Genesys technology partner

Orion is a technology partner of one of the leading customer contact center solutions. We're proudly powering advanced automatic e-mail answering and insights right within Genesys Cloud.

Genesys Cloud Integration

Power your Genesys cloud with Orion.

The artificial intelligence engine - our secret sauce

Orion is powered by an artificial intelligence model trained specifically on your historic Genesys Cloud emails. This way Orion can truly understand what a ticket is about.

Orion as first-line in Genesys

Newly created questions are first handled by Orion. Actions execute automatically when Orion is certain.

Routing

Orion routes question to the proper queues.
He applies metadata, priority and custom fields.

Auto answering

When Orion is very certain, he answers your customer automatically using the configured answer for that type of question.

Question deflection

When multiple answers are possible, Orion answers with top 3 most relevant answers. External pages can be used as answer content. Your customer can always indicate to pass the ticket on to a service agent.

Orion assisting your agents

When agents are answering questions, Orion is right at their side suggesting the most relevant answer.

Answer suggestions

The suggested answers are easily searchable and help speeding up average handling times (AHT). This comes in handy when you already have lots of answers.

FAQ

What about languages?

We support English, Dutch, French and German out-of-the-box. We have additional language extensions for Spanish, Norwegian, Swedish and Danish.

What effort is required at my end?

Hardly any. Orion behaves as an agent in your Genesys Cloud. Its suggestions are offered to other agents from within the Orion app for Genesys Cloud. We take care of training the AI model with the proper data and initial configuration.

Can you help me drafting a business case?

For sure! We're with you all the way. We have the industry experience to estimate your operational gains. Average ROI for Orion is roughly 1.2 year!

Can we enrich answers with custom information?

Yes! Orion supports API hooks to retrieve information such as delivery date, amount due, ... from your ERP systems. That information is then substituted in the macro placeholder.

Want to see how this works in practice?

Check out our videos in the Orion Academy. Entirely free!

Learn more on the Academy