Case Study: Citrix reduces call volume and achieves 60% self-service automation with Genesys DX

Finding self-service success with Genesys DX

Citrix, a global digital workspace software company, faced a growing backlog of questions from non-technical end users that increased call volume and threatened its Net Promoter Score. The team needed a simple, user-friendly self-service option to reduce incoming contacts while maintaining high customer satisfaction.

Citrix implemented Genesys DX with live chat and a phased, chatbot-first approach—starting narrowly with ShareFile then adding tasks like password resets and expanding into sales and other products. The bot now handles over 10,000 questions from 5,000+ users monthly, answers 60% without agent intervention, dramatically reduced call volume without expanding the support team, and provided reporting insights that improved both the bot and product experience.

Citrix

Patrick Quinlan

Senior Manager, Self-Service and Analytics