What Is GenAI? 

Generative artificial intelligence (GenAI) refers to AI systems capable of generating human-like text, speech, and other forms of content. In the contact center, GenAI can be used to enhance customer service by automating interactions, providing personalized responses, and streamlining operations. Examples of GenAI in the contact center include virtual agents, chatbots, agent assist, analytics, and reporting features. GenAI helps to reduce costs and improve contact center performance and customer experience.