Joe Smith, SVP of R&D for Digital and AI at Genesys, discusses the integration of AWS Bedrock to enhance their platform. By leveraging foundational models like Anthropic AI and Titan, Genesys optimizes AI for high-volume, low-latency workloads, processing 1.5 billion monthly calls in real-time. Genesys employs advanced flow mining to analyze agent-customer conversations, ensuring compliance with standards like HIPAA and GDPR. Their predictive engagement directs customers to appropriate resources, and large language models improve conversation complexity and agent assistance.
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