At Enterprise Connect 2025, Genesys introduced a new suite of Genesys Cloud AI capabilities designed to empower supervisors. These advancements aim to help organisations navigate the evolving work landscape within and beyond the contact centre.
As businesses worldwide seek to enhance efficiency and scalability, Genesys equips them with AI-driven automation and intelligence to improve customer experiences, boost operational productivity, and drive measurable business impact.
“As organizations navigate the future of AI, Genesys Cloud can help them stay ahead by augmenting human potential with deeper insights and automation. 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,” said Olivier Jouve, chief product officer at Genesys.
The latest enhancements include Genesys Cloud Supervisor Copilot and Genesys Cloud Virtual Supervisor, which automate routine managerial tasks and provide supervisors with real-time insights. These tools assist in data analysis, employee training, process oversight, and critical business operations. By leveraging these capabilities, organisations can also reduce administrative burdens while increasing agility and effectiveness in decision-making.
Enhancing performance through AI-driven assistance
Building on the success of Genesys Cloud Agent Copilot, Supervisor Copilot is the newest addition to the Genesys Cloud Copilot suite. It is aimed at streamlining contact centre operations by reducing manual workloads, uncovering insights, and improving outcomes. This AI-powered assistant acts as a strategic sidekick for managers.
With generative AI, Supervisor Copilot automatically summarises customer interactions, allowing supervisors to review key insights quickly and make more informed decisions. Moreover, its advanced quality and conversational intelligence capabilities help ensure compliance, improve coaching, and enhance human and AI-driven interactions. By identifying critical issues and opportunities, this tool also enables supervisors to take proactive steps to elevate customer experiences.
Virtual Supervisor
Powered by large language models, Virtual Supervisor automates the evaluation process by auto-populating review templates based on customer interactions. This saves time, improves efficiency, and ensures that agent performance reviews are comprehensive and consistent.
Furthermore, managers can tailor the level of automation to align with their organization’s policies, regulatory requirements, and business objectives. In addition, by providing structured insights into agent behaviours and skills, Virtual Supervisor goes beyond traditional quality control, helping organisations scale performance management more effectively.
These AI-driven tools are now available as optional configurations within Genesys Cloud, seamlessly integrating with the platform’s existing capabilities, including conversational AI, event data, and journey management. These innovations also enhance operational effectiveness and deliver long-term business value by learning and improving from human and AI-led interactions.