Genesys technology partner

Orion is a Premium Client Application Partner of one of the leading customer contact center solutions. We're proudly powering advanced text and voice automation functionalities right within Genesys Cloud.

Genesys AppFoundry

Orion Intelligence applications available in the Genesys marketplace

Question Routing

Easy question routing right within Genesys Architect.

  • Dispatch customer questions based on their content
  • Assign queues, skills, priorities or take other customized actions
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Contact Form Assistant

Is nobody reading your FAQs?

  • Avoid easy questions
  • Re-use the FAQ content you already have.
  • Easy installation: no IT development required.
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AskOrion

Is your phone channel under pressure?

  • Automatically answer easy questions
  • Capture questions 24/7 and transfer to an agent
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Canned Response

Suggestion of Canned Responses to your agents.

  • Increase average handling times
  • Make canned responses manageable again
  • Shorten agent training time
View in AppFoundry

Question Routing in Genesys Cloud

Use Architect to connect with Orion Intelligence and create the flows you want.

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.

Canned Response suggestion in Genesys Cloud

Are service agents losing time answering customer questions?

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.

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AskOrion

Is your phone channel under pressure?

The artificial intelligence engine - our secret sauce

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

FAQ

What about languages?

We support 49 different languages out-of-the-box.

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.

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!