In a major step forward for customer engagement, Genesys has launched Genesys Cloud Social, a new AI-powered tool designed to help businesses monitor, analyse, and respond to social media conversations in real time. By integrating public social listening into its existing customer experience (CX) platform, Genesys is enabling brands to gain deeper insights, improve customer service, and enhance their reputation management strategies.

The Rise of Social Listening in Customer Experience

Social media is no longer just a marketing channel—it’s a vital touchpoint for customer service and brand perception. According to a 2024 Genesys survey, 52% of consumers who post about negative service experiences online do so to get a response from the brand. However, many businesses still manage social engagement separately from their contact centres, leading to disconnected customer journeys and siloed data.

Genesys Cloud Social is designed to close this gap. By embedding social media listening and sentiment analysis directly into the Genesys Cloud AI platform, businesses can now track public conversations, engage with customers, and leverage real-time insights to personalise interactions.

How Genesys Cloud Social Works

Genesys Cloud Social captures and analyses public posts and mentions across major social platforms such as Facebook and X (formerly Twitter). Future updates will introduce support for Instagram and Open Messaging, extending coverage to a wider range of networks.

The platform uses natural language processing (NLP) across nearly 50 languages to classify social media posts as positive, negative, or neutral, giving brands an at-a-glance understanding of their customer sentiment. This data is then fed into Genesys Cloud AI, creating a 360-degree customer view that informs proactive customer service and brand reputation strategies.

For businesses handling high volumes of social interactions, automation and AI-driven task management help streamline responses. However, when a human touch is required, Genesys Cloud Social routes messages to live agents within the same interface used for voice and digital interactions, improving efficiency and resolution times.

Why This Matters for Marketers and Customer Experience Leaders

With social media now influencing brand loyalty and consumer trust more than ever, businesses that fail to track and respond to online conversations risk falling behind. Genesys Cloud Social gives organisations:

• Real-time visibility into how their brand is being discussed online
• A unified approach to managing voice, digital, and social interactions
• Enhanced AI capabilities that turn customer data into actionable insights
• Faster response times to improve customer satisfaction and loyalty

Olivier Jouve, Chief Product Officer at Genesys, describes the launch as a game-changer:

“With Genesys Cloud Social, we’re expanding the customer journey beyond traditional engagement points, giving organisations more visibility into how consumers think and feel before they ever reach a contact centre.”

Availability and Future Developments

Genesys Cloud Social is now available globally and is included in the Genesys Cloud CX 4 package. The platform operates on the AI Experience token model, offering businesses flexibility in how they deploy AI-powered solutions.

Support for Instagram and Open Messaging is expected soon, further expanding the platform’s capabilities.