Rik's view on Genesys AI

Within the world of customer contact, there are countless AI solutions available, but according to our specialist Rik Koldewe, the strength of Genesys lies in its approach. Not a completely new platform, but smart AI functionalities added to a system that already works. This makes it accessible, scalable, and easy to understand for every team.

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Rik explains:
“AI, in my view, is not a replacement, but a colleague. A co-pilot that supports you during conversations and a virtual agent that handles simple questions independently. This allows people to focus on making a real difference where it truly matters. The Virtual Agent acts as a smart first line: it answers standard questions quickly and efficiently, so your employees can focus on more complex conversations that require real attention.”

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We are still in the middle of AI development. Over the past two years, more has changed than in the previous twenty years of my career, and this journey is far from over.

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“We continue to learn how to work with new developments, and ultimately, technology makes life better. It gives you more time for the things that truly matter.”

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– 𝗥𝗶𝗸, 𝗖𝗹𝗼𝘂𝗱𝗼𝗲

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Curious to learn more? Rik is happy to share his knowledge. Get in touch with us!