Fragmented data bottlenecked customer support workflows. Now, AI intelligently routes callers and assists human agents during live calls.
A global financial services organization manages large-scale contact center operations spanning multiple customer touchpoints.
The organization lacked end-to-end visibility into its customer experience. Without comprehensive interaction data, leaders were unable to track...
“One of the wonders of Genesys Cloud is its AI capabilities. AI is totally intertwined throughout the totality of the Genesys solution.”
Global banking and financial services group for retail and commercial customers.
AI-powered customer experience orchestration platform for contact centers.
HSBC's Contact center management is part of this use case:
Related implementations across industries and use cases
Scattered data slowed reps handling 150K monthly interactions. AI drafts replies and summarizes cases so teams focus on conversations.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
35M customers waited in queues for payment updates. Now, a voice agent resolves routine calls instantly, leaving complex issues to humans.
Engineers capped at basic chat, complex work out of reach. Now 700 tackle cross-jurisdiction compliance reviews in hours, not weeks.
37 steps and 16 handoffs to send one email. Agents rebuilt the workflow from scratch — 3 weeks became 2 days.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Strict privacy rules prevented sending raw call transcripts to AI. Now, an automated system safely strips and restores sensitive data.
Fragmented data bottlenecked customer support workflows. Now, AI intelligently routes callers and assists human agents during live calls.
A global financial services organization manages large-scale contact center operations spanning multiple customer touchpoints.
The organization lacked end-to-end visibility into its customer experience. Without comprehensive interaction data, leaders were unable to track...
“One of the wonders of Genesys Cloud is its AI capabilities. AI is totally intertwined throughout the totality of the Genesys solution.”
Global banking and financial services group for retail and commercial customers.
AI-powered customer experience orchestration platform for contact centers.
HSBC's Contact center management is part of this use case:
Related implementations across industries and use cases
Scattered data slowed reps handling 150K monthly interactions. AI drafts replies and summarizes cases so teams focus on conversations.
Agents juggled disconnected systems and manual notes. Now, an AI copilot analyzes live calls to surface answers and draft summaries.
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
Manual dialers, scattered platforms, a rigid IVR. One cloud platform unified 350 agents — turning phone banking into a revenue channel.
35M customers waited in queues for payment updates. Now, a voice agent resolves routine calls instantly, leaving complex issues to humans.
Engineers capped at basic chat, complex work out of reach. Now 700 tackle cross-jurisdiction compliance reviews in hours, not weeks.
37 steps and 16 handoffs to send one email. Agents rebuilt the workflow from scratch — 3 weeks became 2 days.
Fragmented support caused frustrating handoffs. Live AI translation now lets a small English-speaking team handle 14 languages instantly.
Strict privacy rules prevented sending raw call transcripts to AI. Now, an automated system safely strips and restores sensitive data.