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▼ 8 Home * My Favorites * Genesys Cloud Fundamentals * News from Genesys Community * Genesys Cloud Latest Discussions * Community Q&A Show * Related Communities Get Involved * Connect with Genesys * Virtual and Physical Events Education & Training * Beyond Training * Certifications & Badges * Webinars Resources * Get Started * CX Evolution * Genesys Cloud Help * Developer Center * Genesys Expert Apps * AppFoundry * Customer Success Support * Recommendations * Product Support Product ×Genesys Cloud Forgot password? New user? Sign up WELCOME TO THE GENESYS KNOWLEDGE NETWORK! YOUR ALL-IN-ONE ACCESS POINT FOR GENESYS RESOURCES. Get started MY FAVORITES Missing your favorites? Please sign-in to view them. -------------------------------------------------------------------------------- GENESYS CLOUD FUNDAMENTALS Log in to Genesys Cloud * STATUS ALL SYSTEMS OPERATIONAL Jun 28, 2024 Jun 19, 2024 Jun 19, 2024 View All * RELEASE NOTES July 1, 2024 View All Features Coming Soon -------------------------------------------------------------------------------- NEWS FROM GENESYS All Announcements Blog Social * 12 HOURS AGO | BLOG PERSONALIZING THE PLAYER JOURNEY IN EGAMING AND SPORTS BETTING The eGaming and sports betting industries are highly competitive. Operators often promote free bets and incentives to entice prospects and build loyalty. Much like other industries, these businesses face three key challenges: keeping players engaged, attracting new customers and differentiating themselves from their competitors. The way to overcome these challenges, operators must offer an experience that’s seamless, personalized and directly addresses their needs to keep players from switching to another operator. In this case, customer engagement becomes player engagement. Player engagement is a crucial factor in the success of online gaming operators. However, many of these organizations still rely on outdated back-end applications that prevent them from implementing artificial intelligence (AI)-powered tools that can detect player trends and create personalized gaming promotions. AI-powered experiences can drive greater engagement with a brand and build brand loyalty among players. To stay relevant and competitive in this fast-paced industry — where many agile, tech-savvy startups are popping up almost daily — organizations must invest in new technology and ways of working to keep up with the changing times, safeguard their existing player base and acquire new customers. Safe Gambling As the gambling industry continues to expand, there’s a growing focus on promoting responsible gambling practices and ensuring compliance with regulatory requirements to protect players and maintain the industry’s reputation. For example, in 2023, the UK’s Department for Digital, Culture, Media and Sport made some significant changes to the Gambling White Paper. As a result, operators are now required to follow additional restrictions to ensure safe gambling practices. This is aimed at reducing the risk of financial penalties or damage to their reputation. This means it has become more challenging for operators to generate revenue due to the new thresholds and checks that are in place. As a result, providing exceptional customer service and player experiences has become increasingly important for gambling organizations to scale, acquire new markets and remain compliant. VIP Gambling Operators focus on ensuring compliance with safe gambling regulations, while also identifying VIP players and increasing the player engagement. In line with the guidelines mentioned in the UK white paper, operators aim to maximize revenue generation by leveraging AI to understand their VIP players’ previous histories, preferences and dislikes — and promoting relevant products that align with their desired customer journey. For example, if a customer usually plays online slot machines, offering free spins or the opportunity to play a different game with free spins would be an ideal way to keep them engaged and satisfied. The organization can also use this opportunity to promote new, diverse player plays within different online games helping to contribute towards increased net-gaming revenue. In general, operators gather data on their customers’ historical activity and store it in a data lake. Then, they use AI-powered tools to determine each customer’s lifetime value. This helps companies map out customer journeys and identify opportunities to increase customer engagement and revenue. By leveraging all available data points, companies can incentivize customers to take actions that lead to greater revenue and engagement, such as offering rewards for completing certain activities in different games. Seasonal Demand The gambling industry offers customers (both active and inactive) the chance to place bets on major sporting events. As these events cater to a wider audience, they generate additional demand that organizations need to prepare for to ensure that service levels are maintained, and customer satisfaction remains high. Examples of such events include horse racing competitions as well as other sporting events like the World Cup or the Super Bowl. Due to the volatility of the traffic, this puts enormous pressure on planning and forecasting teams. Interactions might come from new players inquiring how to cash out or place a bet, alongside the regular interactions from frequent players. AI and Automation in the Gambling Industry The integration of AI in gambling has emerged as a prominent market trend within the industry. As the gambling sector adopts new trends and advanced technologies, AI has become an indispensable tool. With the transition from physical to digital spaces, live dealers powered by AI are now replicating traditional gameplay and interacting with players in real time. AI is revolutionizing the gaming industry by analyzing player behavior and influencing game outcomes. Moreover, AI-powered chatbots are replacing human customer service representatives and analyzing player behavior to enhance support services. Finally, AI technology is addressing the issue of problem gambling by collecting and analyzing data on playing patterns, deposits and outcomes to detect issues early. With vendors’ increasing adoption of AI and its numerous advantages, the market for AI within in the global gaming industry is set to grow significantly. Personalized Player Experiences Much like popular streaming services, which present multiple watchable shows and movies for the consumer to browse through, current gambling operators want to offer a seamless and personalized journey — as quickly as possible — so that consumers can transact and place a bet. It’s crucial to ensure that any games or free plays promoted are relevant to the user to prevent them from becoming bored and leaving the app. This will help to improve the overall user experience and encourage them to stay longer. Technology to Meet Evolving Needs in eGaming and Sports Betting The eGaming and sports betting industry faces multiple challenges — player engagement, data analytics, customer experience and