At VDS, we’re excited to introduce Genesys Virtual Agents—an AI-powered solution designed to enhance customer interactions, reduce agent workload, and boost the overall customer experience. With Genesys Virtual Agents, you can streamline your operations by combining automation with human expertise, ensuring efficiency without sacrificing service quality.
What Are Genesys Virtual Agents?
Genesys Virtual Agents represent the next step in AI for customer service. These bots manage inquiries across multiple channels—voice, chat, email, and social media—gathering essential details, understanding customer needs, and even performing tasks on behalf of human agents. This allows for quick, consistent issue resolution.
For more complex cases, Genesys Virtual Agents seamlessly transfer interactions to human agents with full context, so your team can focus on high-impact tasks, improving efficiency and satisfaction.
For more complex inquiries, Genesys Virtual Agents seamlessly transfer the interaction to human agents, providing detailed context and summaries. This allows your human team to stay focused on high-impact tasks, improving both efficiency and customer satisfaction.
Creating Genesys Virtual Agents: Simplified
Genesys Virtual Agents are easy to create using Genesys Dialog Engine Bot Flows, a no-code, drag-and-drop interface. This tool allows users with no programming skills to build and manage bots. Powered by Natural Language Processing (NLP), these bots understand customer queries, identify intents, and deliver accurate, context-aware responses.
Here’s the simplified process to create a Genesys Virtual Agent:
- Define customer intents.
- Design conversation flows using a visual interface.
- Configure NLP settings for better understanding.
- Integrate with existing systems (e.g., CRM, workforce management).
- Thoroughly test before deploying.
Once deployed, Genesys Virtual Agents handle routine tasks while escalating complex cases to human agents, complete with detailed summaries. Performance analytics are available to monitor and refine these bots continuously.
Chatbots vs. Virtual Agents: The Evolution of AI in Customer Service
As AI technology advances, the shift from basic chatbots to LLM-powered virtual agents is transforming customer service.
- Chatbots are good for simple, predefined tasks. However, they require manual updates and struggle with more complex conversations.
- Genesys Virtual Agents go further by adapting to customer inputs in real time, handling context switching, and providing human-like interactions.
Key Features of Genesys Virtual Agents:
Intent Management: Less Tuning, More Intelligence
In the past, intent management required manual oversight. Every time a customer asked a question in a slightly different way, the system needed tweaking. For example, a chatbot might need specific training to recognize phrases like “Where’s my package?” or “Track my order.” Without constant fine-tuning, it could miss these variations.
With Large Language Models (LLMs), you simply describe the task (such as tracking an order), and the AI adapts automatically. This minimizes the need for manual adjustments, improving both accuracy and efficiency over time.
Slot Collection: Flexibility in Gathering Information
Slot collection is the process of gathering key details from customers. For instance, when a customer updates their shipping address, they might provide all the information in one go—“I live at 123 Main St. in Springfield, zip 54321.” Genesys Virtual Agents understand this natural flow and organize the details without requiring separate input fields for each piece of information.
Moreover, if a customer makes a mistake, they can easily correct it without having to restart the process, providing a smooth and human-like interaction.
Leveraging the Knowledge Base: Answer Highlighting and Personalized Responses
Genesys Virtual Agents can access your knowledge base to quickly retrieve the exact information customers need. For example, if a customer asks, “How do I reset my password?” the virtual agent highlights the relevant steps from the knowledge base, speeding up the process and avoiding the need to read through an entire article.
For more complex queries, virtual agents can generate personalized responses by retrieving and processing relevant documents. For instance, when a customer asks, “Can I upgrade my account?” the virtual agent pulls information from your company’s terms and conditions, processes it, and provides an answer tailored to the customer’s specific account type and eligibility.
Summarizing Conversations: Automating Post-Interaction Tasks
Once an interaction is completed, Genesys Virtual Agents automatically summarize the conversation. After assisting a customer with a return, for example, the virtual agent writes a summary of the interaction and assigns it to the case file. This ensures continuity if a human agent needs to follow up later, allowing them to quickly pick up where the virtual agent left off.
Seamless Integration with Existing Bot Flows
Genesys Virtual Agents easily integrate with your existing systems, such as CRMs and workforce management platforms, making it simple to scale AI-powered customer interactions. They also utilize advanced routing features to ensure customer inquiries are handled efficiently, directing them to the appropriate queues or agents as needed.
Token Consumption for Genesys Virtual Agents
Genesys Virtual Agents use a token-based system, making it easy to manage costs. Here’s how token consumption works:
- Virtual Agent (All channels): 2 interactions consume 1 token.
- Bots (Voice): 17 minutes consume 1 token.
- Bots (Digital): 51 sessions consume 1 token.
This applies to both Named and Concurrent usage, offering flexibility and cost efficiency.
Key Benefits of Genesys Virtual Agents
Genesys Virtual Agents offer several critical benefits to businesses:
- Faster Response Times: Instantly handle routine tasks and free human agents for more complex interactions.
- Omnichannel Support: Provide a seamless experience across voice, chat, email, and social media.
- Seamless Handoff: Virtual Agents transfer detailed interaction summaries to human agents, reducing customer repetition.
- Easy Management: With a no-code, drag-and-drop interface, anyone can manage Virtual Agents without coding expertise.
Why Choose VDS for Genesys Virtual Agents?
At VDS, we don’t just implement technology—we ensure its success. When you choose us, you gain:
- Expert Implementation: Fast deployment with minimal disruption.
- Seamless Integration: Connect Genesys Virtual Agents with your CRM and other systems.
- Continuous Optimization: Ongoing monitoring to ensure optimal performance.
- Long-Term Support: Our team stays with you beyond go-live for ongoing assistance.
Start Your AI Journey with Genesys Virtual Agents
Ready to transform your customer service? Genesys Virtual Agents can handle up to 75% of routine inquiries, freeing your team to focus on high-value interactions. Whether your goal is to reduce call times, improve first-contact resolution, or offer consistent omnichannel support, Genesys Virtual Agents are the key to boosting efficiency and customer satisfaction.
Contact VDS today to learn how Genesys Virtual Agents can revolutionize your customer service and drive long-term success.
