Description
Genesys Cloud uses AI to orchestrate personalized customer experiences across voice, digital, and self-service channels. Its AI capabilities include predictive routing, virtual agents, agent copilot, and workforce management optimization.
Capabilities
predictive routingvirtual agentsagent copilotworkforce optimization
Tools
SalesforceServiceNowMicrosoft DynamicsREST API
Special Data & Knowledge
Predictive routing AI that matches customers to agents based on predicted outcomes
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