eBook: Blended AI for Customer Experience

Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

Download the eBook and learn how Kate and Blended AI lets you:

  • Personalize self-service
  • Connect customer conversations
  • Create smart agent experiences
  • Start small and deploy fast with MicroApps

Get Whitepaper

eBook: Blended AI for Customer Experience

Artificial Intelligence (AI) is staggering in its speed of handling simple requests and automating conversations. But AI solutions are not enough for the best customer experiences. Human emotions sometimes demand the human touch that only live agents can provide.

Kate, Customer Experience AI by Genesys, combined with the power of human touch can improve customer experience, empower employees and dramatically reduce costs. This seamless combination of AI technology and humans, or “Blended AI by Genesys,” addresses the entire customer journey for the best possible outcomes.

Download the eBook and learn how Kate and Blended AI lets you:

  • Personalize self-service
  • Connect customer conversations
  • Create smart agent experiences
  • Start small and deploy fast with MicroApps

Get Whitepaper

Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

  • Focusing on context and inquiry type to deliver the best customer experience
  • Using automation and AI to uncover new revenue streams and transform operations
  • Exploring new labor models to maximize human connections in a digital world
  • Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

    • Focusing on context and inquiry type to deliver the best customer experience
    • Using automation and AI to uncover new revenue streams and transform operations
    • Exploring new labor models to maximize human connections in a digital world

    Get Whitepaper

    Forrester Report: 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human

    Ease, effectiveness, and emotion drive great customer service, but top line growth requires professionals to keep an eye out on trends for truly determining improvements in quality of service. Download this report to learn 10 customer service trends Forrester Research has identified for 2018.

    Discover which investments are critical and the advantages of:

    • Focusing on context and inquiry type to deliver the best customer experience
    • Using automation and AI to uncover new revenue streams and transform operations
    • Exploring new labor models to maximize human connections in a digital world

    View Now

    CRM First: Laying the Groundwork for Outcome Focused AI

    Most sales & service organization find themselves with a hodge-podge of different systems, applications and procedures. Every sale, every deal, becomes way too complicated, creating unnecessary delays and errors. They wish they could start all over with a clean sheet of paper and do it right the next time.

    Well, welcome to the world of true omnichannel engagement, powered by CaféX and Microsoft Dynamics 365 with Live Assist.

    Read Sheila McGee-Smith’s whitepaper on how the leaders in CRM & customer engagement combined forces to make it happen for District M

    Get Whitepaper

    Forrester Report: Artificial Intelligence with the Human Touch

    Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

    Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

    See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

    Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

    View Now

    Forrester Report: Artificial Intelligence with the Human Touch

    Blend AI with Human Agents to Improve Both Customer and Agent Satisfaction

    Artificial intelligence (AI) can’t replicate the human touch, but it can ease your agents’ burden by handling many simple, repetitive requests. A new Forrester Consulting paper offers a look at the strengths and weaknesses of both AI and humans independently, yet how blending them together can give your customers the seamless end-to-end experience they expect.

    See how enterprises around the world use AI to improve customer service and uncover new revenue streams, the challenges they overcame, and why a blended solution with live agents makes sense.

    Download the paper to learn three key recommendations on using AI to improve agent productivity, agent satisfaction, and customer satisfaction.

    View Now

    5-Minute Guide to Natural Language Processing

    An Intelligent Search Interface Understands the User

    When you search on Google, or with Siri, or Alexa, you can be sure that the system knows that when you say “NJ” you mean “New Jersey.” But when you search for something in the enterprise -- on SharePoint, or in Salesforce, or even across multiple systems, if you can do that - does the system recognize the intent of your search?

    Is your enterprise search system smart enough to make a connection between “NJ” and “New Jersey”?

    Natural Language Processing (NLP) is about understanding the meaning behind the text, interpreting the user’s request, and matching the answer to the intent.

    Download the Five-Minute Guide to Natural Language Processing to learn how text analytics and NLP help cognitive search systems deliver intelligent answers that drive user adoption and improve productivity.

    Get Whitepaper

    The Cognitive Step – How Search Will Improve

    According to a 2016 survey conducted by Findwise, fully 45% plan to replace existing search technology before 2019 and over half have search-communities that self-identify as dis-satisfied. Are your information consumers losing confidence and talking about change?

    To operate successfully in a world where decisions are increasingly data-driven, you need to engage and reward consumers with new ways to find and discover. Fortunately, there is a path that helps a decision maker act with increasing certainty - with demonstrated time-to-value.

    Download Attivio’s The Cognitive Step - How Search Will Improve for a comprehensive review of how search is evolving to be more cognitive. Focusing upon the central forces that will make search experiences better, this white paper explains why capabilities such as machine learning, natural language processing, and text analytics will make your organization more efficient and effective with information.

    Get Whitepaper

    5-Minute Guide to Cognitive Search for Risk Avoidance

    How to create a holistic view of risk in your organization

    If you had comprehensive, scalable, automated monitoring of communications across every channel, would you be more confident in your risk mitigation efforts? Whether the initiative is Anti-Money Laundering, Know Your Customer, or Communication Monitoring, you need a holistic view of risk in your organization. Cognitive search combines AI technologies such as natural language processing, text analytics, and machine learning to create a comprehensive view of your customers, communications, and risks, all with best-in-class security.

    Download the 5-Minute Guide to Cognitive Search for Risk Avoidance to learn how AI-powered solutions give you the power to protect your brand.

    Get Whitepaper