Genesys has rolled out two new AI tools for supervisors using Genesys Cloud to streamline operations and enhance productivity. The Supervisor Copilot acts as a digital assistant by summarizing interactions, improving quality assurance, and coaching, allowing for more informed management decisions. Meanwhile, the Virtual Supervisor leverages large language models (LLMs) to automate evaluation tasks, providing customizable oversight for managers. The integration of these tools aims to significantly improve efficiency, reduce administrative costs by 38%, and enhance overall customer experience through advanced AI functionalities including multiple language support and automated scoring.
The recent advancements in Genesys Cloud introduce Supervisor Copilot and Virtual Supervisor, enhancing operational efficiency through automation and supporting managers in improving customer experiences.
Supervisor Copilot serves as a digital assistant for managers, summarizing interactions to enable prompt decisions while enhancing quality assurance and coaching efforts.
Virtual Supervisor automates evaluation processes using LLMs, providing managers with customizable configurations and saving significant time on administrative tasks.
Genesys Cloud's new AI capabilities promise operational benefits including a 40 percent time savings in quality evaluations and a 38 percent reduction in administrative costs.
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