Salesforce founder/CEO Marc Benioff--the only time he has entered the competition. Previously, Chris was a founding editor of both IT Manager's Journal and DevX.com and was managing editor of Software Development magazine. He has been a stringer for the Associated Press since 1983 and resides in Silicon Valley.

      MOST POPULAR ARTICLES

      Cybersecurity

      Visa’s Michael Jabbara on Cybersecurity and Digital...

      James Maguire - May 17, 2022 0
      I spoke with Michael Jabbara, VP and Global Head of Fraud Services at Visa, about the cybersecurity technology used to ensure the safe transfer...
      Read more
      Cloud

      Yotascale CEO Asim Razzaq on Controlling Multicloud...

      James Maguire - May 5, 2022 0
      Asim Razzaq, CEO of Yotascale, provides guidance on understanding—and containing—the complex cost structure of multicloud computing. Among the topics we covered:  As you survey the...
      Read more
      Big Data and Analytics

      GoodData CEO Roman Stanek on Business Intelligence...

      James Maguire - May 4, 2022 0
      I spoke with Roman Stanek, CEO of GoodData, about business intelligence, data as a service, and the frustration that many executives have with data...
      Read more
      Applications

      Cisco’s Thimaya Subaiya on Customer Experience in...

      James Maguire - May 10, 2022 0
      I spoke with Thimaya Subaiya, SVP and GM of Global Customer Experience at Cisco, about the factors that create good customer experience – and...
      Read more
      IT Management

      Intuit’s Nhung Ho on AI for the...

      James Maguire - May 13, 2022 0
      I spoke with Nhung Ho, Vice President of AI at Intuit, about adoption of AI in the small and medium-sized business market, and how...
      Read more
      Logo

      eWeek has the latest technology news and analysis, buying guides, and product reviews for IT professionals and technology buyers. The site’s focus is on innovative solutions and covering in-depth technical content. eWeek stays on the cutting edge of technology news and IT trends through interviews and expert analysis. Gain insight from top innovators and thought leaders in the fields of IT, business, enterprise software, startups, and more.

      Facebook
      Linkedin
      RSS
      Twitter
      Youtube

      Advertisers

      Advertise with TechnologyAdvice on eWeek and our other IT-focused platforms.

      Advertise with Us

      Menu

      • About eWeek
      • Subscribe to our Newsletter
      • Latest News

      Our Brands

      • Privacy Policy
      • Terms
      • About
      • Contact
      • Advertise
      • Sitemap
      • California – Do Not Sell My Information

      Property of TechnologyAdvice.
      © 2021 TechnologyAdvice. All Rights Reserved

      Advertiser Disclosure: Some of the products that appear on this site are from companies from which TechnologyAdvice receives compensation. This compensation may impact how and where products appear on this site including, for example, the order in which they appear. TechnologyAdvice does not include all companies or all types of products available in the marketplace.

      ×