Genesys has unveiled some exciting new AI tools designed to help supervisors enhance customer experiences. These fresh capabilities in Genesys Cloud are all about making life easier for organizations by automating routine tasks and boosting employee performance, which in turn leads to happier customers.

Meet the New Tools: Supervisor Copilot and Virtual Supervisor

The latest additions to the Genesys Cloud lineup are the Supervisor Copilot and the Virtual Supervisor. These tools are all about providing real-time support to supervisors, helping them analyze data, train their teams, and manage key business processes more effectively. According to Genesys, these innovations can lead to some impressive outcomes, such as a 40% reduction in time spent on quality evaluations and a 38% cut in administrative costs related to quality management.

Supervisor Copilot: Your Digital Assistant

Supervisor Copilot is a digital assistant tailored for managers. It’s part of the Genesys Cloud Copilot suite and is designed to automatically summarize interactions. This means supervisors can quickly get a handle on situations and make informed decisions without wading through tons of data. The tool is a big help for quality assurance, compliance, and coaching efforts.

What makes Supervisor Copilot stand out is its advanced quality and conversation intelligence. It not only enhances the effectiveness of interactions, whether human or AI-driven, but also shares context, pinpoints issues, and uncovers opportunities to elevate the customer experience.

Virtual Supervisor: Automating the Evaluation Process

The Virtual Supervisor takes advantage of large language models (LLMs) to automatically fill in evaluation templates based on interactions. This automation saves time, boosts efficiency, and offers comprehensive assessment options. Managers have the flexibility to set the level of automation and oversight, including determining the assessment criteria and deciding whether to accept the tool's recommendations.

Seamless Integration and Flexibility

Both of these tools are optional configurations within Genesys Cloud and are designed to work seamlessly with all native Genesys Cloud solutions. They support a variety of applications, such as AI translation of interaction details in over 70 languages, AI-generated summaries for quicker reviews, and AI scoring for automated quality evaluations.

Genesys also offers a flexible AI token pricing model, making it easy for organizations to scale their usage and adjust to changing business needs without hassle.

In a collaborative effort, Genesys has teamed up with Google Cloud to bring a new level of experience to contact centers, further enhancing the tools available to supervisors and their teams.