Newest Genesys generative AI capabilities boost power of experience orchestration

Newest Genesys generative AI capabilities boost power of experience orchestration

Dubai, United Arab Emirates: Genesys® today announced expanded generative AI capabilities for experience orchestration, helping organizations unlock deeper customer and operational insights using the power of Large Language Models (LLMs) as a force multiplier for employees. Now with auto-summarization for Agent Assist, the Genesys Cloud CX™ platform helps organizations drive increased quality, speed and accuracy by enabling employees to efficiently capture conversational intelligence from digital and voice interactions.

The latest generative AI addition to the platform deepens Genesys AI's expansive predictive, conversational language processing and analytics capabilities. This provides a powerful foundation for organizations to continuously improve customer and employee experiences through smarter automation, personalization and optimization.

"We've long used large language models within Genesys AI to help organizations proactively orchestrate experiences that lead to stronger customer and employee outcomes," said Olivier Jouve, chief product officer at Genesys. "Through responsible development that responds to our customers' needs, we're accelerating our pace of innovation with the latest generations of generative AI to help organizations gain greater value from their data, rapidly create new content and break language barriers. We're also considering the roles and expertise we may need to fuel our R&D strategy for the future, like prompt engineering and curation."

The Genesys AI