Genesys improves social media capabilities with Solariat buy
Solariat technology will allow automated routing of social media customer comments
Contact centre specialist Genesys has increased the social media capabilities of its solutions with the acquisition of assets from Solariat.
Solariat solutions allow for social media postings from customers to be automatically assessed and routed based on customer intent.
The SocialOptimizr solution will be fully integrated to the Genesys Agent Desktop, and the artificial intelligence capabilities in the SocialOptimzr platform will be applied to all of the interactions managed by the Genesys Customer Experience Platform.
With Solariat SocialOptimizr, the Genesys Customer Experience Platform will identify customer intent via social media, assign customer intent with an ‘action-ability score,' and determine whether an automated or human-assisted response is appropriate. Using proprietary filtering technology, SocialOptimizr prioritizes customer intent to optimise collaboration and dramatically improve company response times. Additionally, as customer service, sales or marketing promotions trend via social media, SocialOptimizr dynamically learns to apply smart tags on posts or tweets to improve social listening capabilities, report on missed social conversations, and populate the SocialOptimizr knowledge base to continually improve customer experience.
"Today's customer experience leaders facing a daunting task in trying to understand what their customers are saying in the social sphere, and what to do about it," said Paul Segre, president and CEO, Genesys. "Combining Solariat's patented social analytics technology with the Genesys Customer Engagement Platform will give Genesys customers a powerful new tool to deliver accurate and consistent answers across all customer touch points including social media."