![Q: Please indicate your
preference for each of the
following types of customer
service interaction channels
[Percentage point (pp) difference between Gen
Z/ millennials and Gen X/boomers.]
Source: Generational Dynamics and Experience
– Genesys © 2024
END
CUSTOMERS
EXPECT CHOICE
LET’S GET DIGITAL](https://image.slidesharecdn.com/mastercxwithai-poweredexperienceorchestrationmarch2025-250321083245-be823a4b-250328183408-21f9b070/85/Autodesk-Inventor-2024-Crack-FREE-easy-version-14-320.jpg)
Autodesk Inventor 2024 Crack FREE easy version
- 1. Master CX with AI-Powered Experience Orchestration Kyriakos Kyriakopoulos, Senior Solutions Architect, Uni Systems
- 2. Contact Center Experience 65% of customers say that just one bad customer service experience is enough to push them over the edge and make them switch to a different brand. Contact center experience refers to how customers feel about their interactions with a brand’s contact center. Customer Experience (CX) is the overall perception customers have about a brand, resulting from the interactions with the brand’s products or services.
- 3. Biometrics - MFA will replace security questions. How customers answer a security question will confirm their identity. Smartphone functions or voice biometrics will protect customers. Contact Center Predictions
- 4. Robotic Process Automation (RPA). Less human error, reduced wait times, and more reliable service. The freedom for agents to focus on more complex calls or follow up individually with customers. Higher agent engagement and satisfaction Contact Center Predictions
- 5. The contact center as a profit center. The contact center can be a source of important business insights such as industry trends, competitor actions, fraud issues, top performing agent traits. Contact Center Predictions
- 6. Agent experience will grow in importance. When agents can perform at their best, customers benefit from better issue resolution. Contact Center Predictions
- 7. Contact Center Forecast Assumptions The growth of online purchasing and digital engagement is projected to drive a 16% increase in customer service interaction volume from 2025 to 2029 Changing customer preferences that would have previously required live agents will result in a shift of an additional 10% of interactions toward self-service options by 2027 AI will contribute to productivity improvements and a decrease in agent demand by approximately 2% annually from 2025 through 2027. GenAI capabilities that replace customer service representatives will result in agent reductions of 3% to 4% or more annually, starting in 2027
- 8. “By 2028, 30% of Fortune 500 companies will offer service only through a single, AI-enabled channel that allows communication through text, image and sound.” - Gartner®, “Predicts 2025: Voice-Based Customer Service Isn’t Going Anywhere", Patrick Quinlan, Brad Fager, Emily Potosky, Christopher Sladdin, Jason Bridge, Kim Hedlin, 6 December 2024.
- 9. What Customers want. Channel Choice Communication options, like text (SMS) and email, that mirror their everyday lifestyles. Seamless experiences Move across channels within the same interaction without having to repeat themselves or start from scratch. 24/7 Support Solve their own problems without interacting with agents even after hours Less time waiting "I like to wait a long time in queue," said nobody ever.
- 10. Automation Augmentation Personalization Optimization Maximize the use of virtual agents Assist employees with in-the-moment content and support Dynamically create personalized and empathetic experiences Continuously analyze and improve CX/EX
- 11. Customers Customer-facing Employees Back-office Employees Connected Channels & Systems of Engagement Connected Platforms & Systems of Record
- 12. Orchestration Engine AI-RECOMMENDED ACTION: Transfer to Premier Service Agent CUSTOMER: INTENT: SENTIMENT: PRIORITY: LTV: James Allen Restore account Negative 1 $560,000 Right Context Right Expertise Right Language Right Availability Premier Service Agent Bot Great Experiences Require Experience Orchestration Real-Time Customer Activity Website Social Media SMS In-App Chatbot Email Brick & Mortar ERP CRM Customer Information Front-Line Agent IT Agent Phone YOUR VIP CUSTOMER Operations NO Frustration NO Repeated Information Fast Resolution Customer Information Context about Journey Matched Expertise
- 13. Confidential I 2025 “Digital channels unlock AI.”