monetization. To keep players engaged and increase their lifetime value, gaming companies can create personalized customer journeys by leveraging the Genesys Cloud™ platform. Genesys Cloud Predictive Engagement uses AI to analyze and proactively engage customers in real time via automated or agent-assisted chat, or make personalized content offers to drive the best next step in their journey. Leveraging Genesys Cloud Predictive Engagement allows operators to increase player play, prevent abandonment and lower the cost to serve — all while improving their customers’ experience by understanding player behavior patterns and triggering precisely timed action. Providing prompt and effective customer service is crucial for any operators to maintain a positive reputation and retain its players. Genesys Cloud allows operators to automate and streamline customer service processes, which helps gaming companies respond to player inquiries and issues quickly and efficiently. Additionally, Genesys Cloud Journey Management provides an end-to-end solution for customer-centric operators who need to visualize, measure, monitor and optimize customer experience, employee experience and business performance. This solution allows operators to focus on the customer’s entire journey as they seek to achieve a goal rather than optimizing single interactions at each touchpoint. To address the issue of problem gambling, operators can use the inherent speech and text analytics capabilities of Genesys Cloud to collect and analyze data within customer interactions. Through such analysis, operators might detect issues early and take proactive measures to address any potential problems. This approach enables operators to act ethically and responsibly, promoting safe play on their platforms. By prioritizing the early detection of signs of vulnerable gambling, operators can act accordingly and ensure that their platform is a secure and trustworthy environment for its players. To address industry fluctuations in demand, Genesys Cloud Workforce Engagement Management provides operators with a tool to anticipate, formulate and supervise agent schedules, allowing for optimal resource use without compromising customer or agent experiences. Furthermore, Genesys Cloud Dialog Engine gives operators a way to mechanize and direct interactions away from the contact center if they don’t require human intervention. This reduces the burden on contact center agents during peak periods. Explore the capabilities you need to create the most value for customers, players and employees in the “2024 contact center buyer’s guide.” And get key questions to ask when making technology buying decisions. Read more * 3 DAYS AGO | BLOG WHY YOU NEED TO ELEVATE YOUR SOCIAL LISTENING TOOLS When you’re facing end-of-life for a tool you need to do your job, approach it as an opportunity to elevate your technology and optimize your processes. Many businesses are in this spot with their social listening and engagement tools. Here’s why it matters. Social listening tools and social monitoring tools give businesses real-time actionable insights into customer opinions, enabling a deeper understanding of target audiences and a path to respond rapidly. By analyzing social media conversations, companies can gauge customer sentiment, identify emerging trends, and gather valuable feedback on their products and services. These tools also help companies manage their reputations by detecting potential PR crises early to mitigate negative impacts. Social media listening plays a big role in customer experience (CX). The tools in use today facilitate proactive engagement, enabling businesses to respond to customer concerns and queries quickly. This level of responsiveness has a positive impact on customer satisfaction and loyalty. It also informs content and marketing campaigns by highlighting what resonates with the audience, ensuring more targeted and effective campaigns. Both types of tools perform valuable roles by helping businesses understand digital conversations about their brands, their brand reputation, and the products and services they offer. And now, change is on the horizon with an announcement about the Salesforce suite of social media listening tools. Why You Should Pay Attention to Social Listening Software Customers are increasingly using social channels to engage with companies they do business with. Not being able to see or respond when they contact or reference you on social media via mentions, tags and direct messages can negatively affect customer relationships or even your brand. In 2022, Salesforce announced end-of-life plans for its Salesforce Studio Suite solution, currently set for November 2024. And once that access is lost, all customer data associated with these accounts is also lost. Social media plays an increasingly important role in creating great customer experiences. Engaging with customers on multiple channels increases brand visibility, improves audience engagement and generates leads. Social media also provides a way to use targeted advertising and discover customer insights. Without a robust social listening solution, you’ll lose out on time-sensitive market insights. Your social response rate also drops. And in this “always-on” world, fast responses to queries are expected. That’s why it’s wise to evaluate alternative solutions to Salesforce Social Studio now. Start with the “must haves” and how you want to improve upon your current solution. Set Expectations for Alternative Social Listening Solutions Artificial intelligence (AI) has driven advancements in all types of technology, including social listening and monitoring. At a minimum, users transitioning from Salesforce Social Studio should expect: Native integration with Salesforce – This enables access to all available customer data in Salesforce and presents it in one view. With centralized data, your social media support team can trace social interactions back to customers and see any previous queries or issues. This also saves time in anticipating customer requirements. Support for multiple platforms – If your business is present on multiple social media platforms, you need to take care of the conversations on each platform — using only one tool. Otherwise, you’ll waste resources and still miss a lot of messages. Social listening – This has become essential to track conversations about your brand along with industry trends, potentially discovering new sales opportunities that you can respond to. For example, you can track select pain points of your target audience and engage accordingly. More importantly, you’ll learn what to avoid and better serve your customers. Sentiment analysis – Understanding what a customer feels when they mention your business or post a comment, enables you to reply to them in a language and tone that appeals to those feelings and demonstrates empathy. Go Beyond the Basics with Radarr by Genesys New technology enables businesses to be more proactive than reactive with social listening. Radarr by Genesys, an AppFoundry® solution, uses a powerful machine learning and AI algorithm to process millions of online