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Genesys Launches AI for Supervisors to Boost Efficiency, Employee Performance and Customer Experiences

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Genesys Launches AI for Supervisors to Boost Efficiency, Employee Performance and Customer Experiences
News

News

Genesys Launches AI for Supervisors to Boost Efficiency, Employee Performance and Customer Experiences

2025-03-17 20:00 Last Updated At:20:11

SAN FRANCISCO--(BUSINESS WIRE)--Mar 17, 2025--

Today at Enterprise Connect 2025, Genesys ®, a global cloud leader in AI-Powered Experience Orchestration, announced a suite of Genesys Cloud™ AI capabilities designed to empower supervisors. These innovations help organizations navigate the future of work both within and beyond the contact center. As enterprises worldwide are looking for efficiency and scale, Genesys is enabling organizations to expand automation and augment employee performance for improved customer experiences, operational productivity and business impact.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250317355549/en/

With Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, organizations can automate routine tasks and provide managers the support and insights to accelerate speed, improve work quality and increase overall effectiveness. The capabilities offer organizations real-time assistance to analyze data, train employees, oversee processes and handle critical business operations.

Genesys estimates that it’s possible to see a 40% reduction in quality evaluation time, 25% reduction in multilingual evaluations and 38% decrease in quality management administrative costs through utilization of these Genesys Cloud AI capabilities for supervisors, providing an opportunity for significant operational gains. i

According to a recent Genesys report, 46% of customer experience (CX) leaders surveyed said that improving the employee experience through AI technology like copilots is an initiative they plan to implement within the next two years. eir, Ireland’s largest telecommunications company, is already driving ROI from this technology.

“Genesys Cloud has enhanced our customer engagement, with AI capabilities like Copilots for agents playing a key role in helping us improve efficiency and service quality. The result of our AI transformation with Genesys Cloud: a 63% boost in our customer effort score, a 60-second drop in handle time, a 5% rise in sales conversations, and our multi-year partnership projected to bring significant added value over three years,” said John Connors, director of business transformation at eir. "Supervisor Copilot and Virtual Supervisor are the next AI game-changers, which we anticipate will continue to help us elevate our operational agility and workforce for stronger customer experiences."

Augmenting Performance for Greater Impact with Supervisor Copilot

Supervisor Copilot, the latest addition to the Genesys Cloud Copilot suite, builds on last year’s launch of Genesys Cloud Agent Copilot to streamline contact center operations. These AI-driven copilots reduce manual workloads, uncover insights and enhance business outcomes.

Acting as a sidekick for managers, Supervisor Copilot provides prescriptive support for quality assurance, compliance and coaching. Powered by generative AI, it automatically summarizes interactions, allowing supervisors to quickly review and make informed decisions. With advanced quality and conversational intelligence, Supervisor Copilot strengthens compliance and effectiveness across both human and AI-led interactions, sharing context, identifying issues and uncovering opportunities to improve the customer experience.

Automating Tasks for Greater Productivity with Virtual Supervisor

Using large language models, Virtual Supervisor enables managers to automatically populate evaluation templates from an interaction, saving time, increasing efficiency and ensuring comprehensive review capabilities. This automation gives managers deeper visibility into agent performance, behaviors and skills through structured insights that inform decision-making.

Managers configure the level of automation and oversight, including the criteria assessed and whether to accept its recommendations, ensuring that Virtual Supervisor aligns with organizational policies, regulatory requirements and operational goals. This enables managers to move beyond limited quality control to drive performance at scale.

Available as optional configurations in Genesys Cloud, organizations can choose to start using Supervisor Copilot and Virtual Supervisor now. The capabilities work seamlessly with all native Genesys Cloud offerings, including conversational AI, event data and journey management, to deliver more contextual customer engagement. By continuously sharing data across both human and AI-led interactions, these innovations don’t just improve independently; they get better together over time, delivering greater business value.

Genesys Cloud AI capabilities for supervisors already powers a variety of use cases with more coming in the future. A few examples of how organization can leverage these capabilities include:

“As organizations navigate the future of AI, Genesys Cloud can help them stay ahead by augmenting human potential with deeper insights and automation,” said Olivier Jouve, chief product officer at Genesys. “Through our suite of AI for supervisors, we’re enhancing customer experiences and redefining how work gets done. With real-time intelligence and greater efficiency, organizations gain macro-level understanding for strategic management and micro-level precision to improve interactions so they can accelerate business value and operational excellence at scale.”

