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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

DEIR AL-BALAH, Gaza Strip (AP) — An international United Nations staffer was killed and five others were wounded in a strike Wednesday on a U.N. guesthouse in the Gaza Strip, as Israel pressed on with a new offensive in the territory that shattered a fragile ceasefire with Hamas.

Israeli Defense Minister Israel Katz threatened to step up the assault, warning Palestinians in Gaza that Israel would again order evacuations from combat zones soon. He said that if hostages held in the territory weren't freed, “Israel will act with an intensity that you have not seen.”

Jorge Moreira da Silva, head of the U.N. Office for Project Services, declined to say who carried out the strike in the central city of Deir al-Balah but said the explosive ordnance was “dropped or fired” and the blast was not accidental or related to demining activity.

He did not provide the nationalities of those killed and wounded. The U.N. body, known as UNOPS, carries out infrastructure and development projects around the world.

The Israeli military, which has carried out a heavy wave of airstrikes throughout Gaza since early Tuesday, denied earlier reports that it had targeted the U.N. compound.

But Moreira da Silva said strikes had hit near the compound on Monday and struck it directly on Tuesday and again on Wednesday, when the staffer was killed. He said the agency had contacted the Israeli military after the first strike and confirmed that it was aware of the facility's location.

“Israel knew this was a U.N. premise, that people were living, staying and working there," he said.

After the strike Wednesday, the wounded were rushed to Al-Aqsa Martyrs' Hospital in central city of Deir al-Balah. One man was carried inside on a blanket held up by medical workers. Another lay on a hospital bed, his knee bandaged. A blue protective vest emblazoned with “UN” rested on a nearby bed.

There have been no reports of rocket fire or other Palestinian militant attacks since Israel unleashed the airstrikes overnight and into Tuesday, ending a ceasefire with Hamas that took hold in January. The Israeli bombardment continued into Wednesday, though at a lower intensity.

The Gaza Health Ministry said at least 436 people, including 183 children and 94 women, have been killed since Israel launched the strikes early Tuesday. It said another 678 people have been wounded.

The military says it only strikes militants and blames civilian deaths on Hamas because it operates in densely populated areas. Gaza's Health Ministry records do not distinguish between civilians and combatants.

The military said in a statement that as part of the new offensive, it struck dozens of militants and militant sites on Wednesday, including the command center of a Hamas battalion.

The war in Gaza, which was paused in January by an internationally-mediated ceasefire agreement between Israel and Hamas, has been among the deadliest conflicts ever for humanitarian workers, according to the U.N.

The resumption of fighting launched by Israel early Tuesday risks plunging the region back into all-out war. It came weeks after the end of the first phase of the ceasefire, during which Israel and Hamas exchanged hostages for prisoners and were set to negotiate an extension to the truce that was meant to bring about an eventual end to the war.

But those negotiations never got off the ground. Hamas has demanded that Israel stick to the terms of the initial ceasefire deal, including a full withdrawal from Gaza and an end to the war. Israel, which has vowed to defeat Hamas, has put forward a new proposal that would extend the truce and free more hostages held by Hamas, without a commitment to end the war.

Frankel reported from Jerusalem and Magdy from Cairo.

Follow AP’s war coverage at https://apnews.com/hub/israel-hamas-war

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

An injured United Nations Mine Action Service (UNMAS) worker is brought into al-Aqsa Martyrs Hospital following what the U.N. described as a strike in which an explosive ordnance was "dropped or fired" in Deir al-Balah, central Gaza, Wednesday, March 19, 2025. (AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is brought into al-Aqsa Martyrs Hospital following what the U.N. described as a strike in which an explosive ordnance was "dropped or fired" in Deir al-Balah, central Gaza, Wednesday, March 19, 2025. (AP Photo/Abdel Kareem Hana)

EDS NOTE: GRAPHIC CONTENT - EDS NOTE GRAPHIC CONTENT.-Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

EDS NOTE: GRAPHIC CONTENT - EDS NOTE GRAPHIC CONTENT.-Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Palestinians evacuate an injured man after his house was hit by an Israeli bombardment in Gaza City, Wednesday, March 19, 2025. (AP Photo/Jehad Alshrafi)

Israelis march on a highway toward Jerusalem to protest Prime Minister Benjamin Netanyahu's plans to dismiss the head of the Shin Bet internal security service, on Wednesday, March 19, 2025. (AP Photo/Ohad Zwigenberg)

Israelis march on a highway toward Jerusalem to protest Prime Minister Benjamin Netanyahu's plans to dismiss the head of the Shin Bet internal security service, on Wednesday, March 19, 2025. (AP Photo/Ohad Zwigenberg)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

The body of United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

The body of United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

The body of United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

The body of United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

Smoke rises following an Israeli bombardment in the Gaza Strip, as seen from southern Israel, Wednesday, March 19, 2025. (AP Photo/Ariel Schalit)

Smoke rises following an Israeli bombardment in the Gaza Strip, as seen from southern Israel, Wednesday, March 19, 2025. (AP Photo/Ariel Schalit)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is treated at the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is treated at the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025.(AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

An injured United Nations Mine Action Service (UNMAS) worker is taken into the al-Aqsa Martyrs hospital after an explosion in Deir al-Balah in central Gaza, Wednesday March 19, 2025. (AP Photo/Abdel Kareem Hana)

Smoke rises following an Israeli bombardment in the Gaza Strip, as seen from southern Israel, Wednesday, March 19, 2025. (AP Photo/Ariel Schalit)

Smoke rises following an Israeli bombardment in the Gaza Strip, as seen from southern Israel, Wednesday, March 19, 2025. (AP Photo/Ariel Schalit)

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