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

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Genesys Engage Integration

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How Finn AI & Genesys Improved A Call Center Experience

5X

Faster user experience – customer issues are resolved in an average of 2.1 minutes

66%

Understanding level after 2 months.

2 Month

Integration process

ATB Financial upgraded its call centre capabilities with Genesys Engage but needed to ensure scalability for their 330-person call center. Finn AI’s chatbot works alongside the call center employees to complete simple banking tasks for customers. If Finn AI is unable to assist them, the transition to a customer service agent is controlled and seamless.

Now, customers have their needs met faster than ever with Finn AI and call centre employees have more time to devote to customers with more complex issues. See how Finn AI and Genesys work together to improve customer experience and employee productivity.

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Channels Available

Web

Online Banking

Mobile Banking

Third Party Channels

Using AI that is pre-trained on millions of real-world banking conversations and able to understand over 80% of bank and CU queries out-of-the-box, Finn AI for Genesys adds the ability to capture and handle the repetitive queries that monopolize live Genesys agent time. The result is faster service, less waiting, and more time for live agents to deliver personalized service.

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