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Canary
Canary. The early warning in your customer data.
Canary watches your customer feedback and Genesys Cloud CX data around the clock. When something moves, it finds the cause and acts on it inside Genesys. Your team hears about the problem before your customers go elsewhere.
Canary finds it. Canary explains it. Canary acts on it.
The next generation of Voice of the Customer. Canary goes looking, so nobody has to open a dashboard and hope they are looking in the right place.
The problem
The expensive problems are the ones nobody thought to check.
Most organisations collect more customer feedback than anyone has time to read. The usual answer is a dashboard. Someone opens it, filters, drills down and hopes they are looking in the right place.
That works for the questions you already know to ask. It misses the customer group that starts to drift away while everyone is watching the headline number.
Dashboards answer the questions you ask. Canary answers the ones you didn't think to.
How Canary works
Watch. Explain. Act.
Three steps, running continuously across your CX Index and Genesys Cloud CX data.
It spots the change.
Canary runs a set of monitors across your data. Each one looks for a specific change, such as a customer group becoming less happy or a queue picking up negative sentiment.
It finds the cause.
When a monitor fires, Canary reads the customer comments behind the change, works out what is driving it and writes it up in plain English, with the customers' own words as evidence.
It starts the fix.
Canary can open a case, alert the right person or send a callback request straight to an agent in Genesys. Everything it finds lands on your Canary dashboard and can go out by email.
See it in action
The finding arrived before anyone went looking.
In our demo, satisfaction among customers aged 65 and over started to slip. Nobody was watching that group, and the headline score barely moved.
Canary spotted the drop, read what those customers were saying and came back with the reason, backed by their own words. From there it can open a case and send a callback request to an agent in Genesys.
Nobody searched. The answer came to the team.
What it watches
If it is in the data, Canary can watch for it.
A drop for one group
Satisfaction falling for a customer group, region or product while the overall score looks fine.
Rising negative sentiment
A queue or channel picking up frustration before it shows in the scores.
A customer you cannot lose
A low score from a high value customer, flagged the moment it lands.
Scores out of line
Customer scores moving against agent performance data pulled from another system.
Automation drifting
Customers on automated journeys scoring lower than the ones who reached an agent.
Anything you can define
Tell us what matters to your business and Canary will watch for it.
Out of the box, or built to order
Ready on day one. Built to order when you need it.
A library of monitors, working from the moment it is switched on.
No setup project and no rules to write. Canary starts watching the changes that matter to most contact centres straight away.
Your monitors, running alongside ours.
If your business needs something specific, we build it for you. That includes connecting to other systems through their APIs, such as agent performance data, and checking it against your customer scores.
Explore the platform
Questions
Frequently asked questions.
What is Canary?
Canary is the early warning in your customer data. It watches your CX Index and Genesys Cloud CX data around the clock, explains what changed and why, and acts on it inside Genesys by opening a case, alerting the right person or sending a callback request to an agent.
Is Canary an AI agent?
Partly. Detection uses rules and statistics, because that is what works best for spotting change reliably. The investigation is where AI does the work: Canary decides what to read, reasons about the cause and reports back.
What can Canary watch for?
A drop in satisfaction for one customer group, region or product, rising negative sentiment on a queue or channel, a low score from a high value customer, scores moving out of line with agent performance data, and anything else you can define in the data.
Does Canary replace case management?
It can. Canary can open cases from any condition you choose, including the low score triggers you use today.
Who can use Canary?
Canary is available to CX Index customers on Genesys Cloud CX.
Canary
Hear it first.
We are working closely with a small group of organisations to shape what Canary watches for next. Tell us what you would want it watching, and we will show you it running on your own data.