TL;DR:
- Genesys introduces auto-summarization for Agent Assist, a powerful generative AI capability.
- Agents can capture conversational intelligence from digital and voice interactions and utilize summaries during or after customer engagements.
- The feature offers the benefits of automation and improved data collection accuracy.
- Genesys is the last among CCaaS leaders to make generative-powered summarization widely available.
- The company leverages large language models (LLMs) and proprietary, curated data to enhance reliability and accuracy.
- Genesys is exploring prompt engineering and curation for its future R&D strategy.
- The organization emphasizes AI ethics guidelines and accountability for responsible AI deployment.
Main AI News:
In a significant announcement today, the leading customer experience solution provider, Genesys, unveiled a groundbreaking feature called auto-summarization for Agent Assist. This cutting-edge capability is part of the Genesys Cloud CX platform and is now available through the Genesys Cloud AI Experience offering. With the introduction of this powerful generative AI functionality, agents gain the ability to capture invaluable conversational intelligence from both digital and voice interactions. These captured summaries can then be utilized during or after customer engagements, enhancing the overall experience.
Recognizing the profound impact of this feature, Dave Michels, Principal Analyst at TalkingPointz, emphasized, “Summarization is a powerful feature of the new LLM solutions, offering significant benefits in automation and data collection accuracy improvements.” He further noted that while many CCaaS leaders have already embraced generative-powered summarization, Genesys has emerged as the final pioneer in making this capability widely accessible.
Genesys has been at the forefront of leveraging large language models (LLMs) since 2020, introducing a range of advanced capabilities. These include entity recognition, sentiment extraction, conversational models, intent mining, topic mining, and semantic search. The latest addition, Agent Assist auto-summarization, builds upon this rich foundation of expertise and harnesses state-of-the-art models trained with proprietary, curated data. This empowers organizations to enhance reliability and accuracy in their operations.
Olivier Jouve, chief product officer at Genesys, highlighted the organization’s commitment to leveraging large language models to proactively orchestrate experiences that drive superior customer and employee outcomes. He stated, “We’ve been utilizing LLMs within Genesys AI for a considerable time to empower organizations in delivering exceptional experiences. Looking ahead, we are exploring the roles and expertise required to fuel our future R&D strategy, such as prompt engineering and curation.”
One key aspect that sets Genesys apart is its meticulous approach to training embedded LLMs. The company diligently curates and leverages trusted data from diverse industries, languages, use cases, and dimensions. This holistic approach ensures that Genesys can deliver tailored solutions across a wide range of scenarios. Furthermore, the organization has implemented robust AI ethics guidelines to foster accountability, transparency, and trust, ensuring responsible AI deployment.
Conclusion:
Genesys’ introduction of the auto-summarization feature showcases its commitment to leveraging generative AI for superior customer experiences. By enabling agents to capture conversational intelligence and utilize summaries, Genesys empowers organizations to enhance automation and improve data collection accuracy. While being a late entrant to generative-powered summarization, Genesys demonstrates its prowess by leveraging LLMs and proprietary, curated data to ensure reliability and accuracy. Furthermore, the company’s emphasis on AI ethics guidelines and transparency reflects its commitment to responsible AI deployment. This development positions Genesys as a frontrunner in the market, driving innovation and reshaping the landscape of customer experience solutions.
