Genesys Chatbot
Benefits
This algorithmic tool allows users to self-service, meaning they can obtain information 24/7 and not need to speak to a human to receive an answer. This, in turn, helps reduce the queue length times for the customer service team as well as ensuring that users receive responses that are consistent. Another benefit for customers is allowing them to choose communication method.
Details
- Tool name
- Genesys Chatbot
- Status
- live
- AI method (as recorded)
- Natural Language Processing, Retrieval Augmented Generation
- AI method (normalised tags)
- Natural Language Processing Retrieval Augmented Generation
- Usecase
- Conversational AI
- Origin
- gov.uk
- Owning team
- Cafcass Call Centre Team
- Date added
- 17 December 2024
- Scrape date
- Source note
- The Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows uses a natural language understanding (NLU) engine that can interpret and process information the customer provides as input. It leverages a Retrieval-Augmented Generation (RAG) architecture, securely deployed within an Amazon Web Services (AWS) environment. The system handles approximately 2,500 queries per month with a query answer success rate of 64% based on user satisfaction. [Source]