Finn AI for Genesys enables banks and credit unions running Genesys Engage to automate service interactions and build engagement using AI powered virtual agents. As the only banking-specific AI chatbot built for the Genesys Engage platform, it allows the easy addition of automated banking customer service for established Genesys call centers.
In this example from a $55B bank, the Finn AI chatbot is configured as a Genesys agent, and transfers sessions to and from other live agents in the call center. Contained sessions, where the chatbot was able to complete the call without engaging a live agent, have reached 60% of sessions and rising.
Features integrated into Genesys Engage :
- Handoff from chatbot to human agent with full context
- Smart routing to agent queues based on skills and request type
- Fits in existing Genesys live agent workflows
- Uses existing Genesys chat clients, transparent to end users