- 14. Q: Please indicate your preference for each of the following types of customer service interaction channels [Percentage point (pp) difference between Gen Z/ millennials and Gen X/boomers.] Source: Generational Dynamics and Experience – Genesys © 2024 END CUSTOMERS EXPECT CHOICE LET’S GET DIGITAL
- 15. Source: Generational Dynamics and Experience – Genesys © 2024
- 17. Learn Learn as behavior changes - optimizing outcomes dynamically. Act Automatically trigger activities to digital touchpoints & beyond. Understand & Predict Predict customer intent, outcomes & the moment of truth to engage. Predictive Engagement - Empathy in Action Who are you? When is the best moment to reach out? What do you need? How should I treat customers like you? How can I help you? What have you been up to? How can I Optimize outcomes & deliver great CX? Observe visitor behavior to know who to engage with now & who can wait. Listen
- 18. Genesys Predictive Engagement Service Boost agent productivity & cut contact center costs Proactively resolve issues with efficient, automated bots, web chats / messages offered in the moment of need. Empower agents with context: cross-channel interactions, journeys, segments & outcome scores. ↓ customer effort, ↑ FCR & wkfce efficiency, ↓ service cost Sales Never miss an online conversion opportunity Gain the customer context you need to close the sale. Know who to engage with, when to engage and what to offer precisely when it matters. Then trigger the action that drives conversion. ↑ sales revenue, ↓ cost per lead Marketing Personalize interactions & remove attribution blind spots Orchestrate campaigns with an understanding of contact center activity Attribute visitor behavior & engagement activity to more accurately measure campaign performance. ↑ ROMI, aligned & effective omnichannel engagement CC Operations & IT Deliver AI-powered omnichannel orchestration Cross-channel insights and personalization. Proactive, automated engagements with real-time orchestration across voice & digital channels. Better CX, more outcomes achieved
- 21. Voicebots & Chatbots … Virtual Agents
- 22. Easy and Scalable Visual, no code flow builder powered by Gen AI, LLM(s) and AI-enabled knowledge RAG services to build intent and create virtual agents. Adaptive with Guardrails Virtual agents interact with customers in natural language powered by AI-powered knowledge, LLM(s) and RAG, making complex conversations easy with security built in. Contextual handovers Handovers to human agents with summaries of the transcript to reduce time for agents to catchup. Full clarity on performance Drawing intelligence from every step and interaction on the platform actionable insights to improve CX. IN T R O D U C IN G Genesys Virtual Agent
- 23. Agent Assist – Co-Pilot
- 24. YOUR CUSTOMER Genesys Agent Assist transforms agent and customer experiences Before After Takes a call Searching for info in multiple systems Puts the customer on hold, needs to focus on the search Rejoins the customer, provides information Wraps up the call and disconnects . Records actions and wrap up code manually, under the crushing pressure of performance metrics, with little time to review and correct mistakes…another call is coming in! Whatever is there is good enough, until the next agent finds it to be of no value… Listens to customer, figures out what info they need to find YOUR AGENT May repeat the whole process for a second customer query YOUR AGENT Greets customer, has high quality insight on previous interactions with this customer Humans talking back and forth, Agent Assist listening. Agent Assist determines intent, and provides relevant knowledge to agent, before agent needs it Agent personalizes service and delivers the information presented by Agent Assist Call ends Agent verifies that Agent Assist generated post-call notes are correct, adds their own insight if necessary, and hops on the next call. Agent rates Agent Assist suggestions to improve knowledge and performance
- 25. Agents who use Genesys Cloud work in one application Incoming conversation 1 3 Agent can select to show or hide the Agent Assist panel. When hidden automated knowledge surfacing continues in the background ready to support the agent 2 Top relevant articles surfaced, ability to provide feedback, both knowledge and canned responses can be manual searched
- 26. Work Automation
- 27. Beyond the Contact Center: Understanding customer work items Sales/marketing lead Support ticket Billing inquiry Processes Unattended Attended
- 28. Capture Flexible task creation Web form/Mobile app Customer conversation System of record Task details view in Work Automation
- 29. Manage Get complete visibility and accountability beyond just interactions Task view in Work Automation
- 30. Automate Optimize process efficiency through automated workflows Status Transition Builder view in Work Automation
- 31. Distribute Distribute tasks proactively to the best available agent Task handling view in desktop application
- 32. Analyze Accurately measure task completion time, status and employee performance Reporting and analytics view in Genesys Cloud
- 33. Journey Analyzer & Journey Management
- 34. Journey Analyzer & Journey Management Visualizes the customer journey in inbound call, bot and digital bot of past 7 days Identify the journeys that matter based on customer goals and business outcomes across flows Measure and monitor the in-journey signals that predict journey success Orchestrate corrective actions when needed
- 35. Before: High cost, low ROI After: With AI High Volume, Repetitive Outreach 24/7 Self-Serve & Personalized Support • Limited capacity • Unable to answer all inquiries consistently • Improved efficiency: increase availability and quality • Mine for intent to improve question/answer pairs Skills & Queue Based Routing Optimized Customer + Agent Matching • Time consuming to maintain thousands of rules • Unable to adapt quickly as business pressures evolve • AI-driven pattern discovery & outcome prediction to • determine the best match • AI models can adapt to changing requirements Missed Opportunities & No Journey Insight Customer Engagement and Upsell • Unable to engage customers purposefully • Lack of visibility into behaviors and outcomes • Predict possible outcomes and next steps • Deliver proactive, personalized, targeted engagement Manual, Repetitive Processes Automatic Knowledge and RPA • Employees spending too much time on process • Inconsistent, ad-hoc use of knowledge • Deliver knowledge automatically to employees. • Accelerate and automate back-end tasks Conversation al AI Predictive Routing Predictive Engagement Agent Assist
- 36. Confidential I 2025 Everyone is busy Everyone is busy — just ask those involved in a Contact Center.
- 37. Confidential I 2025 The core of a Contact Center …is about an agent who can best help a customer.
- 38. Goods are fungible, services are intangible, and experiences are memorable. “ ”