List of Genesys Bold360 AI Customers
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Since 2010, our global team of researchers has been studying Genesys Bold360 AI customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Genesys Bold360 AI for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Genesys Bold360 AI for Chatbots and Conversational AI include: NatWest Group, a United Kingdom based Insurance organisation with 59400 employees and revenues of $19.98 billion, Intuit, a United States based Professional Services organisation with 18200 employees and revenues of $18.83 billion, Zalando, a Germany based Retail organisation with 16516 employees and revenues of $11.24 billion, Entain Group, a Isle of Man based Leisure and Hospitality organisation with 19272 employees and revenues of $6.76 billion, Israel Discount Bank, a Israel based Banking and Financial Services organisation with 8625 employees and revenues of $4.70 billion and many others.
Contact us if you need a completed and verified list of companies using Genesys Bold360 AI, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Entain Group | Leisure and Hospitality | 19272 | $6.8B | Isle of Man | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2020 | n/a |
In 2020 Entain Group deployed Genesys Bold360 AI to introduce Chatbots and Conversational AI capabilities within its customer service function. Genesys Bold360 AI was configured to handle core customer interactions, with explicit support for account queries such as depositing, withdrawing, bonuses and KYC, aligning the implementation to the Chatbots and Conversational AI category for customer service automation.
The deployment emphasized multi language conversational flows, with operational support for English, Spanish and Italian. Functional workstreams included conversation design and flow mapping using Miro, task management via Trello, and iterative tuning of AI and NLU components based on daily KPI reporting to improve intent recognition and response coverage.
Integration activity during the program connected the chatbot runtime to broader customer service tooling, and team notes indicate the organization later moved to the Zendesk conversation platform for customer service while chatbot delivery was also provided by BotXo and Certainly in subsequent phases. The implementation therefore sat at the intersection of Genesys Bold360 AI, conversational orchestration and existing service channels to ensure handoffs between bot and human agents.
Governance and operational ownership were established inside the customer service organization, with a small specialist team model. A first point of contact supervised a team of four chatbot technicians and coordinated with Analysts and Editors to maintain content and flows, enabling ongoing content governance, flow change control and daily operational review cycles.
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Intuit | Professional Services | 18200 | $18.8B | United States | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2017 | n/a |
In 2017, Intuit implemented Genesys Bold360 AI for its Mint Bills service as a Chatbots and Conversational AI deployment to establish a self service conversational layer for customer support. The implementation positioned Genesys Bold360 AI as the virtual agent and knowledge driven interface intended to intercept routine inquiries, with the stated goal of reducing call center volume by almost half.
The deployment emphasized core Chatbots and Conversational AI capabilities, including natural language understanding for intent recognition, knowledge base driven response generation, conversational routing to preserve session context, and configurable escalation to live agents. Configuration work focused on building domain specific intents and answer flows, and curating Mint Bills content into the Bold360 AI knowledge model to improve automated resolution rates.
Operational scope centered on customer support and contact center deflection for Mint Bills customers, with the Bold360 AI platform operating as the primary self service surface for common billing and account queries. Rollout activities included iterative training of the conversational model, content governance for knowledge base updates, and alignment of agent escalation workflows to ensure seamless handoff from the virtual agent to live support when required.
The implementation narrative for Intuit and Mint Bills demonstrates a Chatbots and Conversational AI approach that combined intent recognition, knowledge management, and conversational routing to reduce inbound call volume, with Genesys Bold360 AI named as the applied solution and Mint Bills cited as the operational scope within Intuit.
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Israel Discount Bank | Banking and Financial Services | 8625 | $4.7B | Israel | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2017 | n/a |
In 2017, Israel Discount Bank implemented Genesys Bold360 AI. The deployment used Genesys Bold360 AI as a Chatbots and Conversational AI solution branded internally as Didi, short for Discount Digital.
Didi leverages natural language processing and conversation management to engage in natural conversation with customers, using intent recognition and dialog flows to surface personalized account and credit card information. The implementation includes capabilities for information retrieval, contextualized responses, and execution of banking actions initiated through conversational prompts. Genesys Bold360 AI was configured for virtual assistant workflows and self service escalation to human agents.
The solution incorporates insights from Personetics, feeding behavioral and personalization signals into Genesys Bold360 AI to tailor responses. It is integrated with the bank's account and card systems to enable lookups and authorized banking actions, and with customer interaction routing to channel conversations appropriately. Integrations focus on real time data access and customer context enrichment to support conversational decisioning.
Operational scope centers on customer facing channels where Didi handles routine inquiries and transactional prompts, supporting retail banking customer service. Governance emphasized conversational design, intent taxonomy, and compliance aware dialogue handling as part of rollout and ongoing operational management. Training and continuous tuning of NLP models were applied to align the Chatbots and Conversational AI implementation with banking language and use cases.
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Professional Services | 510 | $115M | Israel | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2017 | n/a |
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Insurance | 59400 | $20.0B | United Kingdom | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2016 | n/a |
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Banking and Financial Services | 350 | $132M | United Kingdom | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2017 | n/a |
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Professional Services | 1990 | $500M | United States | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2017 | n/a |
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Retail | 4000 | $4.2B | United States | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2015 | n/a |
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Distribution | 2000 | $2.0B | United Kingdom | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2015 | n/a |
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Leisure and Hospitality | 1006 | $27M | India | Genesys | Genesys Bold360 AI | Chatbots and Conversational AI | 2015 | n/a |
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