Deepdesk on the road: Genesys Xperience 2023

The “AI” buzz at the Genesys Xperience

In the first few days at the Geneys Xperience 2023 in Denver, it’s obvious that AI and ChatGPT are on everyone’s mind. You can’t walk too far on the expo floor without hearing someone talking about AI or be in a presentation for more than a few minutes without hearing that a company “has AI” or is “using AI.” The other thing we noticed is that there isn’t much to say after that. Most people are talking about using AI in the context of contact centers in broad terms, or showing a roadmap that includes some kind of “AI feature” which will be available later this year or in early 2024. For those of us who know how product roadmaps work, those dates may slip a little bit.

Real-time AI implementation by Rabobank

There were a few exceptions that were able to talk about how they are using AI in their contact centers now, and one was Rabobank, who implemented Deepdesk into some of their contact centers in early May. Deepdesk’s AI Agent Assist integrates directly into Rabobanks Genesys Cloud embedablle framework is able to provide agents in digital channels with the best answer to any customer query in real-time. In essence, Deepdesk’s Agent Assist works like the Google Serach autocomplete feature: you begin typing a search term and Google suggests multiple options for you to choose from (or not).

Benefits of Deepdesk's AI Agent Assist

Working with Rabobank, Deepdesk was able to train two distinct AI models, one business and one retail. These are both continuously fine tuned and updated with live conversation data, and provide Rabobank’s agent the best answer to any question at any moment, in real time, and directly in their chat interface. Using Deepdesk’s AI Agent Assist for the past six weeks, agents have been able to automate 20% of the characters they would have had to otherwise type, allowing them to answer costumers questions faster. Not only that, but the quality of answers has improved and is consistent across agent. Finally, using Deepdesk’s Summarize feature, agents are able to generate a summary of a completed conversation and log it with one click in seconds, versus the minutes they would have spent before.

Using AI in contact centers today

As another successful Geneys Xperience winds down, we are excited to hear all the talk about AI and the products and features that are coming soon. But we are even more excited about what is happening right now, and how companies like Rabobank are using our AI Agent Assist technology today to enable their agents to work faster and provide the highest quality of service to their customers. If you are interested in learning about how you can use Deepdesk’s Agent Assist in your contact center now, get in touch with us here.