conversations every day. In addition to helping you tune into the conversations your audience is engaging in, it also monitors their health and runs in-depth sentiment analysis on the same conversations. This gives you deep insight into how your audience perceives your brand, how your marketing and advertising campaigns are working, and action you can take to optimize campaigns for better results. Along with the essential capabilities of a modern cloud solution, Radarr provides the benefits of the strategic partnership between Genesys and Salesforce. As organizations rely on Salesforce for both sales and service, customer experience has become increasingly critical across all channels of engagement. That’s one reason why the Genesys integration with Salesforce is so important to social listening and monitoring. It offers pre-built integration for Radarr that makes it easy to enhance existing Salesforce implementations. This support for a seamless and consistent customer experience includes the flexibility to use Radarr inside either Genesys or Salesforce. Extend Business Value to More Teams Typically, social listening and monitoring solutions have lived in the marketing side of a business. That’s still important to be able to inform content and marketing strategies by highlighting what resonates with an audience, which supports more targeted and effective campaigns. But now, social listening is becoming a valuable part of the customer care function. In fact, some customers will reach out about an issue on social media first before ever entering a traditional contact center channel. Part of this is due to a preference to engage over these channels, while another is a perception that they’ll get a faster response if voicing concerns over a public-facing channel. As a result, it can be a major benefit to address these concerns before a customer calls in, handling an issue on a more cost-effective channel but also earlier to reduce frustration. Overall, a more comprehensive view of your customers enables you to deliver better experiences, while getting a better sense of their overall customer journey. Radarr improves efficiency as you extend your use of the tool. It brings social listening capabilities so that posts needing a response can be routed to an agent through the same interface used for voice, email or any other channel. This streamlines access to data via a single agent workspace, reducing the time spent moving between applications. Other Radarr advantages include: Easy two-way integration and authentication that lets you pull required fields from Salesforce to the Radarr Social Media Response tool. This makes it convenient for social media and support teams to access data and take quick action. Automatically fetch and sync messages – Push all complaints and queries to Salesforce, where you can manage every support request for collaboration between support and sales teams. Tailor analytics using multiple sets of criteria, getting a pulse for trends and also early detection to spot potential global issues your customers might be facing. Translate messages as they come through from one language to another, helping to decipher which messages might need a response. Manage Social Conversations and Build Customer Loyalty Maintaining a competitive edge requires a deep understanding of your customers, and there are many sources of data for capturing those insights. Today, companies depend on social for answers, supported by social monitoring and listening tools that work across multiple platforms in multiple languages. As Salesforce Social Studio hits end of life, Radarr by Genesys offers the critical functions needed in your transition — with all the advantages of the Genesys and Salesforce partnership. When you listen to what your audience says, and discover the emotion behind those conversations, you’re able to build a more satisfied and loyal customer base. Interested in learning more about how to leverage Radarr by Genesys for social media management? Check out Radarr on AppFoundry to start a free trial and for additional details. Read more * 1 WEEK AGO | FACEBOOK Our 𝙉𝙀𝙒 generational report shows that from ✨Boomers to Gen Z,✨ different generations bring different #CX expectations and preferences to the table. And 65% of consumers agree that #CustomerService is one of the most important factors when considering a purchase. Companies today need to meet each consumer's expectations to ensure success. 👑 Treat your employees and customers like royalty: https://gsys.cx/3VTnvOt Read more * 1 WEEK AGO | BLOG UNDERSTANDING YOUR ROLE IN THE EU AI ACT AND DORA COMPLIANCE The European Union’s ambitious Digital Strategy aims to address some of the most pressing business challenges today, including digital sovereignty, data privacy and cybersecurity, fair competition, as well as addressing the digital divide. The strategy is designed to raise the bar globally on how to regulate digital markets, ensuring fundamental rights of individuals are at the center. This has a significant impact on companies operating in Europe, especially cloud-based service providers. A key component of the strategy was introduced in May 2018 in the form of the EU General Data Protection Regulation (GDPR), which required many organizations to overhaul their compliance strategies, investing considerable resources to develop robust privacy programs. Now, with both the EU Artificial Intelligence Act (AI Act) and the EU Digital Operational Resilience Act (DORA) on the horizon, we can recall some valuable lessons learned from our GDPR experience to guide us through this new regulatory landscape. While some aspects of these new regulations are specific to the financial sector, they will indirectly impact any businesses that interact with banks, including insurance companies, investment groups and pension funds, among others. These financial companies will mainly bear the burden of overhauling their approach to risk management, incident reporting, third-party assessment and audit, as well as data governance and business continuity. To better understand what this means for a cloud-based services company like Genesys and its customers, let’s look at some key lessons learned from the GDPR implementation and how these lessons help companies comply with the AI Act and DORA. Defining GDPR, the EU AI Act and DORA EU GDPR The GDPR is the world’s most renowned data protection regulation. It sets the rules for how organizations that conduct business in Europe or process EU data should handle this information to ensure that the rights and freedoms of individuals are respected. EU AI Act The AI Act is designed to govern the development, use and market placement of AI systems in the EU. It aims to ensure AI systems are safe, transparent and respectful of fundamental rights, setting rules for data governance, oversight and high-risk AI systems and applications, such as those used for remote biometric identification; emotion recognition; systems used to determine access to education, employment, and the receipt of essential public services for migration-related tasks. It also applies to applications used by or on behalf of law enforcement agencies. DORA DORA aims to enhance the operational resilience of the EU’s financial sector against cyberthreats and security incidents. It establishes a comprehensive risk and security framework to ensure that banks, insurers, investment firms and other similar organizations can safely rely on digital service providers to maintain market stability. DORA’s obligations apply to both financial companies as well as Information and Communication Technologies (ICT) providers like Genesys. 