February 21, 2024
Information Insight

Genesys Summit 2023: Key Takeaways & Insights for Building AI-Powered Contact Center Customer Experience

Genesys is a global leader in cloud customer experience and Contact Center solutions. For the 9th consecutive year, Genesys has been named a Leader in the 2023 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS).  

The annual Genesys Summit brings together customers, partners, and industry players. It is packed with visionary expert keynotes, AI-powered experience demonstration, interactive breakout sessions, customer success stories, an innovation lounge, and 1:1 opportunities to talk to product experts. As a Contact Center consulting service provider, Kenway Consulting has worked with multiple leading vendors, including Genesys. In November 2023, Kenway consultants joined Genesys experts, partners, and fellow industry players at Genesys Summit in San Francisco. We took away valuable insights and actionable tactics to help our Contact Center clients and share our findings.  

Unleash The Power of AI and Interactive Voice Assistants (IVA) to Enhanced Customer Service and ROI 

According to Forbes’ research, ineffective customer service can lead to substantial losses globally, including $75B lost revenue annually due to bad customer service. According to the survey, 96% customers leave due to bad customer service, and Contact Centers suffer from 38% agent attrition rate.  

That is why Contact Centers are turning to AI and Interactive Voice Assistants (IVA) to deliver automated, personalized experiences to boost both customer satisfaction and ROI.  

Here are key benefits of deploying an IVA: 

  • Provide personalized interactions while offering efficient and automated experiences
  • Can be leveraged across lines of business (sales, customer service, HR, marketing, etc.)
  • Ability to connect with third party systems to identify customer profile data and perform authentication
  • Transform customer service from traditional 9-5 interactions to 24×7 support, anytime, anywhere
  • Elevate agents to perform more fulfilling tasks and engagements, thus boosting employee engagement

When paired with a solid CCaaS foundation IVAs become strategic tools, empowering agents to tackle complex inquiries while delivering frictionless first touch. It’s all about balancing people, process, and technology. – Kyle Finke, Practice Co-Lead

How Conversational AI & Generative AI are transforming the CCaaS Landscape 

Industry surveys show an elevated level of enthusiasm in adopting AI-powered Contact Center solutions. For instance, The Economist Group interviewed 750 customer experience (CX) leaders and 78% of respondents agree that AI will be a critical part of their CX operations in the coming years. 77% of adopters have seen increased employee satisfaction, and 62% have seen increased agent productivity. 

Conversational AI continues to rapidly transform the Contact Center customer experience, offering businesses a powerful tool to enhance customer interactions, improve efficiency, and achieve significant cost savings. The large adoption of conversational AI-powered Contact Center chatbots and marketing automation demonstrates strong business cases and significant ROI.  

Industry leaders like Genesys have focused their R&D efforts on Generative AI to explore practical use cases to bring most value to CX leaders. In an interactive demonstration session during the Genesys Summit, Genesys shared three new features powered by Generative AI: 

  1. Agent assist auto-summarization
  2. Answer highlight extraction 
  3. Bot content generator 

      However, Generative AI introduces a wide array of risks that businesses need to carefully manage, including regulatory and compliance challenges, inappropriate use of language and hallucination, inaccuracy, traceability of data and more. Businesses should work closely with AI experts and tackle these challenges with mitigation plans.  

      Embrace AI-powered solutions that drive performance and loyalty, not just flashy fixes. That’s how we transform contact centers into strategic assets, not cost centers. – Irene Martinez, Practice Co-Lead

      For more information on our thoughts and experiences in the Contact Center world, read our blog, The Dos and Don’ts of IVR Design and our case study, Seamless IVR Solutions Mastering System Conversion & Overcoming Challenges. If you have an IVA with more data than information, are struggling to evaluate your CCaaS solution, or simply have an opinion on our recommended metrics, we would like to hear from you at 

      How Can We Help?