Flexible AI Pricing for Scalable Growth

Genesys Cloud AI for supervisors has a flexible AI token pricing model that enables organizations to scale and adapt usage seamlessly. This approach allows for the rapid onboarding of users and functionalities while dynamically allocating tokens to meet evolving business needs, optimizing both costs and operations.

For more information on Genesys Cloud AI for supervisors, please visit the Genesys booth 1119 at Enterprise Connect 2025 or the Genesys blog.

About Genesys

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud™, the AI-Powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

© 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.

 

Interface for the new Genesys Cloud™ AI capabilities for supervisors

Interface for the new Genesys Cloud™ AI capabilities for supervisors

WASHINGTON (AP) — President Donald Trump signed an executive order Thursday calling for the dismantling of the U.S. Education Department, advancing a campaign promise to take apart an agency that’s been a longtime target of conservatives.

Trump has derided the Education Department as wasteful and polluted by liberal ideology. However, completing its dismantling is most likely impossible without an act of Congress, which created the department in 1979. Republicans said they will introduce legislation to achieve that, while Democrats have quickly lined up to oppose the idea.

The order says the education secretary will, “to the maximum extent appropriate and permitted by law, take all necessary steps to facilitate the closure of the Department of Education and return authority over education to the States and local communities."

It offers no detail on how that work will be carried out or where it will be targeted, though the White House said the agency will retain certain critical functions.

Trump said his administration will close the department beyond its "core necessities," preserving its responsibilities for Title I funding for low-income schools, Pell grants and money for children with disabilities.

The White House said earlier Thursday that the department will continue to manage federal student loans, but the order appears to say the opposite. It says the Education Department doesn't have the staff to oversee its $1.6 trillion loan portfolio and “must return bank functions to an entity equipped to serve America's students.”

At a signing ceremony, Trump blamed the department for America’s lagging academic performance and said states will do a better job.

“It’s doing us no good," he said.

Already, Trump's Republican administration has been gutting the agency. Its workforce is being slashed in half, and there have been deep cuts to the Office for Civil Rights and the Institute of Education Sciences, which gathers data on the nation’s academic progress.

Education Secretary Linda McMahon said she will remove red tape and empower states to decide what’s best for their schools. But she promised to continue essential services and work with states and Congress "to ensure a lawful and orderly transition.”

The measure was celebrated by groups that have long called for an end to the department.

"For decades, it has funneled billions of taxpayer dollars into a failing system—one that prioritizes leftist indoctrination over academic excellence, all while student achievement stagnates and America falls further behind," said Kevin Roberts, president of the Heritage Foundation.

Advocates for public schools said eliminating the department would leave children behind in an American education system that is fundamentally unequal.

“This is a dark day for the millions of American children who depend on federal funding for a quality education, including those in poor and rural communities with parents who voted for Trump,” NAACP President Derrick Johnson said.

Opponents are already gearing up for legal challenges, including Democracy Forward, a public interest litigation group. Senate Minority Leader Chuck Schumer, D-N.Y., called the order a “tyrannical power grab” and “one of the most destructive and devastating steps Donald Trump has ever taken.”

Margaret Spelling, who served as education secretary under Republican President George W. Bush, questioned whether whether the department will be able to accomplish its remaining missions, and whether it will ultimately improve schools.

“Will it distract us from the ability to focus urgently on student achievement, or will people be figuring out how to run the train?" she asked.

Spelling said schools have always been run by local and state officials, and rejected the idea that the Education Department and the federal government have been holding them back.

Currently, much of the agency’s work revolves around managing money — both its extensive student loan portfolio and a range of aid programs for colleges and school districts, like school meals and support for homeless students. The agency also is key in overseeing civil rights enforcement.

The Trump administration has not formally spelled out which department functions could be handed off to other departments or eliminated altogether. It hasn't addressed the fate of other department operations, like its support for for technical education and adult learning, grants for rural schools and after-school programs, and a federal work-study program that provides employment to students with financial need.

States and districts already control local schools, including curriculum, but some conservatives have pushed to cut strings attached to federal money and provide it to states as “block grants” to be used at their discretion.

Block granting has raised questions about vital funding sources including Title I, the largest source of federal money to America’s K-12 schools. Families of children with disabilities have despaired over what could come of the federal department's work protecting their rights.