4 Key Lessons for Compliance 1. Know, Map and Protect Your Data Compliance begins with understanding the types of data you collect and process. The GDPR taught organizations key principles for collecting and processing data, including transparency, lawfulness of processing, data minimization, purpose limitation, and data security measures. These principles help us identify what data an organization has, why it’s gathering that data, how that data will be used and how to ensure it remains secure. By following these principles, organizations gain knowledge of data assets and understand the scope of their duties toward clients, how to use this data and in which instances, as well as the parameters to delete data, and how clients’ can access or prevent the use of their data. The Genesys Cloud™ platform was built with flexibility that enables our customers to determine how they want to use the platform and adapt the data input accordingly. Transparent data practices powered by the GDPR allow Genesys to provide customers, partners and vendors with the tools to meet the obligations established in the EU AI Act regarding data mapping, data sources and training data requirements. In regard to DORA, financial services companies need to know the type of customer data processed by their ICT providers, as well as when those providers rely on third parties for data-processing activities. They also must know through which applications or platforms the providers are accessing the data. 2. Assess and Amend Your Contracts Contractual management is a critical component for security, data processing and risk management. Following GDPR compliance requirements, Genesys set up and re-engineered contract clauses to ensure security, confidentiality and transparency. In that logic, both DORA and the AI Act require clear data processing instructions, proper risk assessments, proportional security measures and diligent incident reporting within agreements, particularly between financial entities and technology vendors. 3. Test and Level Your Security Security is paramount in the cloud services. GDPR emphasized the need to assess and ensure the proper level of security for data processing activities as per their scope and means. Genesys Cloud meets these requirements by design and by default. DORA and the EU AI Act also prioritize security, requiring rigorous testing and balancing of technical measures against potential risks to user rights. 4. Raise Awareness It’s vital for organizations and their employees to know to what extent a regulation applies to them and understand their role in that context and adherence. Genesys employees have completed training on security and compliance topics, including data protection and privacy. This training, initiated under GDPR, ensures employees are equipped to handle personal information and data correctly. As DORA and the AI Act take full effect, our workforce will be trained on these regulations to maintain compliance and integrate them into our holistic compliance strategy. Maintaining Compliance with EU Regulations Leveraging our experience with GDPR compliance positions Genesys to effectively meet EU AI Act and DORA requirements. By understanding the amounts of data we handle, updating our contracts, rigorously testing security measures, properly assessing third parties and raising awareness among our employees, we can ensure that our operations remain compliant — and our clients’ interest and legal duties are duly met. While the immediate impact of these regulations predominantly stays in Europe, our worldwide operations will allow us to scale this effort globally across our organization to offer the provision of services under this gold standard of conformity. Our teams will keep customers and partners updated on adapting to these regulations. Genesys experts can address any specific questions you have. Learn more about Genesys Cloud security measures today. Read more * 1 WEEK AGO | BLOG TOP 4 FACTORS FOR EVALUATING A CCAAS PLATFORM To gain the most value from customer experience (CX) transformation initiatives, businesses are moving from outdated on-premises systems to flexible cloud-based Contact Center as a Service (CCaaS) solutions. But major differences among top platforms impact business outcomes, the decision process can get bogged down. Here are four core criteria and points of comparison of a CCaaS platform helps sort out your choices and reduce any hesitancy to avoid more technical debt and missed opportunities for customer satisfaction. 1. Cloud Native vs. Bolted Together Born in the cloud or “cloud native” indicates that the platform was developed in a modern cloud environment, using the same architectural principles for all its components. You’ll find this approach with many well-known brands, especially in the B2C space, such as Facebook, whose platforms were built the same way from Day One. Now cloud native has become a necessity for B2B in this era of artificial intelligence (AI), with distinct advantages that give businesses the agility to quickly adapt to market dynamics and support both customer demand and employee needs. Built on open standards and technologies, a cloud native platform enables greater interoperability with other systems, more flexibility, and easier integration with various systems and services. It’s also transparent in terms of code, security practices and development processes. This supports collaboration among users and developers, as they’re able to build, test and deploy new applications and services rapidly using a variety of tools and technologies. Bolted Together Without a Common Code Base Over the years, many enterprise cloud platform providers acquired different technologies and bolted them together. They take parts of legacy, on-premises platforms and re-architect and rebuild them to support cloud systems. Cloud platforms that aren’t built as a total infrastructure limit the potential value you’ll gain — and how quickly you’ll make those gains — because of all those different technologies. A bolted-together design is more time-consuming to implement and manage, adding complexity to ecosystems, and slowing time to value as it requires more resources. And that complexity has costs associated with it. For example, you’ll unnecessarily increase the costs of retaining customers and supporting growth with over-provisioned resources and an inefficient architecture. Born in the cloud offers a powerful innovation pipeline that renders the concept of product releases a thing of the past. With its common code base, businesses benefit from the continuous delivery of innovation across all areas of the business, including digital, AI and workforce engagement. These innovations contribute to differentiated and great customer experiences because you can respond faster to market changes, security challenges, customer needs and cost pressures. 