Expanding the Genesys Cloud voice-bot offering with additional cognitive services connectivity

Voice-Bot Connectivity

Connect your Genesys Cloud contact center to conversational AI voice-bots and build an advanced voice-bot application with your vendor of choice, giving your customers a high level of service whenever they get in touch – all while keeping costs firmly under control. In this way, you can augment Genesys’s current bot frameworks and text-to-speech/speech-to-text with any other cognitive services in the market, such as Google Dialogflow CX, Microsoft, Amazon in any language, and many others.

Expanding on our considerable voice expertise, AudioCodes VoiceAI Connect creates a communication hub between Genesys Cloud, or a carrier, and any bot framework or cognitive speech service to support virtually any voice-bot use case for your chatbots. VoiceAI Connect supports all deployment, integration and regulatory needs.

VoiceAI Connect is designed to enable any company or organization to upgrade their chatbots to voice-bots by connecting the bot framework and other voice services to voice and telephony channels. This fully featured solution seamlessly automates customer service flows according to each organization’s unique needs and deployment requirements. It simplifies integration between the Genesys Cloud contact center, public telephony networks (PSTN), enterprise communication platforms (UC), and web-based communications. The solution includes capabilities such as virtual agents, agent assistance, outbound calling, speaker recognition, call recording and more.

VoiceAI Connect can be deployed on a multi-tenant/dedicated setup on the AudioCodes cloud or in the customer’s data center or cloud account. AudioCodes offers this solution as a fully managed service with the option to tailor it for any voice-bot use case.

There are four main use cases for voice-bots:

1. Intelligent Virtual Agent (IVA) – Offloads simple and repetitive tasks from human agents to voice-bots. It allows human agents to concentrate on more complex customer interactions, reduces hold time and improves the customer experience without increasing the number of agents. If the interaction cannot be completed by the bot, the call will be transferred smoothly, along with the relevant details, to a human agent for completion. This solution is characterized by high scalability, a high return on investment and an exceptional user experience.
2. Enabling Conversational IVR – Legacy IVR allows humans to interact with a computer-operated phone system using DTMF tones inputted via a keypad. It is usually a long and tedious process, which has a detrimental effect on the customers’ user experience. Conversational AI-based IVR uses natural language understanding to replace hierarchical menus with a free speech experience. It ascertains the customers’ needs and instantly routes the call to a virtual or human agent. The solution saves time, boosts accuracy and significantly improves the user experience.
3. Virtual Agent Assists – The bot assists contact center agents by listening to conversations between customers and agents, analyzing the data and sending real-time insights to the agents or their supervisors. The insights can be utilized to guide the human agents through the process of handling customer enquiries and suggesting relevant answers. It optimizes agent productivity and enhances the user experience. All this takes place in the background, with customers remaining unaware of the AI tool’s involvement.
4. Outbound calling – Instead of bombarding customers with text messages, getting your agents to cold call them, or boring them with old-school IVRs, you can just let your bot do the talking. Here are some true-life examples:
     - Making reservations and scheduling services
     - Reminders, such as delivery, status etc.
     - Data collection
     - Service renewal
     - Upselling
     - And many more