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With Genesys Cloud AI, you can anticipate customer needs, connect them with the right agents, and gain insights that improve service. Its intelligent automation and predictive capabilities empower your team and exceed customer expectations.
Genesys Cloud AI self-service tools enable seamless customer experiences across multiple channels and touchpoints. By analyzing customer behavior and historical data, these tools identify patterns and recommend the next best actions tailored to individual needs.
Explore the key AI-powered self-service features offered by Genesys Cloud below. Click each feature to learn more.
Genesys AI-Powered Self-Service Tools
Genesys Knowledge Services
Genesys Cloud leverages Natural Language Understanding (NLU)—a core component of the Genesys AI platform—to extract information and interpret user intent from text or speech. This capability enables Genesys Knowledge Services to surface relevant knowledge and accurately respond to customer inquiries.
Genesys Digital Engine Bot Flows
Build intelligent bots within Architect and seamlessly integrate them into call, chat, and message flows. Powered by NLU, these bots can interpret customer input and respond with meaningful actions, helping streamline interactions across multiple channels.
Genesys Digital Bot Flows
Create digital bot flows within Architect message flows to automate customer support. Similar to the Digital Engine bot flows, these bots use NLU to understand user input and deliver contextual responses.
Genesys Virtual Agent
Develop conversational bots capable of engaging customers just like human agents. Genesys Virtual Agent supports both voice and digital interactions, enhancing self-service capabilities across various touchpoints.
Why Prioritize Self-Service?
- Boost NPS and reduce customer wait times
- Minimize agent workload by automating routine inquiries
- Extend availability beyond business hours
- Improve first contact resolution and reduce transfer rates
How Does Genesys Knowledge Services AI Help Customers Self-Serve?
Customers often ask the same question in different ways. Genesys Knowledge Services, powered by AI and Natural Language Understanding (NLU), makes it easier to deliver consistent and accurate answers—regardless of how the question is phrased.
With Knowledge Workbench, you can associate multiple variations of a question with a single, unified answer. For example, a knowledge article answering “How do I book my air tickets?” can include related phrasings like:
- Can I book my flight tickets?
- Can I purchase my air tickets here?
- How can I buy my airline tickets?
This approach ensures that customers receive the correct answer even when they use different wording, enhancing the self-service experience and reducing the need for live agent intervention.
Genesys Dialog Engine Bot Flows
Genesys Dialog Engine Bot Flows enable you to design and deploy intelligent bots within Architect, seamlessly integrating them into inbound call flows, message flows, secure call flows, and more.
These bots leverage Natural Language Understanding (NLU) and AI to interpret and process customer input in real time. By automating conversations, you can streamline interactions, reduce wait times, and enhance the overall customer experience.
With Dialog Engine voice bots, you can handle speech-based interactions using natural, human-like language, making self-service more intuitive and effective.
Genesys Digital Bot Flows
Digital bot flows help create digital experiences (which include chatbots for web messengers and social media interactions), whereas the dialog engine bot flows ideally help provide voice experiences.
Digital Bot Flows vs. Dialog Engine Bot Flows
Digital Bot Flows are designed to deliver automated digital experiences, such as chatbots for web messaging and social media platforms. In contrast, Dialog Engine Bot Flows focus on providing voice-based experiences, enabling natural, speech-driven interactions.
Key Differences in Intent Handling
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Creation
- In digital bot flows, intents must be explicitly mapped to reusable tasks.
- In dialog engine bot flows, intents are created and used more flexibly without requiring task mapping during setup.
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Usage
- Digital bots use intents intrinsically, embedded within their structure.
- Dialog engine bots use intents as part of specific flow actions, making them more modular and configurable during voice flow design.
This distinction allows organizations to tailor how they manage automation across digital and voice channels while maintaining consistency in customer experience.
