Genesys Unveils a Suite of New AI-Powered Features

hand interacting with a glowing AI interface

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Genesys has introduced a suite of new AI-powered features within Genesys Cloud to support supervisors.

These tools include Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, designed to automate routine tasks and provide supervisors with real-time insights.

Genesys has estimated that these AI capabilities for supervisors could help provide a 40% reduction in quality evaluation time, a 25% decrease in multilingual evaluations, and a 38% reduction in administrative costs.

Olivier Jouve, Chief Product Officer at Genesys, shared his excitement for the new features: “As organizations embrace the future of AI, Genesys Cloud is empowering them to remain at the forefront by augmenting human potential with deeper insights and automation.

Through our AI-driven suite for supervisors, we are redefining customer experience delivery and workplace productivity. With real-time intelligence and enhanced efficiency, organizations gain both macro-level strategic oversight and micro-level precision, accelerating business value and operational excellence at scale.”

Supervisor Copilot

The Supervisor Copilot tool is designed to assist with quality assurance, compliance, and coaching by automatically summarizing interactions, enabling quicker and more efficient decision-making for supervisors.

Virtual Supervisor

Virtual Supervisor uses large language models to automate the population of evaluation templates from interactions, streamlining the review process and improving overall efficiency.

This automation offers managers deeper insights into agent performance, behaviours, and skills, helping to inform more strategic decision-making.

These features integrate with Genesys Cloud’s existing tools and are designed to improve business outcomes. With AI-driven capabilities like translation, summary generation, and automated scoring, organizations can drive efficiency and improve customer experience across a wide range of applications.

John Connors, director of business transformation at eir, said, “Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences.”