As previously explored, Generative AI is a subset of AI that focuses on generating new content, typically in the form of text, images, or videos. This technology uses neural networks and deep learning techniques to create content that is often indistinguishable from human-generated content.

So how do we effectively apply Generative AI to reinvent the customer experience, enhance contact centre operations, and improve overall efficiency?

Below we explore the top 4 use cases of Generative AI currently being used in contact centre software.

1. Improved Knowledge Management

Organisations are using Generative AI to scour through policies, products, services, knowledge articles, and customer history – information that is stored within their existing applications and software. It then auto-generates knowledge articles for review by an experienced agent to enhance and improve the knowledge management process.

As a result, customer service agents are empowered with providing better answers, faster, during a live customer conversation. And, with more information available readily available, lesser experienced agents can offer up call resolutions with greater confidence, improving customer engagement and the overall quality of customer service.

2. Virtual Assistants and Chatbots

We all prefer to talk to a “real” person, but we know it’s not always possible, nor do we have the time to wait in a call queue to get the answers we need. Employing the use of Virtual Assistants and Chatbots alleviates these issues for the consumers and helps to reduce the load on call centre agents.

Generative AI has enhanced the quality of these technologies to intuitively respond to customers based on the neural networks designed to respond to specific questions and keywords. The intelligent technology behind Generative AI can provide instant responses to customer enquiries and engage with customers using natural language styles. Some modern chatbots can even match the formality and tone to that of the customer.

The ability to understand natural language and learn from past interactions means that Virtual Assistants and Chatbots powered by Generative AI offers personalised and efficient customer service, which in turn frees up contact centre agents to focus on more complex and high value tasks. And, with it becoming harder to determine whether you are interacting with a human or a bot, Generative AI enhancements are only going to further blur these lines, supporting seamless interactions and improved customer experiences.

Genesys Cloud CX supports your environment with Dialog Engine Bot Flows which uses AI to create better chatbots and voicebots. Genesys orchestrates native and third-party bots along the customer journey to create exceptional experiences.

3. Real-Time Sentiment Analysis and Emotion Detection

While sentiment analysis is not new, using Generative AI to analyse and detect real-time customer sentiment and emotion assists contact centre agents to better understand their customers’ needs.

Generative AI interprets customer text, tone and voice cues, identifying any customer dissatisfaction, frustration, elation etc. to empower agents to promptly respond, enabling more empathetic and personalised customer support.

Native speech and text analytics within Genesys Cloud CX employs natural language understanding (NLU), transcription, sentiment analysis and topic spotting to identify key events to improve and personalise customer experiences by:

  • Listening as customers engage with agents across digital and voice channels
  • Understanding and predicting what customers want based on their behaviour
  • Act by connecting customers to the right agent or self-service resource
  • Learn from all interaction results to continuously improve

4. Call Summarisation, Analytics and Tasks

It’s not all about improving the customer experience. Generative AI is powerful in supporting the agent experience too.

By analysing and summarising calls held between customers and contact centre agents, administrative tasks previously required to be completed by agents is now being done through Generative AI.

When a customer service agent does not need to focus on note taking during a call, they can focus solely on the needs of the customer. Post-call tasks are also streamlined or automated, allowing for expedited follow-ups and improved quality control.

These capabilities flow neatly into the use of Workforce Engagement tools which are used to analyse employee performance and identify the specific skills, knowledge and behaviours of top performers. Not only does this support all agents to improve and upskill, it also uses the data to better match employees to each customer and situation – otherwise known as predictive routing.

If you are intent on providing more personalised support to your customers, improving agent engagement, increasing productivity, and streamlining processes, Generative AI is a powerful tool for your organisation.

Be at the forefront to:

  • Drive conversion and retention by predicting online visitors’ preferences and desires.
  • Proactively connect qualified customers and prospects with the right offer at the right time.
  • Handle more tasks and resolve issues faster with conversational AI bots.
  • Anticipate business demands by scheduling the right number and type of agents to provide the best experiences.
  • Boost performance by maintaining customer context across interactions to offer next-best actions in real time.
  • Use outcome prediction to capture training needs and match each customer with the best available agent.


If you are interested in learning how to use Generative AI technology within your contact centre environment, please get in touch with your QPC Account Executive or reach out using the contact form below and one of the team will be in touch.