Empowering Genesys CX with Commerce.AI

Written by
Andy Pandharikar
July 6, 2022

We recently announced that Commerce.AI is available as a premium app on Genesys AppFoundry, enabling a host of benefits for Genesys Appfoundry customers, including:

  • Seamless access and user experience within Genesys Cloud
  • Scale and automation through multi-cloud and multi-lingual support
  • Easy billing through existing Genesys Agreement

Equally important, this offering is an important step for the contact center industry as it makes unstructured customer data, artificial intelligence, and digital transformation more accessible to front line customer service organizations and their teams, enabling more valuable customer experiences. 

The Billion Dollar Value of Unstructured CX Data 

Unstructured CX data, in the form of text, video, and audio, represents an astounding 90% of all new enterprise data, and it is growing 2x-3x faster than structured data. Add on the growth of digital channels and conversations across social media, forums, review sites, chats, and more, unstructured data is becoming an industry of its own. 

But many organizations are without data capabilities needed to realize its full potential.  Unlike structured data, unstructured data is “messy”; it does not adhere to conventional data models or analytic tools. This makes it more challenging to aggregate and interpret. Once processed, however, unstructured data can deliver a more comprehensive and holistic understanding of markets, trends, products, and businesses, making it an untapped resource with the potential to create competitive advantage for organizations that understand how to use it.    

Commerce.AI Digital Transformation

Commerce.AI was built from the ground up to address the growing volume of unstructured data. With Commerce.AI, companies can quickly leverage AI technology to amass and process data from public and internal data sources and data types in real-time. To date, our platform has processed over 1 billion data points across products, categories and industries. What typically takes months to aggregate, model and train data, now takes a few minutes, thereby offering organizations the scale and speed to make key business decisions quickly and effectively.

Commerce.AI also helps teams across organizations access and activate unstructured data. Commerce.AI supports both internal and external data sources and reduces data silos, thereby making it easy for product and service leaders across the organization to gain insights into consumer behavior—and make use of this intelligence across multiple touchpoints—without having to manage the underlying technology stack themselves.  

Why Genesys - Enabling Digital Front Lines    

With the proliferation of digital channels changing how we interact with businesses, customer data is growing and quickly becoming a significant portion of the burgeoning unstructured data volume. Therefore contact centers are moving towards AI and digital transformation to help deliver proactive, predictive, and personalized experiences to deepen their customer connection across channels, while also improving employee productivity and engagement.

Genesys, the leader in omni-channel customer contact solutions, plays a critical role in driving this transformation. Every year, Genesys orchestrates more than 70 billion customer experiences for organizations in more than 100 countries. Through the power of cloud, digital and AI technologies, organizations can realize Experience as a Service℠, Genesys’ vision for empathetic customer experiences at scale. This commitment to innovation and proactive customer engagement across every touch point aligns with ours, and we are proud to partner with Genesys to deliver superior customer and employee experiences through data accessibility and activation.     

Commerce.AI Benefits for Genesys AppFoundry Customers 

With the Commerce.AI platform on Genesys AppFoundry, Genesys AppFoundry customers can now obtain a holistic view of customer needs and contexts by combining unstructured public data - pre- and post- purchase - with internal conversational data, enabling teams to better anticipate and address customer issues, and empower agents to deliver greater business outcomes. 

Commerce.AI’s pre-built industry-specific AI models provide organizations with relevant sentiments, intents and contextual insights. For example, we offer auto-learning, pre-trained models across industries like automotive, banking, retail, consumer goods, healthcare, and travel. No matter the vertical, Commerce.AI’s models can help companies leverage the power of AI to drive business outcomes, including consumer behavior insights, growth opportunities, and more efficient business decision making.

Commerce.AI also connects to 100+ data sources, including internal data sources that power calls and chats, enabling Genesys AppFoundry customers to automatically unlock relevant opportunities across all stages of the customer and employee experience. 

Additional Commerce.AI platform benefits include: 

  • Direct access within Genesys. Simplify your workflow and automatically uncover insights within Genesys.  
  • Seamless integration with other data tools. Easily integrate with existing CDP or other customer data tools to enable personalized customer moments.  
  • Inclusive data access. Seamlessly deliver clean, actionable data to BI teams across formats 
  • Real-time insights through Voice Survey. A proactive, human approach to gaining responses and insights into employee performance and customer needs.  

Commerce.AI Benefits for Genesys AppFoundry Partners 

We’re excited about this new offering on Genesys AppFoundry and providing organizations across industries the tools to better understand their customers across channels and data types. We’re also driven to help organizations manage and make sense of the growing volume of data available across the web. 

By helping teams source, process and extract insights into consumer behavior in real-time, we’re scaling and optimizing data operations, and empowering organizations to leverage AI to deliver customer experiences that matter.  

That’s why Commerce.AI is a great partner to businesses whose role is to help other organizations procure innovative CX solutions while avoiding the complexity of building their own deep learning systems. 

For Genesys partner organizations, Commerce.AI availability on Genesys AppFoundry provides tremendous benefits, including:  

  • No Heavy Lift. Commerce.AI is fully Integrated with Genesys.
  • Multi-Cloud Support. Available to customers on-prem or in the cloud. 
  • Multi-Lingual Support. Provide customers access to data in local languages 
  • Value-Add Service. Build your own AI/BI services wrap utilizing out-of-the-box data models and integrations 

We’re thrilled about this new offering and providing customer-first organizations across industries the tools to better understand and address their customers wherever they are. We’re also driven to help organizations manage and make sense of the growing volume of data available across the web.  

By helping teams source, process and extract insights into customer behavior in real-time, we’re scaling and optimizing data operations, and empowering organizations to leverage AI to deliver customer experiences that matter.  

Ready to unlock the power of unstructured data and get started on driving greater business outcomes through your contact center? Visit our page on Genesys AppFoundry for more information. 

If you’re interested in becoming a partner and bringing Commerce.AI to your customers, visit our Partners page or contact us at human at commerce dot ai. 

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