2. All-in-One vs. Integrating Point Solutions A unified platform seamlessly integrates voice, digital channels and workforce engagement management into a single, easy-to-use solution that’s more efficient and valuable to your business. It reduces complex and hidden costs because there aren’t additional fees for every capability needed as business grows. All your teams benefit from cost savings. By eliminating multiple complex systems integration projects, an all-in-one platform frees technical resources from ongoing updates and other maintenance tasks, also reducing the risks of human error. Managing all aspects of customer service operations in one place enables flexibility. It’s easier to create customer interactions based on complete access to all data, as well as integrated tools that use that customer data to surface insights at the right moment. This real-time capability makes it easier for agents to deliver optimal customer service. It also supports supervisors who can effectively manage agent performance and offer training opportunities to continually improve service. An all-in-one platform should include extensibility with many APIs. These APIs enable easy integration with other systems and tools — and easy customization. Look for critical APIs that support GDPR compliance, and your voice systems and billing systems. This built-in adaptability helps businesses take full advantage of the innovation potential of the all-in-one design. Challenges of Integrating Individual Point Solutions When a business needs specific functionality that’s not included with a platform, it must integrate add-on point solutions. The limited feature set of the platform is an early warning of a general lack of adaptability and agility — even when they address specific business needs. Complexity: Non-native solutions come with unique maintenance requirements, adding technical complexity and creating a drain on limited resources. Unpredictable costs: Multiple integrations include new pricing systems. Costs, such as those related to voice in high-volume environments, become unpredictable. Extra expenses during peak seasons can vary from month to month, wreaking havoc on budgets. Connectivity and reliability: New integrations bring their own issues, such as unproven reliability, different ways of handling functions that change expectations and an uncertain impact on customer engagements. Essential business systems that are consolidated on a single platform streamline operations, reducing technical debt and overall costs, with less risk to the employee and customer experience. 3. Native AI Integration vs. Plug-Ins AI fosters innovation and offers a competitive edge by enabling faster development of new features. On a platform designed with native, embedded AI, you’ll have specific customer service use cases that set you up for quick success, such as real-time insights, automation and personalized experiences. Getting the most out of AI requires real-time access to all sources of data, no matter the format or channel of origin. Doing that requires platform integration with many channels and solutions — and not isolated and independent solutions serving each channel. That plug-in approach can result in gaps or slowdowns to customers and therefore, your business outcomes. Native AI integration enables businesses to operationalize data in a way that makes it instantly useful. For example, the ability to make data-driven decisions in real time lets you give customers faster and better targeted services no matter how they engage, enhancing their sense of a channel-less experience. This data also empowers employees who are provided with the context they need to deliver those positive experiences. These capabilities are core to effective AI-powered experience orchestration, which enables you understand, measure and optimize every step of a journey. Alternatively, relying on a plug-in, general-purpose AI platform incurs several costs due to third-party investments. It’s more than monetary. There’s the time it takes to evaluate other providers and solutions, manage the relationships, and evaluate the potential security risk to data. Native integrations bypass these costs and risks entirely, saving your team time and potential headaches. Overall, native AI integration transforms cloud platforms into more responsive, adaptive and intelligent systems, which is crucial for modern business success. This includes providing personalized and predictive services so that you can design customer journeys that align with business goals. Experience Orchestration Made Easy Experience orchestration helps businesses reduce the cost of operations and increase customer loyalty for long-term growth. It does this by creating efficient, effective and empathetic customer and employee experiences. When built on a cloud-native platform, experience orchestration is powered by conversational, predictive and generative AI. This enables the automation, augmentation and continuous optimization of previously static and inefficient experiences. With the flexibility to tailor customer service interactions and optimize journeys, each touchpoint can align with a brand’s identity and customer expectations. It’s advanced orchestration for real-world business challenges. 4. Trust the Platform and the Provider When you’re choosing a cloud platform provider based on business outcomes you want to achieve, there’s also important elements of trust to consider. The platform must securely manage and store sensitive data from multiple sources, ensure uptime and availability, and protect against cyber threats. This ensures data integrity, compliance with regulations, and proof of reliable performance, all of which are essential for maintaining business continuity, customer confidence and overall operational success. But trust goes beyond the technology. It’s also about the quality of expertise and how well the vendor’s staff and partners work with your teams to fill the skills gaps required for success. Overall confidence in the cloud contact center vendor and their ability to support you reduces risk at every point in your implementation. The building blocks of a trusted relationship include: Public validation: What are others saying publicly? Industry recognition and adherence to standards is important, as well as public reviews from satisfied customers and the support services they received. A proven track record of customer success might include rapid value realization, indicating a focus on driving customer success. Top-notch expertise: Professional services organizations can be lifesavers. Their role in providing technical and advisory consulting helps businesses navigate complex deployments and achieve customer experience goals. This expertise should be available and active during onboarding, deployment and optimization. Transparent, fair and flexible pricing options: