Genesys chat and SupWiz’ AI chatbot create value together
15th of October 2020
In an unemployment insurance fund’s Genesys solution, SupWiz’ AI chatbot is a popular colleague among human agents.
The unemployment insurance fund, which is one of the largest in Denmark, has a live chat on the website that members can use to get assistance. They use SupWiz’ AI chatbot which is integrated with their Genesys chat, so it can provide service like a human agent. Here it both carries out tasks on its own and assists agents. The Member Consultant at the unemployment insurance fund, says about the solution:
“The chatbot creates a lot of value: We are particularly pleased with the fact that the chatbot has halved the time agents spend chatting with members.”
Interplay between AI and human agents
The chatbot handles queries completely on its own without involving human agents in many cases. Still, when the chatbot needs to transfer a conversation to a human agent, it also creates value:
Member Consultant at the Unemployment Insurance Fund
“The bot asks the member for information before the chat is transferred to an agent, like e.g. an elaboration of the problem or contact info. In that way the chatbot partially solves the problem”, he explains.
Since queries are picked up by the chatbot immediately, the response time is significantly reduced both when the chatbot handles the queries on its own and when it transfers to a human agent.
Member Consultant at the Unemployment Insurance Fund
The collaboration
The unemployment insurance fund has been using SupWiz’ AI chatbot with success also before implementing Genesys. When it comes to the transition to Genesys, the other Member Consultant at the unemployment insurance fund says:
”SupWiz has – and still is – a great help and sparring partner in the transition. The work we did ahead of the transition meant that on the day the transition took place, the chatbot was ready to handle chat messages in Genesys right away.”
Søren Dahlgaard, Chief AI Officer at SupWiz
SupWiz’ Chief AI Officer Søren Dahlgaard says about the collaboration:
“We are excited to work with such ambitious organizations like unemployment insurance funds, who aim to deliver the best service possible to their members on all channels in an ever-changing world, and we look forward to our continued collaboration on delivering exactly that.”
Got a Genesys chat? Or Zendesk? Or something else? Reach out to us and hear how you can get a seamless integration of SupWiz’ AI chatbot into the chat solution that your agents are already using.
About the unemployment insurance fund
The unemployment insurance fund is one of Denmark’s largest unemployment funds with 145,000 members. Their mission is to help its many members finding the right job through focused efforts and a diverse offering of services and assistance. The unemployment insurance fund works together with more than 58 different organizations to achieve an intimate knowledge of its members and the challenges they face.
About SupWiz
SupWiz delivers a next generation AI platform for customer service and support. This includes chatbots, email bots, ticket routing & automation, knowledge article matching, and much more.
The solution for example enhances existing systems such as Zendesk, Remedy and ServiceNow with advanced AI improving both customer and agent satisfaction. SupWiz’ AI platform is today used by thousands of agents benefiting millions of end-users and our customers include NNIT, One.com, ATP, Copenhagen Municipality, and many more.
In 2019 SupWiz was awarded the most prestigious innovation award by the Minister of Science and Higher Education for perhaps the world’s best chatbot.