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

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

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Trump says he's dropping push for National Guard in Chicago, LA and Portland, Oregon, for now

WASHINGTON (AP) — President Donald Trump said he’s dropping — for now — his push to deploy National Guard troops in Chicago, Los Angeles and Portland, Oregon, a move that comes after legal roadblocks held up the effort.

“We will come back, perhaps in a much different and stronger form, when crime begins to soar again - Only a question of time!" he said in a social media post Wednesday.

Governors typically control states' National Guardsmen, and Trump had deployed troops to all three cities against the wishes of state and local Democratic leaders. He said it was necessary as part of a broader crackdown on immigration, crime and protests.

The president has made a crackdown on crime in cities a centerpiece of his second term — and has toyed with the idea of invoking the Insurrection Act to stop his opponents from using the courts to block his plans. He has said he sees his tough-on-crime approach as a winning political issue ahead of next year’s midterm elections.

Troops had already left Los Angeles after the president deployed them earlier this year as part of a broader crackdown on crime and immigration.

In his post, Trump said the troops' presence was responsible for a drop in crime in the three cities, though they were never on the streets in Chicago and Portland as legal challenges played out. When the Chicago deployment was challenged in court, a Justice Department lawyer said the Guard’s mission would be to protect federal properties and government agents in the field, not “solving all of crime in Chicago.”

Portland Mayor Keith Wilson’s office in a statement said the city’s reduction in crime was due to the efforts of local police and public safety programs. Chicago officials echoed the sentiment, saying in a release Tuesday that the city had 416 homicides in 2025 — the fewest since 2014.

Trump’s push to deploy the troops in Democrat-led cities has been met with legal challenges at nearly every turn.

The Supreme Court in December refused to allow the Trump administration to deploy National Guard troops in the Chicago area. The order was not a final ruling but was a significant and rare setback by the high court for the president’s efforts.

Illinois Gov. JB Pritzker wrote on X Wednesday that Trump “lost in court when Illinois stood up against his attempt to militarize American cities with the National Guard. Now Trump is forced to stand down.”

Hundreds of troops from California and Oregon were deployed to Portland, but a federal judge barred them from going on the streets. A judge permanently blocked the deployment of National Guard troops there in November after a three-day trial.

Oregon Gov. Tina Kotek said in a statement Wednesday that her office had not yet received “official notification that the remaining federalized Oregon National Guard troops can return home. They were never lawfully deployed to Portland and there was no need for their presence. If President Trump has finally chosen to follow court orders and demobilize our troops, that’s a big win for Oregonians and for the rule of law.”

Trump's decision to federalize National Guard troops began in Los Angeles in June, when protesters took to the streets in response to a blitz of immigration arrests in the area. He deployed about 4,000 troops and 700 Marines to guard federal buildings and, later, to protest federal agents as they carried out immigration arrests.

The number of troops slowly dwindled until just several hundred were left. They were removed from the streets by Dec. 15 after a lower court ruling that also ordered control to be returned to Gov. Gavin Newsom. But an appeals court had paused the second part of the order, meaning control remained with Trump. In a Tuesday court filing, the Trump administration said it was no longer seeking a pause in that part of the order.

The U.S. Court of Appeals for the Ninth Circuit on Wednesday ordered the Trump administration to return control of the National Guard to Newsom.

“About time (Trump) admitted defeat,” Newsom said in a social media post. “We’ve said it from day one: the federal takeover of California’s National Guard is illegal.”

Troops will remain on the ground in several other cities. The U.S. Court of Appeals for the District of Columbia Circuit in December paused a lower court ruling that had called for an end to the deployment of National Guard troops in Washington, D.C., where they’ve been deployed since August after Trump declared a “crime emergency.”

Trump also ordered the deployment of the Tennessee National Guard to Memphis in September as part of a larger federal task force to combat crime, a move supported by the state’s Republican Gov. Bill Lee and senators. A Tennessee judge blocked the use of the Guard, siding with Democratic state and local officials who sued. However, the judge stayed the decision to block the Guard as the state appeals, allowing the deployment to continue.

In New Orleans, about 350 National Guard troops deployed by Trump arrived in the city's historic French Quarter on Tuesday and are set to stay through Mardi Gras to help with safety. The state's Republican governor and the city's Democratic mayor support the deployment.

Ding reported from Los Angeles. Associated Press reporters John O'Connor in Springfield, Illinois, Becky Bohrer in Juneau, Alaska, Jack Brook in New Orleans and Adrian Sanz in Memphis contributed.

FILE - A protester confronts a line of U.S. National Guard members in the Metropolitan Detention Center of downtown Los Angeles, Sunday, June 8, 2025. (AP Photo/Eric Thayer, File)

FILE - Protesters stand off against California National Guard soldiers at the Federal Building in downtown Los Angeles, during a "No Kings" protest, June 14, 2025. (AP Photo/Richard Vogel, File)

President Donald Trump speaks during a news conference with Israel's Prime Minister Benjamin Netanyahu at Mar-a-Lago, Monday, Dec. 29, 2025, in Palm Beach, Fla. (AP Photo/Alex Brandon)

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