Agentic AI platform
KeyAI orchestrates every customer moment.
KeyAI connects automation, analytics and human expertise. It reaches beyond the contact centre into CRM, banking, HR, logistics and other core systems through secure APIs.
- Engage
- Anticipate
- Empower
- Evolve
KeyAI in action
Agentic AI that engages, anticipates, empowers and evolves
KeyAI connects automation, analytics and people across your organisation. Bots resolve routine requests on any channel, a co-pilot supports every agent, and every interaction makes the next one better.
- Up to 60% of repetitive work automated
- Integrates with Genesys Cloud CX, CRM and data platforms
- SOC 2-ready and ISO/IEC 27001-aligned
01 / Capabilities
Four pillars of intelligent experience
A continuous cycle that links customers, employees and systems.
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Engage
Omnichannel bots hold natural conversations around the clock on WhatsApp, webchat, email and voice, then hand over to an agent with full context.
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Anticipate
Spot what customers are likely to need next, trigger the next best action and route on live data instead of guesswork.
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Empower
An AI co-pilot suggests replies, summarises cases, detects sentiment and surfaces knowledge while the agent is still talking.
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Evolve
Track automation success, deflection, sentiment and agent efficiency, and let feedback keep improving the models.
End to end
The intelligent CX journey
Genesys, Red Squirrel and KeyAI work together across five phases.
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01
Connect and understand
Inbound voice, email, WhatsApp, social and web in one conversation. Customers are identified, open cases are found, and VIPs are prioritised.
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02
Automate the routine, protect the human
Intent is screened by IVR or NLP, KeyAI voicebots and chatbots resolve simple requests, and the right agent is selected by skill, availability and prediction.
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03
Orchestrate frontline and back office
Agents see the full customer context on screen-pop. Tickets are created or linked in Red Squirrel, with SLA tracking and escalation built in.
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04
Augment agents with KeyAI Co-Pilot
Live intent detection, suggested responses and articles, automatic summaries and wrap-up codes, plus proactive status updates by SMS, email or WhatsApp.
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05
Elevate, measure and monetise CX
Quality management, surveys, journey mapping, customer analytics and next-best-action campaigns that grow lifetime value.
Use cases
Where it makes a difference
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Banking and financial services
Customer verification, loan enquiries and fraud workflows.
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Insurance and claims
Claims reporting, policy renewals and cross-selling.
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Retail and e-commerce
Recommendations, order tracking and post-purchase support.
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Telecoms and utilities
Billing enquiries, plan upgrades and self-service activation.
Outcomes
What you gain
- Faster responses and better SLA compliance
- Higher CSAT and NPS through personalised conversations
- More cases handled per agent, with less effort
- Volume spikes absorbed without adding headcount
- Up to 60% of repetitive work automated
Why Radiant
Built for enterprise
Integrates with Genesys Cloud CX, CRM systems and data platforms.
AI and people together
AI takes the routine work so people can focus on high-value conversations.
Secure by design
SOC 2-ready and ISO/IEC 27001-aligned, with encrypted data processing.
Ready to transform your business?
Tell us about your customers and your goals. We’ll show you what AI, cloud and better integration can do for both.
Since 1997 · Genesys, Google and 8x8 partner · Kuala Lumpur