Platform
One platform for every conversation.
Voice and chat bots in front, Copilot beside your agents, workflows underneath, all sharing one knowledge base and one history. Pick an area to see everything it includes.
Platform areas
- Voice Bot An AI voice agent that answers calls in natural speech, resolves routine requests and hands over to people with full context. Conversation Routing & escalation Control Explore Voice Bot
- Chat Bot Instant, 24/7 answers on your website, app, WhatsApp and Messenger, drawn from your own knowledge base. Self-service Channels Hand-over Explore Chat Bot
- Agent Copilot Real-time help for agents inside Genesys Cloud: suggested replies, knowledge search and automatic summaries. Assistance In the agent desktop Your choice of model Explore Agent Copilot
- Workflow Automation A low-code, drag-and-drop designer that connects your AI to the systems behind every request. Designer What it automates Connectivity Explore Workflow Automation
- Analytics & Quality Live dashboards, a full history of every bot interaction and automatic quality scoring. Dashboards Quality Records Explore Analytics & Quality
- Integrations Native to Genesys Cloud, ready for WhatsApp and Messenger, with hundreds of connectors and your own AI model. Contact centre Channels Systems and AI Explore Integrations
- Website Assistant Affina: a chat and voice assistant for any website that can show visitors around while they talk. For visitors For your site Explore Website Assistant
Capability index
Everything, at a glance
Every capability in every area, on one page.
Voice Bot
Conversation
- Speech recognition
- Multilingual and code-switching
- Configurable prompts
- Multiple voice models
Routing & escalation
- Intelligent call routing
- Escalation with context
- Sentiment-based transfer
- Inbound and outbound
Control
- Assistant settings
- Tools and workflows
- Production switch
- Call logs and evaluation
Chat Bot
Self-service
- 24/7 multilingual support
- Knowledge base answers
- Transactions
- Structured flows
Channels
- Website and mobile app
- WhatsApp and Facebook Messenger
- Genesys Cloud channels
- Consistent across channels
Hand-over
- Seamless escalation
- Context preserved
- Agent assist after hand-over
Agent Copilot
Assistance
- Real-time response assistance
- Knowledge search
- Automatic summarisation
- Tables on request
In the agent desktop
- Built into Genesys Cloud
- Copy to chat in one click
- Regenerate
- Turn AI on or off
Your choice of model
- Model selection
- Bring your own AI
- Shorter training time
Workflow Automation
Designer
- Low-code editor
- Test runs
- Templates and folders
- Execution history
What it automates
- Account lookups
- Appointments and callbacks
- FAQ responses
- Escalation logic
Connectivity
- 500+ connectors
- API requests
- Bring your own AI
- Tools for assistants
Analytics & Quality
Dashboards
- Interactions by assistant
- Call minutes
- Why calls ended
- Success rate
Quality
- Auto-assessment
- Policy compliance
- Customer ratings
Records
- Call logs
- Transcripts
- Date range filters
Integrations
Contact centre
- Genesys Cloud CX
- Genesys Engage
- Escalation to agents
Channels
- Phone
- Website and app
- WhatsApp and Messenger
- Telegram and more
Systems and AI
- REST APIs
- MCP servers
- AI providers
- Enterprise identity
Website Assistant
For visitors
- Welcome screen
- Full screen on phones
- Accessible
- Speaks their language
For your site
- One script tag
- Matches your brand
- Consent built in
- Feedback
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