AI & CX
Orchestration
Identifying and creating the ideal end-to-end journey for each customer, improving both their experience and our business outcomes.
Genesys AI
2025 Deployments
AI capabilities already transforming ZIM's customer operations
AI Summarization
Instantly condense complex customer interactions into structured CRM notes. Save 4+ minutes per case.
Global Translation
Break language barriers with real-time, context-aware translation for cross-border support.
Speech & Text Analytics
Detect customer emotion and intent in real-time to guide agents and prevent escalations.
Auto-Evaluations
100% audit coverage. Automatically score every interaction against compliance and quality checks.
Available AI
Innovations
Proven Genesys AI capabilities ready to elevate our customer experience—available now for rapid deployment.
Predictive Routing
AI analyzes customer intent and routes to the most qualified agent automatically.
Predictive Engagement
AI triggers outreach before customers call, based on shipment events and predicted needs.
Agentic Virtual Agent
Conversational AI bot handles common queries 24/7 with self-service resolution.
AI Knowledge Base
Real-time article suggestions powered by AI help agents find answers instantly.
Social Listening
AI monitors social media mentions and auto-converts negative posts into prioritized support tickets.