Key insights from the Genesys event in Istanbul

𝗞𝗲𝘆 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀 𝗳𝗿𝗼𝗺 𝘁𝗵𝗲 𝗚𝗲𝗻𝗲𝘀𝘆𝘀 𝗘𝘃𝗲𝗻𝘁 𝗶𝗻 𝗜𝘀𝘁𝗮𝗻𝗯𝘂𝗹 🇹🇷

Genesys demonstrated how rapidly the platform continues to evolve. With new features and innovations, the company is taking significant steps towards the future of customer experience.

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Some of the key developments that stood out:

🤖 Agent-to-Agent (A2A)
AI agents can now collaborate and communicate with AI agents from other platforms and applications, such as ServiceNow, enabling seamless cross-platform automation.

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💬 Virtual Agents
Virtual Agents are becoming increasingly capable of holding natural conversations with customers. By using information from a knowledge base, they can provide relevant, contextual, and accurate responses.

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🧠 Agent Copilot
During customer interactions, Agent Copilot supports employees by automatically providing relevant knowledge articles and recommendations based on customer intent. This ensures agents have the right information at exactly the right moment.

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⚙️ Genesys Cloud CoPilot
An AI assistant that helps administrators and users with their day-to-day activities within Genesys Cloud, such as locating settings or managing queues, making platform administration faster and more efficient.

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The event clearly showed that the future of customer experience is no longer about whether to use AI, but how to use AI in the right way.

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It was four inspiring days filled with valuable insights, and we're looking forward to using this knowledge to continue helping our customers stay ahead of the latest developments in customer experience and AI. 🧡

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