Genesys Xperience 2023: Genesys Expands AI Capabilities Through Generative AI Enhancements and Partnerships

Genesys Xperience 2023: Genesys Expands AI Capabilities Through Generative AI Enhancements and Partnerships

This IDC Market Note covers highlights from Genesys' AI-focused announcements, sessions, and product launches at Xperience 2023 and their implications for Genesys' strategy and the overall conversational AI market. At its Xperience 2023 event held June 19-21, Genesys showcased new and enhanced AI-powered capabilities that it has introduced into its Genesys Cloud CX platform and other offerings, focused on the areas of generative AI, work automation, and task routing. Genesys also announced an expanded partnership with Amazon Web Services (AWS) that allows it to take advantage of AWS Bedrock, AWS' fully managed service for providing foundation models via API. Over the course of the event, executives, customers, and partners provided different perspectives on these expanded features and partnerships and their potential for improving customer and employee experiences within and beyond the contact center while reducing costs.

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