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  • Ram Agarwal

Enhancing Genesys Cloud CX: Introducing OmniSmart

4 min read

By: Ram Agarwal on June 6, 2023


As businesses strive to deliver exceptional customer experiences, we understand the importance of making their journey as seamless as possible. With the launch of our revolutionary OmniSmart solution, customized specifically for Genesys Cloud CX customers, we are simplifying customer support processes and enhancing their overall experience. By extending the capabilities of the Genesys Chat channel, our intelligent OmniSmart bot empowers businesses to effortlessly provide multi-lingual, multi-channel, and multi-modal support. In this article, we will explore how OmniSmart streamlines these processes, enabling businesses to enhance customer satisfaction and make their support interactions a breeze.

Overcoming Language Limitations

OmniSmart integrates seamlessly with Genesys Cloud CX, providing customers with a powerful solution that enhances their experience on the platform. Leveraging advanced Natural Language Processing (NLP) techniques and integrating with OmniLLM, and other Language Model Models (LLMs), our bot becomes truly multi-lingual. It can understand and respond accurately to customer queries in multiple languages, enabling businesses to engage with their diverse customer base more effectively.

Extending Genesys Chat Functionality

OmniSmart seamlessly integrates with Genesys Chat via API, augmenting its functionality and enhancing customer interactions. By adding features like audio and video integration, virtual assistant capabilities, YouTube integration, link handling, markdown support and more, businesses can provide a richer and more immersive customer experience using OmniSmart. Customers can access multimedia content, receive personalized assistance, and enjoy a more engaging and efficient support process.

Agent Handoff for Complex Issues

Understanding the importance of human touch, OmniSmart enables seamless handoff to live agents when customers encounter complex issues or require human assistance. This collaborative approach combines the efficiency of AI-driven automation with the expertise of human agents, ensuring that customers receive comprehensive and personalized support throughout their journey.

Context Awareness and Continuous Learning

OmniSmart maintains contextual awareness, remembering previous interactions and maintaining a cohesive conversation flow. This enables a seamless customer experience, where customers feel understood and valued. Additionally, our bot continuously learns from customer interactions, incorporating feedback and improving its responses over time. This ensures that businesses can provide up-to-date and accurate information, keeping pace with evolving customer needs.

Integration with External Systems

Recognizing the need for a connected customer support ecosystem, our chat bot seamlessly integrates with external systems, such as CRM platforms, ticketing systems, and knowledge bases. This enables businesses to leverage existing infrastructure, access customer information, and provide personalized and context-aware support effortlessly.

Secure and Scalable Solution

Data security and scalability are paramount in today's digital landscape. Our smart chat bot prioritizes secure conversations, implementing robust encryption and privacy measures to protect sensitive customer information. Additionally, it is designed to scale with the growing needs of businesses, ensuring a reliable and future-proof solution.

With our intelligent smart chat bot, Genesys Cloud customers can overcome language limitations and extend the functionality of Genesys Chat to provide exceptional customer support. By breaking down language barriers, enhancing engagement through multimedia integration, facilitating agent handoff, maintaining context awareness, and seamlessly integrating with external systems, our bot empowers businesses to deliver outstanding customer experiences.

Customizable and Extensible

In addition to all the above, OmniSmart can be customized and extended to help with:

  • Off hours form support to submit email interactions when agents are offline.

  • Offering Genesys or VHT Callback options in the Chat channel.

  • Position in queue and Estimated Wait Time notifications.

  • Real-time notification ticker to let the customers know about an emergency or importation announcements.

  • Image and gesture recognition, emotional and sentiment analysis and more...

Embrace the power of OmniSmart and elevate your Genesys Cloud CX experience to new heights. To learn more about how our solution can transform your customer service, contact us today.

Global Technology Solutions Inc. (GTS) specializes in Cloud Contact Center, Cybersecurity, Generative AI, Quantum Computing and Blockchain technology. Contact us today for a free consultation or to learn more about Conversational Bots, Contact Center and Generative AI / ML Solutions.

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