Today, complex pricing structures are often a red flag. For example, voice service usage charges might vary dramatically between inbound, outbound, audio and web interactions – with separate charges for the communication service. Sustainability practices: These are growing in importance to consumers. Look for vendor rankings on the industry-standard CDP Management Sustainability scorecard to validate a commitment to creating a positive impact on the environment, and alignment with your corporate values. AI ethics: Perhaps most important to trustworthiness, your platform vendor should follow strict guidelines that safeguard businesses when applying AI – including adherence to data standards and addressing bias in designing, developing and deploying solutions. Transparency gives insight into how algorithms are applied, enabling comprehension of operational impacts while maintaining control over the outcomes. Implementation of a cloud platform requires a partner you can trust and lean on throughout your adoption lifecycle. Take the time to thoroughly evaluate all the elements of a trustworthy partner. Find a CCaaS Platform to Meet Your Goals Ask a lot of your cloud platform. It can and should support the operational initiatives and goals that will give you a competitive advantage. Once you’ve evaluated the contenders based on these essential top-level factors, take a deep dive into specific platform capabilities. Learn how the Genesys Cloud™ platform allows you to ease administration, minimize your tech footprint and empower your teams to stay ahead of evolving markets — and the competition. Request a demo today to see for yourself. Read more * 1 WEEK AGO | FACEBOOK 📣 We've partnered with Lighthouse Works to create more career opportunities for the blind and visually impaired in contact centers! EquiVista by Lighthouse Works leverages AI-powered experience orchestration to provide an accessible interface for #GenesysCloud, providing: ✅ The ability to automate repetitive behaviors ✅ Streamlined workflows for improved efficiency ✅ Hotkey support for simplified control And more! Learn more about how EquiVista is changing lives and creating job opportunities: Read more * 1 WEEK AGO | BLOG WILL AI ELIMINATE JOBS OR IMPROVE CONTACT CENTER EFFICIENCY? If you’re waiting to see how artificial intelligence (AI) is changing the way we work, there’s no need to. It already has. Just a quick search about AI in the workplace, and you can scroll through results of “Will AI steal my job?” and “fears of being obsolete,” showcasing increased anxiety about the technology in the workplace.This article was written by Marli Tucker, Content Specialist at Kore.AI, a Genesys AppFoundry Partner. If you’re waiting to see how artificial intelligence (AI) is changing the way we work, there’s no need to. It already has. Just a quick search about AI in the workplace, and you can scroll through results of “Will AI steal my job?” and “fears of being obsolete,” showcasing increased anxiety about the technology in the workplace. With situations like CEOs replacing 90% of support staff with chatbots or major companies like Samsung enforcing strict measures against employees because of a ChatGPT data leak, it’s reasonable to feel a bit uneasy about the role of AI in our workplaces. Should We Use AI in the Workplace? A recent study from the American Staffing Association (ASA) highlights that one in three Americans are already using AI in their jobs. That’s a big change from how people felt about AI just a few years ago. Generative AI, in particular, has some incredible benefits for the workplace that are worth exploring, like making difficult jobs easier and more pleasant for employees. For enterprises, generative AI could add the equivalent of $2.6 trillion to $4.4 trillion annually across 63 use cases. The Problem with the Current Use of Workplace Tech Without a doubt, technology already has a major influence on our work habits. It controls how, where, and how fast we can work. From enabling remote work to video chat and conference tools, tech has transformed our everyday and professional lives. As new AI tools are introduced to help us at work, does this new tech make work more pleasant and efficient — or is it causing stress and reducing job satisfaction? Common Workplace Tech Problems: Too many tools, not enough time: Managing several different apps wastes valuable time and creates information overload. Outdated software: Laggy, clunky programs make even simple tasks frustrating. Specialized tools often rank the worst in terms of performance. Work that’s mundane: Employees crave challenging tasks, but many tools bog them down in repetitive work. Gen Z woes: This tech-savvy generation expects smooth, user-friendly tools, and they’re not impressed with systems that don’t meet this. How to Use AI for a Better Workplace While outdated tools cause frustration, there is a way to work smarter, not harder. As a support tool, not a replacement, AI can automate mundane or specific tasks like data entry or scheduling, freeing employees to focus on what they do best: strategic thinking, problem-solving, and relationship building. By embracing AI as a supportive tool, we can create a work experience where employees feel valued while maximizing their skills. Benefits of Using AI as a Support Tool: Free up time: AI automates repetitive tasks like data entry, scheduling or report-generation. This frees up valuable time for employees to focus on higher-level activities that require creativity, strategic thinking and problem-solving skills. Boost efficiency: AI can analyze vast amounts of data sets to identify areas for improvement in workflows or predict potential roadblocks. This empowers employees to make informed decisions and complete tasks more efficiently. Personalized support: AI-powered tools can recommend relevant training paths based on each employee’s needs and goals. This fosters continuous learning and career development, keeping them engaged and motivated. Improve communication: AI-powered chatbots can answer basic questions and troubleshoot issues, freeing up HR or IT staff to handle more complex inquiries. This allows for faster and more efficient communication within the organization. Reduce workload: AI can support a better work-life balance for employees, leading to less stress and burnout. This creates a more positive and productive work environment. Overall, AI acts as a valuable colleague for employees, allowing them to focus on their strengths and contribute to the organization in a more meaningful way. This translates to a more positive employee experience, increased productivity, and improved business outcomes. Why AI Might Be Right for Your Business In the end, it’s not just about having the latest technology; it’s about having the right technology to add value to your employee experience. That’s ultimately the best way to get a more engaged, satisfied, and productive workforce. As AI evolves, it’s understandable to question its role in the workplace. That means making sure businesses adopt AI solutions that are safe and responsible. Genesys AppFoundry® partner Kore.ai