Platform · Chat Bot
Answers in seconds, on every channel.
KeyAI Chat Bot resolves FAQs and simple transactions around the clock, in your customers’ languages, and brings in an agent with the full conversation when it should.
Highlights
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Everywhere your customers are
One bot across your website, mobile app, WhatsApp, Facebook Messenger and the other channels your contact centre runs.
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Grounded in your knowledge
Answers come from your own documents and FAQs, so they stay accurate as your information changes.
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Gets things done
Checks recent transactions, case status and account balances, not just questions.
Everything included
What you get in Chat Bot
Self-service
- 24/7 multilingual support FAQs, service enquiries and issue resolution at any hour, in more than one language.
- Knowledge base answers Retrieval from internal documents and FAQs keeps replies up to date.
- Transactions Look up recent transactions, status updates and balances through secure integrations.
- Structured flows Combine free conversation with fixed, compliant flows for regulated requests.
Channels
- Website and mobile app Embed the chat in your own digital channels.
- WhatsApp and Facebook Messenger Meet customers in the messaging apps they already use.
- Genesys Cloud channels Works on the digital channels supported by Genesys Cloud.
- Consistent across channels The same knowledge and rules, whichever channel a customer chooses.
Hand-over
- Seamless escalation When the bot can’t resolve a request, it routes the chat to a live agent automatically.
- Context preserved The agent sees the whole conversation, so customers never repeat themselves.
- Agent assist after hand-over KeyAI Copilot keeps helping the agent once they take over.
Works hand in hand with
The platform- Voice Bot An AI voice agent that answers calls in natural speech, resolves routine requests and hands over to people with full context. Explore
- Agent Copilot Real-time help for agents inside Genesys Cloud: suggested replies, knowledge search and automatic summaries. Explore
- Workflow Automation A low-code, drag-and-drop designer that connects your AI to the systems behind every request. Explore
Put AI to work in your contact centre.
See KeyAI with your own channels, languages and use cases. Most projects go live in about three months.
Native to Genesys Cloud · Multilingual · Built in Malaysia