Tech Talks in 20

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18Episodes

Tech Talks in 20 is a new podcast series that focuses on the topics that our prospects and customers want to hear about – topics like AI ethics, predictive routing, bots, innovations to Genesys solutions and more…and we cover it in 20 minutes.

S2 Ep. 5 Deliver empathy at scale with conversational AI

September 15, 2021

Over the last three years, conversational AI has evolved from a futuristic vision into a practical reality for a growing number of contact centers. Increasingly, customer experience leaders identify artificial intelligence (AI) as a top tech priority.

In this episode, hosts Michael Logan and Ginger Conlon are joined by Erica Mayshar, Senior Manager of Solutions Consulting at Genesys, to discuss the key elements of a successful conversational AI implementation. Far more than a deflection strategy, AI can enhance the customer journey and drive revenue. And with the right approach, contact centers can integrate AI-driven bots seamlessly for a fluid, satisfying customer experience.

S2 Ep. 4 Engage customers through social channels

September 1, 2021

Social media connects people — with family, friends and even brands. It’s quickly becoming an important channel for contact centers, too. The broad visibility of social channels means your responses and interactions are public, so the stakes are high.

In this episode, Katie Ritz, Senior Director of Product Management for the Genesys Cloud CX^TM platform, talks about the unique challenges of social media engagement, the role of video in customer interactions and the power of cloud technology to enable seamless omnichannel experiences with less burden on the contact center.

Tech Talks in 20

Tech Talks in 20

S2 Ep. 5 Deliver empathy at scale with conversational AI

S2 Ep. 4 Engage customers through social channels

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