Advanced AI Agent (AAA) Service Q3 2026 – Concept Overview
Our Advanced AI Agent (AAA) Service is a next-generation support solution that combines the power of Genesys Cloud CX and Microsoft Dynamics 365 to deliver intelligent, automated, and personalized customer service through AI-driven chat.
Call and Email Deflection
AI chatbots and conversational IVR reduce 10–50% of calls and emails by triaging and creating tickets automatically.
24/7 First Response
AI provides instant first-response with identity verification and intelligent routing at any time of day.
Faster Issue Resolution
AI suggests next-best actions and knowledge snippets to agents, improving resolution speed and accuracy.
Multilingual & Sentiment Support
AI supports multiple languages and sentiment detection, enabling personalized, culturally sensitive customer experiences.
Cost‑reduction trend as AI replaces calls & emails
What we used:
12‑month Total APAC ticket series
Modelled 3 AI‑deflection scenarios (Conservative, Base, Aggressive) over 12 months
Estimated a tickets cost curve using blended per‑ticket rates derived from our pricing proposal
Conservative
5% - 30%
Base
10% - 50%
Aggressive
15% - 65%
AI-enabled ticket handling for 12 months.
System Architecture and Integration Requirements
Integrated AI Service Desk
Combines Genesys Cloud CX, D365, and ServiceNow for a seamless multi-channel support experience with AI-powered interactions.
Integrated AI Service Desk
Uses authenticated REST API access with scoped users, SSO, IP allowlists, and compliance for secure data handling and performance.
Integrated AI Service Desk
D365 modules enable screen pops, case linking, AI suggestions, and analytics to enhance agent productivity and customer service.
Integrated AI Service Desk
A multi-language, approved knowledge base covers top intents, client and vendor collaborate for readiness and content preparation.
Prerequisites to implement AI connected to ServiceNow
Integrations & Flows
•Design & build Genesys flows (voice/chat), NLU intents, fallback and escalation logic.
•ServiceNow integration: Incident create/update, attachment handling, status sync, idempotency & retries.
•D365: screen‑pop, case linkage, agent assist prompts, analytics telemetry.
Knowledge & Prompts
•Curate top 50 intents (POS, device, account, network, store ops), craft prompts, multilingual KB mapping.
•Set A/B variants and guardrails (PII redaction, profanity, safe responses).
Telephony/Numbers
•Port or provision DID/toll‑free, approve IVR recordings and disclosures.
Security & Compliance
•Define data flow diagrams, IP allowlist/egress, audit logs.
Ops
•Monitoring dashboards (containment, handoff, FCR, AHT, CSAT/XLA), tuning playbook.
Client
ServiceNow
•Provide non‑prod & prod instances, integration user with scoped roles, API endpoints/rate limits, incident table/ticket template, acceptance of webhook/callback IPs.
•Confirm data residency & retention requirements, provide dev/test dummy data sets.
Identity & Access
•SSO (e.g., Entra ID/ADFS/Okta), user attributes for stores/brands, service accounts’ certificates/keys.
Knowledge & Policies
•Existing KB/articles, store runbooks, and approval workflow, language coverage for EN/ZH/JP/KR.
•Privacy & acceptable‑use policies, escalation paths and severity definitions.
Success Metrics
•Agree KPI baselines and targets: containment %, FCR, AHT, MTTR, CSAT, agent adherence, deflection‑linked cost curve.
Phased Rollout Strategy and Milestones
Discovery and Design Phase
Weeks 1–3 focus on defining KPIs, identifying intents, designing workflows, and conducting security reviews for alignment.
Build Phase
Weeks 4–9 involve developing conversational AI flows, integrating with ServiceNow and D365, and preparing test data.
Pilot Phase
Weeks 10–13 cover dual-run operations, A/B prompt testing, guardrail setup, and user acceptance testing.
Scale Phase
Weeks 14–20 include rollout across APAC, weekly tuning sessions, and activation of agent assist and analytics.
Pricing Model Options for Advanced AI Agent (AAA) Service
I. Capacity (FTE) with Ramp‑Down Commit Model
•Quarterly reductions aligned to target deflection based on a committed initial staffing baseline (per L1+L2 APAC headcount table)
•Minimum shift coverage still required
II. Outcome/Gainshare Model
•Low fixed fee + % of verified savings (vs. baseline)
•Savings calc: (Baseline Tickets − Human Tickets) × Ticket Rate
•Typical share: 50% for first 12 months contract period