Federal funding makes up a relatively small portion of public school budgets — roughly 14%. The money often supports supplemental programs for vulnerable students, such as the McKinney-Vento program for homeless students or Title I for low-income schools.

Republicans have talked about closing the Education Department for decades, saying it wastes money and inserts the federal government into decisions that should fall to states and schools. The idea has gained popularity recently as conservative parents’ groups demand more authority over their children’s schooling.

In his platform, Trump promised to close the department “and send it back to the states, where it belongs.” Trump has cast the department as a hotbed of “radicals, zealots and Marxists” who overextend their reach through guidance and regulation.

Even as Trump moves to dismantle the department, he has leaned on it to promote elements of his agenda. He has used investigative powers of the Office for Civil Rights and the threat of withdrawing federal education money to target schools and colleges that run afoul of his orders on transgender athletes participating in women's sports, pro-Palestinian activism and diversity programs.

Sen. Patty Murray of Washington, a Democrat on the Senate Committee on Health, Education, Labor and Pensions, dismissed Trump's claim that he's returning education to the states. She said he is actually “trying to exert ever more control over local schools and dictate what they can and cannot teach.”

Even some of Trump’s allies have questioned his power to close the agency without action from Congress, and there are doubts about its political popularity. The House considered an amendment to close the agency in 2023, but 60 Republicans joined Democrats in opposing it.

This story has been corrected to reflect the name of the group supporting Trump's education initiatives. It is Moms for Liberty, not Moms for Justice.

The Associated Press’ education coverage receives financial support from multiple private foundations. The AP is solely responsible for all content. Find the AP’s standards for working with philanthropies, a list of supporters and funded coverage areas at AP.org.

Dozens of people gather in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Dozens of people gather in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Kay May joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Kay May joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Dozens of people gather in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Dozens of people gather in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Cindy Mugent joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Cindy Mugent joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Bob Blazo blows a horn as he joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

Bob Blazo blows a horn as he joins dozens of people gathered in downtown Niles, Mich., Thursday, March 20, 2025, to protest recent government cuts in the Department of Education. (Don Campbell/The Herald-Palladium via AP)

President Donald Trump signs an executive order in the East Room of the White House in Washington, Thursday, March 20, 2025. (AP Photo/Ben Curtis)

President Donald Trump signs an executive order in the East Room of the White House in Washington, Thursday, March 20, 2025. (AP Photo/Ben Curtis)

President Donald Trump arrives at the annual St. Patrick's Day luncheon at the Capitol in Washington, Wednesday, March 12, 2025. (AP Photo/J. Scott Applewhite)

President Donald Trump arrives at the annual St. Patrick's Day luncheon at the Capitol in Washington, Wednesday, March 12, 2025. (AP Photo/J. Scott Applewhite)

President Donald Trump walks with Elon Musk's son X Æ A-Xii on the South Lawn of the White House, Friday, March 14, 2025, in Washington before they depart on Marine One. (AP Photo/Alex Brandon)

President Donald Trump walks with Elon Musk's son X Æ A-Xii on the South Lawn of the White House, Friday, March 14, 2025, in Washington before they depart on Marine One. (AP Photo/Alex Brandon)

Protestors gather during a demonstration at the headquarters of the Department of Education, Friday, March 14, 2025, in Washington. (AP Photo/Mark Schiefelbein)

Protestors gather during a demonstration at the headquarters of the Department of Education, Friday, March 14, 2025, in Washington. (AP Photo/Mark Schiefelbein)

Protestors gather during a demonstration at the headquarters of the Department of Education, Friday, March 14, 2025, in Washington. (AP Photo/Mark Schiefelbein)

Protestors gather during a demonstration at the headquarters of the Department of Education, Friday, March 14, 2025, in Washington. (AP Photo/Mark Schiefelbein)

Sarah Cummings carries a protest sign to save the Department of Education while joining other protesters outside a Tesla showroom and service center in the North Hollywood section of Los Angeles on Saturday, March 15, 2025. (AP Photo/Richard Vogel)

Sarah Cummings carries a protest sign to save the Department of Education while joining other protesters outside a Tesla showroom and service center in the North Hollywood section of Los Angeles on Saturday, March 15, 2025. (AP Photo/Richard Vogel)

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