Transform Your Call Center with Agent Assist Powered by GenAI with Enterprise Bot and Genesys

Challenges

More than ever, customers have high expectations, seeking quick resolutions and superior user experiences. Companies strive to maximize agent productivity, but agents often grapple with information overload, juggling various screens simultaneously. Furthermore, in Switzerland, the prominence of Swiss German requires AI solutions attuned to local language nuances.

Solution / Product

Voice-Bot + Agent Assist “Schwiizerdüütsch” – Integration von Enterprise Bot in die Genesys Cloud

Benefit

• Full Integration: Enhance real-time agent assist by seamlessly integrating Enterprise Bot into the Genesys Suite.
• 360-degree Client View: Aggregate all essential support information on one single screen.
• Access to complete Knowledge Base: Ensure agents have all the information they need at their fingertips with a seamless connection to data sources like SAP, Confluence, SharePoint, Salesforce, and more.
• CRM Connectivity: Ensure a streamlined flow of information with direct connections to your CRM.
• Smart Summarization and Archivation: Harness the power of GenAI supported by LLMs, like ChatGPT.
• Data Security: Place your trust in a system that prioritizes the secure handling of client data, guaranteeing both privacy and compliance.
• Shorter Call Times: Reduce call times with agent-guided workflows, facilitating rapid problem resolution.
• Insightful Analysis: Delve into profound insights on customer satisfaction and agent scoring.
• Swiss German Support: Absolutely, we’re fluent in Swiss German, ensuring a wide reach and fostering more personalized customer engagements.
• Voice Bot that feels like a human: Initial voice response powered by Enterprise Bot’s DocBrain and LLM (like ChatGPT)