Finn AI Chatbot for Genesys Live Chat in Banking
Finn AI for Genesys enables banks and credit unions to launch a banking-specific AI chatbot alongside their Genesys live chat service.
The chatbot is designed to automate service interactions 24/7 while also supporting the seamless handover of critical conversations to live agents on the Genesys platform. For situations where the chatbot doesn’t have an answer or when the customer requests, engaging the right person in the contact center is crucial.
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.
Finn AI and Genesys features:
- Handoff from chatbot to human agent with full conversation 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