Mature technology.
New paradigm.
From Gaming AI to Global Conversational UX.
As part of its Experience as a Service® vision, Genesys set out to build a next-gen conversational platform that moved beyond rigid scripts to deliver context-aware, first-contact resolution through AI.
We transformed a mature gaming AI system into a novel conversational UX platform and patented the architecture and design in the process.
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This project fused UX, AI, and strategic IP. Let’s walk through it.
Role
Design Principal, Research and UX
Led design and research from concept to patent.
Collaborated with AI engineers and product leadership to define scalable patterns for intelligent, adaptive conversations.
Problems
Chatbots were rigid and lacked problem-solving ability
Poor handoffs frustrated users and broke continuity
Static frameworks limited flexibility and business impact
Design challenge
Design smarter, more responsive bots that solve real problems with context, empathy, and minimal handoff to human agents.
Outcomes
Original concept ‘Behaviour Engine’ patented in 2021
Scaled globally across Genesys Cloud
Launched Genesys Dialog Engine in 2020
Laid the foundation for agent-assist and hybrid AI experiences