integrates seamlessly with the Genesys Cloud™ platform. With Kore.ai, you can: Automate guidance in over 100 languages. Use a conversational IVR system that feels like a real human interaction. Have 24/7 customer service and support with advanced self-service capabilities. Use a fully customizable natural language understanding model that includes options for using large language models (LLMs) from OpenAI. To learn more, see the Kore.ai solution in the AppFoundry Marketplace check out these resources: Use AI-powered IVR with Kore.ai Gateway Improve Agent Experiences with Kore.ai AgentAssist Manage high volume with Kore.ai Automation Read more * 2 WEEKS AGO | BLOG USING AI IN CUSTOMER SERVICE TO CULTIVATE TRUST, NOT FEAR As the rise of artificial intelligence (AI) promises to transform the arenas of business, the arts and pretty much everything else, its implications for the future of customer experience (CX) continue to drive both excitement and concern. Consider the results of a new Genesys study, conducted in late 2023 among 1,000 surveyed US consumers, called “Humans and AI in unison: Driving the new era of CX.” Among its many findings, it shows that approximately 72% of US consumers fear the growing adoption of AI-driven automation will make it increasingly difficult to reach a human agent. The worry reflects an old dilemma in the world of CX — namely, the tension between organizations prioritizing the efficiency and cost-effectiveness of increased automation and consumers yearning for the human touch that characterizes memorable and satisfying customer service. But as bots get smarter, augmented with increasingly human-like characteristics made possible by generative AI, will that old dilemma hold true? Or will organizations that use AI properly prove to consumers that humans and AI can live (and work for you) in unison? The Basis of Consumer Concern The trajectory of AI in customer service has not been without its missteps. To date, many customer-facing AI solutions have been rudimentary at best, offering limited automated responses that often failed to grasp the nuances of customer needs. These early systems, exemplified by low-end, poorly programmed chatbots and “please press 1, 2 or 3” limited IVR decision trees, continue to be deployed by some organizations and continue to frustrate their users, unable to handle anything beyond basic queries. Such experiences have led to some deep-seated skepticism among consumers, wary of replacing the expansive, empathetic capacities of human intelligence with subpar mechanical copies. Anyone who’s used live chat support over the last decade can understand the skepticism. Who doesn’t get frustrated with chatbots that loop through the same set of questions without progressing toward a resolution? The Genesys report proves this wariness is a real concern when it comes to the increasing use of AI for CX, with a substantial majority voicing concern over more automated hurdles getting in the way of accessing customer support from fellow human beings. The fear is clearly not just about a lack of warmth or empathy of a bot, but a genuine concern for the effectiveness and efficiency of service outcomes. As AI becomes more prevalent in customer service interfaces, these findings pose a critical challenge for the next wave of development: ensuring that increasing automation truly lives up to its promise of enhancing, rather than hindering, both CX quality and efficiency. Generational Perspectives on AI Attitudes toward AI in customer service vary significantly across different age groups, reflecting a diversity of experiences and expectations shaped by each generation’s degree of interaction with digital technology. Here’s how worried the various generations feel about the possibility that increased AI adoption will make it impossible to reach a human agent, expressed as a percentage of each cohort sharing the concern: Gen Z: 55% Millennials: 66% Gen X: 76% Boomers: 88% Total average: 72% For baby boomers, there’s naturally a pronounced preference for direct human interaction, valuing personal connection and often perceiving AI as a barrier to effective communication. In contrast, millennials and Gen Z exhibit a more welcoming stance towards AI tech. It might be that these digital natives are accustomed to the speed, efficiency and availability that AI can offer. And Gen X sentiments, predictably, fall in between their boomer parents and their younger cousins. However, the report overall suggests a growing acceptance of AI solutions in customer service as these technologies evolve. By 2030, for instance, half of all consumers surveyed anticipate they won’t care whether they’re interacting with a bot or not. And 73% of Gen Z feel this way. All cohort majorities, aside from boomers, believe that consumers will come to embrace AI-powered bots: Gen Z 73% Millennials 61% Gen X 52% Boomers 42% However, there’s a bright side here for organizations hoping to embrace the potential of AI for customer-facing CX: all generations agree (72% overall) that as long as their issues are resolved efficiently, they don’t care if it’s done by a human or a virtual agent. The Impact of “Dumb Bots” on Consumer Perceptions In the lexicon of CX tech, “dumb bots” refers to early iterations of AI — if they can be charitably called such — that are programmed to handle only a very limited set of scripted decision-tree interactions. These rudimentary bots lack true machine learning (ML) capabilities, lack natural-language understanding (NLU) and can’t understand interaction context, let alone emotional nuance. All of this leads to significant limitations in handling anything beyond straightforward queries. For example, a customer seeking assistance with a billing error might find themselves caught up in an endless string of irrelevant automated responses, as the bot fails to recognize or escalate the issue appropriately. Such experiences — of interaction flows that don’t really flow — have profoundly affected consumer perceptions and trust in the use of AI for front-end customer experiences. There’s likely less concern, or awareness, when it comes to the bulk of powerful backend AI technologies, such as speech analytics, customer journey management, agent copilots, predictive routing and predictive engagement. When dumb bots misinterpret customer intent or repeatedly fail to resolve issues, they not only waste users’ time but also diminish their patience and trust in the company’s support capabilities. This has led to the current situation — where the mention of AI in customer service tends to evoke memories of frustrating, futile interactions rather than bright hopes of efficient, streamlined support and problem solving. These early-model bots have set a low bar for customer expectations. The dissatisfaction stemming from interactions with dumb bots has left a lasting impression, making many consumers skeptical of any AI’s ability to understand and effectively respond to their needs. This skepticism poses a significant challenge for businesses aiming to integrate more sophisticated AI solutions that genuinely improve service and support. The