Gensuite, cloud-based compliance and management systems software solutions provider, is pleased to announce that it is the first, and only, EHS software company to apply machine learning to enhance its renowned customer service.
CINCINNATI (PRWEB) OCTOBER 29, 2019
Gensuite, cloud-based compliance and management systems software solutions provider, is pleased to announce that it is the first, and only, EHS software company to apply machine learning to enhance its renowned customer service.
For more than two years, Gensuite has used artificial intelligence (AI) to power its integrated virtual assistant, Genny
. Beginning October 2019, Genny
now uses machine learning to enable the customer services team to respond to incoming user support requests more quickly and responsively, by immediately aligning the right team resources to each request. Prior to Genny
, each user support request was evaluated by a trained human specialist to understand the user’s needs and identify the best way for the team to respond. By using a machine learning algorithm, Gensuite’s internal team has established a model that has been trained to process each user request almost instantaneously upon receipt and designate the optimum resource alignment. The model is then continuously retrained to improve its accuracy based on successive data sets.
Gensuite set an ambitious goal in January 2019 to be AI-powered by 2020, starting with its customer service team. Planning began immediately, with field trials in May, and final pre-production verification trials in September 2019, thus achieving the phase-one goal ahead of schedule.
“In January, coming off a record-breaking 2018, I challenged the team with a lofty goal – to be AI-powered by 2020. I am gratified and impressed once again to see our team rise to the challenge to innovate and improve. We’ve just scratched the surface on what we can achieve with AI and Machine Learning,” says R Mukund, CEO, Gensuite.
Gensuite plans to continue expansions of AI solutions to other internal operational focus areas, and to customer-facing, decision support opportunities in year 2020.
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