Use Case List

Chat Bot / Voice Bot

Service for digital channel or voice channel support, powered by cognitive processes for self-service or appropriate routing to an advisor.

Whatsapp - Proactive Messages in Asynchronous Communication with Retry or Agent Referral Capability Status: Active Complexity: Advanced. For more information, access Here
WhatsApp - Proactive Messages in Asynchronous Communication with Retry or Agent Escalation - Cognitive Module Status: Active Complexity: Advanced. For more information, access Here

Demos
Channel - WhatsApp - Virtual Router Reset Description: Here you can configure the Virtual Router with the responses and times you require for the demonstration to your client. This is the first step before starting your demo. For more information, access Here

Integration

Ability to transmit information from business applications impacting customer conversations, either to automate processes or add more value to conversations with agents.

Out-of-Hours Management in Genesys Open Message Status: Active Complexity: Advanced. For more information, access Here
Log out in OpenMessage V1 Status: Active Complexity: Advanced. For more information, access Here
Multichannelity - Chat and voice integration over messages with cognitive assistance and human attention capability Status: Active Complexity: Advanced. For more information, access Here

Omnichannelity

The capability to provide a consistent journey across desired channels (voice, digital, or in-person).

Voice integration with deflection capability to WhatsApp chat Status: Active Complexity: Advanced. For more information, access Here
Voice integration with deflection capability to WhatsApp chat with user intervention Status: Active Complexity: Advanced. For more information, access Here

Customer Service

Supports a cross-cutting digital care strategy for highly mature contact centers.

WhatsApp - Proactive Messages in Asynchronous Communication Status: Active Complexity: Advanced. For more information, access Here
WhatsApp - Proactive Messages in Asynchronous Communication with Retry or Agent Escalation Possibility Status: Active Complexity: Advanced. For more information, access Here
Automated Scheduling for Deferred Contact Due to Voice Queue Availability Saturation Status: Active Complexity: Advanced. For more information, access Here

Artificial Intelligence and Cognitive Engines

Sentiment Analysis Integration Status: Active Complexity: Advanced. For more information, access Here