Promise of Smarter Bots Using Generative AI The dawn of generative AI represents a significant leap forward from the early, more rigid forms of artificial intelligence that once dominated customer service landscapes. Unlike its simple-minded predecessors, generative AI uses adaptive machine-learning models to generate original responses and content in real time, based on a vast amount of training data. This allows it to understand context, adapt its responses and provide more relevant and nuanced answers to customer inquiries. For example, if a customer inquires about a complex billing issue, a bot imbued with generative AI can analyze similar past interactions and current policy information to offer a personalized, novel and informed solution. The evolution of smarter AI bots — those powered by ML, NLU and ever-evolving generative AI technologies — promises to bridge the gap between the efficiency of automated services and the nuanced understanding typically associated with human agents. These advanced systems are designed to interpret the subtleties of human language and respond in ways that are both appropriate and contextually aware, thereby enhancing the quality of customer interactions. The potential of generative AI to manage more complex queries effectively (and even, in some cases, passably simulate human empathy) means it can serve as a first point of contact without immediately triggering the frustration associated with earlier forms of AI self-service. Moreover, the adaptability of truly ML-driven, AI-powered bots allow them to learn from interactions, continually improving their accuracy and effectiveness. As these systems become better at handling a wider range of customer needs, the old fear of the human touch succumbing to automation may indeed diminish. Expanding on the latest powers of ML, new AI-powered experience orchestration platforms are combining automated efficiency with the nuanced understanding that was once the sole domain of human agents. Through an integrated suite of AI capabilities, including native voicebots and chatbots, these platforms orchestrate seamless, personalized customer journeys that adapt in real time to the evolving needs of each customer. Such systems not only respond with high relevance based on the current interaction but also draw from an extensive analysis of previous engagements, ensuring that responses are both accurate and contextually enriched. This sophisticated orchestration will increasingly incorporate virtual agents powered by generative AI. As these bots evolve, they’ll learn to interpret and respond to the subtleties of human communication with greater fidelity, making interactions increasingly fluid and reducing the once stark distinctions between human and machine responses. Consequently, businesses will be able to deploy these advanced bots to handle complex inquiries with a level of empathy and understanding that — probably sooner than we think — will closely mirror that of good human agents. Bridging the Gap with Consumer Education Transparency is crucial in fostering trust and acceptance as AI becomes ever more integrated into the foundations of customer service. Businesses must be upfront about the use of AI, clarifying when interactions are AI-driven and what consumers can expect from these encounters. According to the new report, 63% of people believe they can detect a bot immediately, and 80% say there should be a mandatory notification alerting them if they are speaking to an AI-powered bot or digital assistant instead of a human (and, by the way, the majority agree they’d prefer the bot’s voice to be Morgan Freeman’s). This statistic underscores the importance consumers place on understanding who or what is on the other end of their inquiries. So, while your organization might pride itself on using AI that’s so good it fools customers into thinking they’re dealing with a human agent, such opacity could simply end up sowing further distrust. To bridge the knowledge gap between AI capabilities and consumer expectations, businesses should invest in educational initiatives that highlight both the benefits and the limitations of AI. For example, informative guides or FAQs can be provided on websites and apps, explaining how AI is used to enhance service and the measures in place to ensure quality and, especially, consumer data privacy. These educational efforts can help demystify AI technology for the average consumer, making the technology’s role and benefits more tangible. By educating consumers, businesses not only enhance the overall experience but also alleviate concerns, leading to greater acceptance and satisfaction. Of course, you won’t know for sure until you try. Create sufficiently impressive AI-powered experiences, and it’s a safe bet that the bot-traumas of the past will be forgiven pretty quickly. Looking Forward As AI technology advances, future integrations are poised to further alleviate consumer concerns. One promising development is the continued enhancement of AI “humility,” or systems that can recognize when a query exceeds their processing capabilities and then seamlessly escalate it to human agents. Such safeguards can reduce AI “hallucinations” (a problem seen in some current generation AI models, which can make things up that sound plausible enough, even if they aren’t, and seem to prefer doing that than admitting when they’re stumped). These systems can also help route inquiries more efficiently, giving complex or sensitive issues directly to the humans who can provide the necessary empathy, comprehension and problem resolution. The new study shows that consumers still do greatly value the human touch in customer service, particularly in scenarios that require deep empathy or complex decision-making, with six out of 10 consumers being more comfortable sharing personal information with a human agent than a bot. As we move forward, the key will be to leverage AI as a tool for human empowerment — enhancing the capabilities of human agents and enriching the customer experience. Creating a healthy, harmonious ecosystem of AI efficiency and human empathy is the key to advancing customer service standards while maintaining trust and satisfaction. By creating and continually refining the ideal mix, businesses can cultivate a customer service environment that not only meets the demands of today’s digital-first consumers but also preserves those personal touches that build lasting loyalty and trust among all demographics. Today, as always, the future of customer service continues to lie in finding the right balance between technological innovation and human empathy — a future where virtual and actual agents work in tandem to help orchestrate more efficient and personalized experiences that boost customer loyalty and inspire greater trust in your brand. To delve deeper and explore how to strike the right balance for your organization, you can read the full report here. Read more Load More TOP * * * * * * About Genesys Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Copyright © 2024 Genesys. All rights reserved. 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