Enhance Contact Center Performance
Enable intelligent automation that improves efficiency, responsiveness, and scalability in contact center operations
AI-Led Growth & Gains
80%
Automation of manual tasks
40%
Reduction in customer support costs
20+
Call deflection achieved
70%
Reduction in average handling time (AHT)
55%
Decrease in call abandonment rates
Our Integrated AI Solutions
Digital AI Agents (Chat, Voice, SMS, Email)
- Human-like voice conversations
- 100% Gen AI-powered
- Driven by RAG Cognitive Search
- Deploy on 15+ touch points
- Hybrid Voice AI and Text or SMS AI
- Seamless fallback from Voice to Text and Live Chat
Real-Time Agent Assist
- Available for chat-based and voice-based interactions
- Instant answers from knowledgebase
- Next-best action suggestions
- Sentiment and intent analysis
- Workflows and decision trees
- Real-time suggestions/nudges
- AutoQA to ensure SOPs
- 50+ post-conversation insights
Live Chat with Co-Browsing for Digital Onboarding
- Real-time engagement through Live Chat & Audio/Video calls
- Co-Browsing for visual guidance without additional downloads + recording
- File Sharing
- Highlighting, Data Field Masking, and Document Signing
LLM Stack: VoiceGPT (FloatGPT), Agent M & RAG Cognitive Search
- VoiceGPT delivers low-latency LLM-powered voice AI for real-time applications, outperforming in speed and responsiveness
- Agent M is an Agentic AI Framework to build and orchestrate task-based LLM Agents
- Cognitive Search helps navigate large, unstructured knowledge base and extract instant insights from it.
Watch Voice AI Transform Customer Interactions
Voice AI for Insurance Claims with Seamless Agent Assist
What the Genesys + Floatbot.AI Partnership Enables
- Intelligent call deflection to AI-led self-service
- Automation of inbound & outbound voice interactions
- Real-time agent assistance during live customer conversations
- Voice biometric-based identity verification
- Automatic language detection and multilingual support
- Deployment of Chat AI across 15+ digital channels
- Seamless escalation from AI Agents to human agents (human-in-the-loop)
- Omnichannel continuity, preserving conversation context across channels
Operational & Business Outcomes
High-Impact Use Cases for Contact Centers & BPOs
Customer Support & Issue Resolution
- Provide instant answers to frequently asked questions
- Guide customers through troubleshooting workflows
- Resolve common issues without human intervention
Appointment Scheduling & Reminders
- Assist customers with booking and rescheduling appointments
- Send automated reminders to reduce missed appointments
Order Management
- Enable order placement and status inquiries
- Share real-time updates on shipping and delivery
Lead Qualification and Sales Assistance
- Capture customer information through guided conversations
- Qualify leads and support personalized product recommendations
Surveys and Feedback Collection
- Conduct post-interaction surveys automatically
- Analyze sentiment and feedback to identify improvement areas
Multilingual and Language Support
- Support customer interactions in multiple languages
- Enable real-time language assistance during conversations
Powered by Deep-Tech AI
91%+
NLP Accuracy
95%+
speech to text accuracy
Self-learning
ability from unstructured documents
< 100 ms
NLP/NLU (ETE processing)
< 50 ms
STT & TTS (ETE processing)
< 500 ms
overall call response time