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.

Want the deeper story? Ask the agent on the home page, or reach me directly.

yadavvaibhavkumar7@gmail.com