New Integration for Genesys PureCloud Enables Businesses to Offer the Best of Human Empathy and Automation in Customer Service
The use of artificial intelligence (AI) is rapidly advancing in the corporate sector, raising productivity by up to 40%. Increasingly, companies are making it a priority for employees and new automated technology to work in harmony. With that in mind, Aivo, a company specializing in conversational-AI technology for customer service, has launched a new integration available on Genesys AppFoundry®, a dedicated customer experience marketplace.
Genesys is the global leader in omnichannel customer experience and contact center solutions that power 25 billion of the world’s best customer experiences each year. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce. With Genesys Cloud as its foundation, PureCloud is built for people and built for change. It is designed for ease of use, radical simplification and speed. It was the first customer experience application to use an API-first, microservices architecture — giving customers the option to extend the application or build a custom solution with Genesys integrations and APIs.
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Together with PureCloud, Aivo’s conversational AI bot complements contact center agents’ work by automating query resolution so they can deliver superior customer service. The bot will immediately answer users’ frequently asked questions at any time of day on web channels, WhatsApp, and Facebook Messenger.
Aivo’s Conversational AI Bot, used in conjunction with Genesys PureCloud, can enable businesses to provide a unified, simple and fast experience for both clients and employees. In addition, organizations can leverage the chatbot, which understands natural language, to answer inquiries automatically. If the bot detects a complex problem or if the customer requests help from an employee, it will automatically transfer the transaction to an agent on Genesys PureCloud. From the cloud, the agent will be able to see the complete customer history, receive answer suggestions from the system, see metrics in real time, and generate analytical reports.
In this way, by implementing cloud and AI technology, companies that use this integration can innovate, further improve the customer experience, increase retention, and reduce costs.
“We are very excited to bring our AI technology to Genesys customers. Applied to customer service, this technology has enormous potential to be a solid co-pilot of human customer service agents. At the end of the day, offering a good experience is not just about keeping customers happy, but also providing the necessary conditions so agents thrive in their jobs, too. Returning time to both customers and employees, alike,” said Martin Frascaroli, Aivo’s CEO.