Result-001Healthcare · Genesys Cloud CX · AI
Cloud Contact Center Modernization
Re-architected a healthcare contact center on Genesys Cloud CX with generative-AI assist, while keeping every flow PII/PHI/PCI compliant.
Genesys ArchitectAI StudioAzure TTS/STTOpenAIMoveworksObserve.AIPower Automate
> The problem
A leading healthcare organization needed to modernize legacy IVR and chat into a single Genesys Cloud CX platform — adding AI-driven personalization and agent assist without compromising regulatory compliance.
> What I built
- Designed IVR and chat workflows in Genesys Architect and AI Studio with the Genesys SDK.
- Integrated OpenAI/ChatGPT for call-journey summaries, personalized IVR, and real-time agent-assist.
- Built predictive routing, AI scoring, and post-call surveys with Power Automate.
- Enforced PII/PHI/PCI-compliant data handling across every Data Action and integration.
> Impact
- Unified voice + chat self-service on one cloud platform.
- Real-time agent-assist and journey summaries cut handle complexity.
- Compliance maintained end-to-end for a regulated healthcare client.
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