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Enterprise Connect

Top Contact Center Stories of 2017: Page 7 of 12

A look at the groundswell of activity around artificial intelligence, and more
Sheila McGee-Smith
January 03, 2018

Genesys Announces Kate

In 2016, the big news from Genesys was its acquisition of Interactive Intelligence. At an industry analyst meeting in November 2017, CEO Paul Segre "declared success," stating that integration activities were complete.

Kate, announced in May 2017 at the Genesys CX 17 user/partner/consultant/analyst event in Indianapolis, is the platform for incorporating AI into the Genesys portfolio. An important element of Kate is the concept of "blended AI;" the goal is to work with and assist live agents, not replace them.

The slide highlights three of the initial AI deliverables under the Kate umbrella:

  • Predictive routing, to fine-tune the routing of interactions to agents
  • Workforce optimization, using AI to improve existing workforce and quality management algorithms
  • Automation, improving and extending self-service options for customers via features such as chat bots, always providing the option to move to a live agent with context

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Enterprise Connect