Genesys Unveils New AI Product and State of CX Report

Cloud services provider Genesys recently announced a suite of new AI capabilities for contact center supervisors, which will assist organizations in delivering improved customer service.

AI-fueled automation promises to save over 400 hours a month

The new AI capabilities will enable the automation of routine supervisorial tasks and provide real-time assistance for analyzing data, training employees, overseeing processes, and handling critical operations. Genesys says these automation features will save roughly 470 hours in quality management tasks per month.

The AI products include a Supervisor Copilot, which acts as a sidekick for managers to improve quality assurance compliance adherence, and employee coaching. It also includes a Virtual Supervisor, a solution to enable managers to automate tasks, including evaluating, translating, and summarizing customer conversations, along with sentiment analysis reasoning.

“Consumers are encouraged by the role AI can play in giving them better customer experiences,” said David Norrie, senior vice president at Genesys. “As organizations continue investing in automation and AI to boost efficiency, they can’t risk missing the bigger picture: Customers want companies to solve their problems quickly and with empathy. This report underscores the opportunity for organizations to use AI to improve their customer relationships through better understanding their customers and to provide faster, more memorable experiences regardless of the channel.”

Customer experience report points to consumer optimism

The cloud services provider is also releasing the fourth edition of the “State of Customer Experience Report.” 

This latest edition found that most consumers– roughly 64 percent– are optimistic about AI’s potential to improve customer experience. Further, more than half of those surveyed (53 percent) said they will abandon a favorite brand after as few as two poor interactions.

A few notable statistics from the report include:

• 30 percent said they stopped doing business with a company after a bad experience.
• 86 percent expect to connect with an agent within one to 10 minutes, but over 60 percent say they’ve waited 15 to 60 minutes or more in the past year.
• First-contract resolution was ranked as the most valued aspect of a service interaction.

For CX leaders, the potential for AI to alter how businesses interact with their customers is essential. Forty-two percent of those surveyed said increasing the use of AI to improve experiences is a top priority. Further, companies surveyed are investing 33 percent of their CX-related spending in AI.

Additionally, nearly half– 46 percent– of CX leaders are investing in copilots and real-time coaching solutions that can improve employee experience, which 26 percent of CX leaders consider critical to ensuring they meet their strategic CX goals.

Among other key findings from the survey include:

• 86 percent of consumers surveyed in the report expect to connect with an agent within one to 10 minutes, regardless of the channel. Over 60 percent of consumers have said they have waited 15 to 60 minutes or more in the past year. Relatedly, CX leaders believe long wait times over 10 minutes occur only 10 percent of the time, illustrating a discrepancy between perception and reality.
• For surveyed consumers, first-contact resolution is the most valued aspect of a service interaction, but CX leaders ranked it ninth. Only 32 percent of CX leaders said their organizations track first-contact resolution, despite its potential impact on customer satisfaction and retention.
• Seamless omnichannel experiences are important to consumers as 97 percent of consumers surveyed prioritize it, expecting the ability to transition effortlessly between channels without repeating themselves.
• Just 16 percent of CX leaders surveyed said that their organizations provide fully integrated omnichannel experiences, despite 86 percent of surveyed CX leaders recognizing the importance of these experiences.

“The journey to deliver the future of customer experience is ongoing,” the survey concluded. “To meet ever-evolving consumer expectations and close the gap between their expectations and their experiences, organizations should harness AI and cloud-based platforms to revolutionize self-service and allow for true omnichannel experiences.”

The demand for AI is already strong in 2025 and will continue to grow. Read more about AI in managed services and discover insights for MSPs on using AI technologies.