AI Chatbot for Genesys Engage
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