Event Recap: Transforming Customer Experience with AI, Digital and Data

Published 10/04/25 under:

From local governments, travel and energy companies, to banks, fashion houses and sports brands, tomorrow’s winners continue to rollout digital-enabled customer services at pace. Yet, frontline workers have never felt more stressed and burnt out.

67% say dealing with frustrated customers has affected their mental health^[1]. Further underlining that AI and digital tech isn’t a silver bullet and needs careful prioritisation and targeting. Not just for delighting customers, but for re-energising the contact centre’s greatest and most costly asset – its people.

These emerging challenges and opportunities came under close scrutiny at Kerv’s CX Strategy Event at the Tower of London. 

Time to apply AI for agent wellbeing

Setting the scene, Kerv Senior CX Consultant, Paul Cox polled the audience to gauge digital adoption levels. Not surprisingly, all attendees were highly active with 58% already providing online services like voice and chatbots and the remaining 42% planning to do so.  

While that’s great news for time-starved customers and helping contact centres save money through call deflection, the increased use of self-service channels has had a less positive impact on frontline agents. Before, they could catch a break and reset when fielding simple questions and requests. Now, the majority of those contacts self-serve, leaving agents to face a nonstop barrage of complex problems and emotive customers. Essentially, all the sensitive issues and situations that bots can’t handle. 

The unintended consequence of growth in digital self-service is more agents feeling overwhelmed, with 53% reporting one or more mental health concerns (such as emotionally drained, insomnia, physically ill, mentally unwell and lonely)^[2].  

As a result, contact centres are recognising the need to prevent further suffering, loss of productivity and employees leaving as both a humane and commercial priority. For example, a 200-seat operation with a 30% attrition rate could rack-up £540,000 in additional recruitment and training costs alone^[3]. 

That’s where Genesys AI-powered solutions like Copilot, Knowledge, Predictive Routing and Speech and Text Analytics come in. These solutions excel at: 

• Keeping agents in their comfort zones so they never feel out of their depth.
• Reducing mental load and after-call work.
• Detecting high stress interactions and assigning a wellness break.
• Alerting supervisors to abusive situations so they can intervene.
• Flagging vulnerable customers.
• Identifying possible signs of fraud.

Moving to the experience economy

Continuing the theme, Stuart Templeton, Genesys Vice President UK and Ireland, explained how Genesys was investing heavily to ensure customers get the most benefit from advances in digital and AI capabilities.  

These trends are only accelerating as organisations evolve from the service economy to the experience economy: 

Many customers are moving from Level 2 (Genesys Bots, Agent Assist and WEM) to Level 3. So they can take advantage of further AI tools (like Genesys Copilot, Predictive Routing, Predictive Engagement and Journey Mapping) that anticipate customer and agent needs and make in-the-moment recommendations. 

These gains are not only boosting productivity, margins and customer loyalty but also reducing agent stress and churn, with employee turnover typically lowering by 10-20%. 

Case study 1

The next presenter, a Kerv and Genesys aviation customer, described their transformational journey to centralise and harmonise passenger services delivery across four airlines, totalling some 4,000 agents and 30-plus locations worldwide.  

Each airline operated self-autonomously using different processes, SLAs and KPIs (and calculations) supported by various systems including both inhouse contact centres and outsourced providers. Necessitating lots of manual intervention, this fragmented landscape meant it was virtually impossible to get a single customer view, or share and compare data between contact centres. 

Kerv was chosen from 12 system integrators to migrate from multiple technologies to Genesys Cloud. The company sought a partner that could influence internal strategy and knew the Genesys product set and roadmap very well. Along with a 24/7 helpdesk service, Kerv specialists provide Genesys and AppFoundry know-how, demos, solution design and implementation, and technical development support. 

The B2C migration to the new platform is almost complete with B2C businesses, such as travel agencies, about to follow suit.  

Crucially, the move has enabled the group to standardise CX, EX, data and contact centre management, while preserving the individuality of each airline brand. Agents manage voice, email and chat conversations with maximum efficiency. For example, through Genesys out-of-the-box automation and features such as transcriptions, call and screen recordings, sentiment analysis and topic miner – underpinned by one quality scorecard and set of KPIs. 

CX Vizz has also made a difference. It ingests data from Genesys Cloud and drives standardised reporting across the business, eliminating 26 separate data feeds and multiple bespoke dashboards. Similarly, consistent CX and handling processes mean there’s less handoff of interactions between contact centres.  

Unlike before, the company is better placed to: 

• Understand why customers are making contact and the journey they experience. 
• Get them to the correct agent, first time, every time. 
• Ensure they are served efficiently and treated in the right way. 

Digital and AI transformation is set to continue with the trial of Genesys Copilot and Predictive Routing solutions. 

Case study 2

Bringing CX transformation into the world of a multiservice provider handling 5.5 million contacts annually, the next speaker provided an update on their strategy and plans.  

The company implemented Genesys Cloud six years ago, initially to drive high quality growth and create a ‘never want to leave’ culture that optimised knowledge retention. It was also looking to reduce the need for customers to make contact and streamline processes through self-service.  

Since then, working with Kerv Experience, the provider has gradually built out digital and AI capabilities. Recently deployed solutions and results obtained included: 

Digital and AI capability	Results so far
Intent Miner Analytics Searches chat and voice transcripts, extracts top intents and returns a list of utterances.	75-80% accuracy. 107 topics identified (and growing). Better-informed planning and decision-making.
Auto Notes Reduces after-call work using AI-assisted CRM notation.	70 seconds saved per call. 10-point uplift in customer effort score. Improved compliance and operational efficiency.
Auto Email Notification Eliminates back-and-forth email exchanges (second largest channel)	38% of emails auto-verified. One million minutes (=12 FTE) saved per annum Increased CSAT due to faster response
Predictive Routing Machine learning matches customers with agents most likely to result in KPI improvements.	Just two queues tested out of 200 across the business. Two-minute saving in average handle time 1,545% ROI achieved in under a month
WhatsApp with chatbot support Provides instant answers to customer messages.	Fastest growing channel (80,000 messages per month). Highest rated for CSAT. 20-25% deflection rate.

Tech demonstrations

Kerv specialists presented various demos showcasing the following solutions:  

• Genesys Virtual Agents and Gen AI model, providing responses and automated summaries.  
• Genesys Copilot, assisting agents with knowledge articles and next-best actions. 
• Genesys AI Quality Scoring, improving CX, compliance adherence and efficiency. 
• Microsoft Dynamics integration, increasing personalisation while lowering handling time.  

We would love to hear from you

The longest standing Genesys Cloud partner in EMEA, Kerv has successfully deployed Genesys Cloud to over 25,000 agents in 90+ Customers. Drawing on our unrivalled technical support, managed services and Customer Success practice we obsessively ensure Kerv customers always get the greatest benefit from their Genesys technology. 

To learn more about our solutions or to register for future events, please get in touch. 

[1] UK Contact Centre Forum survey, 2024.
[2] CCMA survey, 2023.
[3] UK Benchmarketing Report, MaxContact 2024.