Case Study: Genesys achieves 82% query response accuracy and saves 60 hours of staff time with Google Cloud Platform

Genesys Transforming customer experiences with AI

Genesys, a Google Cloud Technology Partner, needed a more scalable way to deliver customer support during its growing annual Xperience event. The company wanted to move beyond a single on-site service area and provide 24/7 help through its event app, using Google Cloud Platform technologies such as Contact Center AI, Dialogflow Enterprise Edition, and Cloud Natural Language API.

Google Cloud Platform helped Genesys launch “Kate,” a virtual assistant that handled attendee questions in real time and escalated complex issues to staff with full context. The solution achieved 82% query response accuracy, answered 1,054 event questions, saved about 60 hours of staff time, and reduced escalations to an average of four minutes, improving both attendee and employee experience.

Genesys

Daniel Stoops

Solutions Architect