Improvements in Genesys Cloud CX, from my perspective as our client is a healthcare system with an SLA with their partners, are necessary since we faced an outage due to AWS. Genesys Cloud CX is hosted on the AWS environment, and if there's an issue on AWS or any outage, there is no other alternative provided by Genesys. We need to rely on a third-party system such as Microsoft or carriers during outages. They need to expand their cloud providers and consider different solutions so that if there's any outage, it doesn't happen in all regions. They might configure a secondary region as a backup, which could help. I am not exactly sure how they resolve that particular issue, but we faced this issue recently. Currently, the AI-driven tools in Genesys Cloud CX have not helped us in personalizing customer engagement. I know Genesys provides some services with Genesys Cloud AI, but we have never used that. However, we use bot flows, especially the Digital Bot flow that they have changed to, to automate customer engagement. We use it to send automated emails in response to common questions we receive from customers, based on pre-built responses in the system.
