One of the world’s largest cloud CX players, Genesys, on the current and future of AI-driven customer engagement, with VP Product Marketing, Elcenora Martinez.
Genesys on AI-driven customer engagement
Genesys is one of the largest cloud CX providers on the planet and is leading the way in the future of customer experience with is cloud contact centre and automation platforms.
VP, Product Marketing for AI at Genesys, Elcenora Martinez joins us to share her experience and insights on the current best practice for implementing conversational AI in enterprise. We discuss the approach Genesys has taken to its voice and conversational AI product offering, the Bold 360 acquisition, trends and observations on challenges faced by companies looking to implement conversational AI and how to overcome them, as well as the importance of design thinking on AI projects and programmes.