AI Agents in Genesys
Bring AI to your Genesys contact center. From Agent Assist and suggested responses to bot orchestration across voice and digital channels, with answers from your own knowledge base.
BOOK A DEMO NOWCore benefits
- Agent Assist and Suggested Replies in Genesys
- Bot and agent orchestration in your environment
- Omnichannel voice and digital
Control & Safety
- Answers based on your own knowledge sources
- The customer remains the owner of the knowledge
- The agent supports, the human decides
Why you Genesys coupled with Conversed.ai
Genesys is a contact center platform that brings together voice and digital channels. Conversed.ai adds an AI layer to this, which supports employees and can handle conversations, based on your own knowledge.
During conversations, your Genesys employee receives real-time suggestions and proposed answers. This speeds up handling and increases consistency, without the employee losing control. The AI assists, the human decides.
Conversed.ai orchestrates bots and AI agents within your Genesys environment and seamlessly switches to a human agent when needed. This way, the AI handles simple questions, freeing up your capacity for complex conversations. The transfer is smooth and context-aware.
The same AI layer works across the channels that Genesys brings together, from telephony to chat and messaging. This provides customers with a consistent experience, regardless of the channel they use. A single knowledge source feeds all channels.
The answers are based on your own knowledge source via Retrieval-Augmented Generation, whether it's in SharePoint, Polly, or another system. This ensures the AI stays within your approved information and avoids fabrications. Your knowledge remains in control.
Your knowledge remains yours and in its own place, outside of Genesys if desired. Conversed.ai uses that knowledge as a source for the answers and does not affect ownership. You determine what information the agent is allowed to use.