2025
Enhancing Engagement: Genesys Uses Amazon Bedrock for Secure, Scalable AI
Genesys enhances customer engagement with AWS Bedrock AI
Omnichannel customer experience specialist Genesys uses Amazon Web Services (AWS) for foundational and generative artificial intelligence (AI). Joe Smith, the company’s senior vice president for research and development for digital and AI, discusses the integration of Amazon Bedrock to enhance the Genesys platform while helping ensure compliance with standards like the General Data Protection Regulation (GDPR). With access to foundational models like Anthropic AI and Titan, Genesys can optimize AI for high-volume, low-latency workloads, processing 1.5 billion monthly calls in real time.
Amazon Bedrock brings the largest number of FMs, so you can pick the right one per use case.
Joe Smyth
Senior Vice President for Research and Development, Digital and AI, GenesysLeading Cloud Innovators in Europe
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