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Every customer problem becomes a lesson.
Collecting feedback is the start. Case management turns an unhappy customer into a named owner, a deadline and a fix. AI now does most of the legwork in between, and every closed case makes the next one less likely.
The loop, closed with AI.
Detect it, understand it, fix it, learn from it. AI speeds up every step, and your team stays in charge of the outcome.
Why it matters now
A bad score is the cheapest moment to save a customer.
Speed decides the save.
The longer a detractor waits, the less likely they stay. Cases open and route the moment feedback lands.
Context decides the fix.
An agent who can read the whole story in a few lines fixes the right thing first time.
Patterns decide the future.
One case is a customer. A hundred cases with the same reason code is a process to change.
The loop
Detect. Understand. Resolve. Learn.
Four steps, run on every case, with AI doing the heavy lifting at each one.
01 Detect
A low score, an urgent theme or a negative social post opens a case automatically.
02 Understand
AI summarises the conversation, reads the sentiment and flags the urgency.
03 Resolve
The case routes to the right team, AI suggests a resolution and the clock starts.
04 Learn
Reason codes and root cause analysis turn closed cases into fewer future ones.
What you get
Everything a case needs, and nothing it does not.
Rules that open cases for you
Trigger on a low score, a specific theme, or high effort combined with negative sentiment.
AI triage
Sentiment, category and urgency prioritise each case and send it to the team best placed to fix it.
Conversation summaries
Transcribed conversations summarised with the core challenge highlighted, so nobody starts from scratch.
Owners, SLAs and escalation
Configurable statuses, reason codes, assignment, priority levels and escalation paths when the clock runs down.
Follow up both ways
A personal follow up to the customer, and a follow up survey to the agent to feed coaching.
Connected to your CRM
Salesforce and ServiceNow through the API, so a case can live where your teams already work.
Real product screens. Click any screen to open it full size.
Explore the platform
See it with your own data
Count every customer you save.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.