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Mike Murphy
Real-Time Interaction Explosion
2017 2018 2019 2020 2021 2022
Other
Social
IOT
SMS
Outbound
Chatbot
Search
IVR
Voice
Gartner: “Plan Now for Critical Shifts in Customer Interaction Patterns,” 2017 Total interactions indexed to 100 in 2017 and projected using Gartner phone interaction growth & Gartner channel mix. IVR includes both legacy IVR and
well as related emerging technologies (Visual and AI-supported IVRs). Channels that did not represent a significant % of total in any period moved to “Other,” which includes Email, Video, Chat, Co-browse, Kiosk, Communities, and AR/VR (categories per Gartner)
3.5xgrowth from 2017-2022
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EVERY ECONOMY IS A HUMAN ECONOMY
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CONNECT TO THE HUMAN
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ZERO-CONTEXT
CUSTOMER SERVICE
o Predicted business outcomes
o Infinite number of dimensions
o Continuous analysis, improvement and updates
o Machine learning-based pattern correlations
o Omnichannel by design
Predictive Routing
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Experience Location Language Age Training Talkative Gender
High East Coast Primary 20’s High Yes Female 8.4 Stephanie
Low West Coast Secondary 40’s High No Female 2.1 Bridget
High Central Primary 30’s High Yes Female 9.1 Josh
Low West Coast Primary 50’s High Yes Male 3.2 Chris
Age
Location
Income
Channels
Devices
Gender
CSAT
PREDICTIVE ROUTING
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Experience Location Language Age Training Talkative Gender
High East Coast Primary 20’s High Yes Female 8.4 Stephanie
Low West Coast Secondary 40’s High No Female 2.1 Bridget
High Central Primary 30’s High Yes Female 9.1 Josh
Low West Coast Primary 50’s High Yes Male 3.2 Chris
Age
Location
Income
Channels
Devices
Gender
CSAT
PREDICTIVE ROUTING
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High
High
Automation
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Intelligent AutomationFor IVR and Chatbots
o Native NLP engine or use third party
o Multi-lingual dialog management
o Design once, deploy on any channel
o 80+ prebuilt microapps
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Intelligent AutomationFor IVR and Chatbots
o Design once, deploy on any channel
o 80+ prebuilt microapps
o Native Natural Language Processing (NLP) engine or use third party
o Multi-lingual dialog management
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
UNTAILORED EXPERIENCES
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GenesysAltocloud
Real-time Journey Analytics
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Journey stage
Outcome probability
IMPOSING MESSAGING
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wake up drive to work work some work some more, drive back home dinner relax sleep
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MESSAGING
15
WeChat Apple Business ChatFacebook Messenger
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Messaging for Apple Business Chat
Images, videos & attachments
Blended AI
Customizable list and date/time pickers
Extension for secure login
Maps and location awareness
Integrated with Apple Pay
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DISRUPTION FROM NEW
TOOLSGenesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Easy – all in oneAgent desktops have never looked so good
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QUESTIONS?
