7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers...

7 [AI] Steps to betterCustomer Experiences

Richard McCrossanDigital Sales

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 3

TOO SLOWDISCONNECTED

JOURNEY MOMENTS

ILL-EQUIPPED RESOURCES

$209B

3%

How much of your

CX budget converts?

5

6

Connecting the unconnected

Your customers want to be there instantaneously

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 7

AI and Machine LearningAct in the now

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

EMPLOYEE JOURNEY

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

EMPLOYEE JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing for best agent match

Agent Assist in real time

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

CUSTOMER JOURNEY

Predictive engagementwith customers online

Self service withchatbots and voicebots

Check-Outvoice of the customer

Optimize agent skills via Performance DNA

AI-poweredforecasting & scheduling

Automate post interaction work

Business intelligence with interaction analytics

Predictive Routing match best agent

Agent Assist in real time

EMPLOYEE JOURNEY

RETAILERPotential +7% revenue increase identified

FLIGHT RESERVATIONSPotential +40% revenue uncovered

See what you could win:

Improved CSAT 61%

Increased agent productivity 66%

Increased agent satisfaction 69%

Build a bot workshop

Where to start?

See what you can win

Act

NOW

These brands saw what they could win