Genesys Cloud – AI-based SMS opt-out detection for natural language consent revocation

In a future release, Genesys Cloud will use AI-based intent recognition to identify and process SMS messages in which individuals express a desire to stop receiving messages, even when single opt-out keywords are not used. With this update, Genesys Cloud will analyze inbound SMS messages for intent to revoke consent and apply suppression when opt-out intent is identified. This approach helps organizations more consistently identify and act on opt-out requests, improving compliance and strengthening end-user trust.

This feature is useful because it:

• Improves opt-out recognition
  Genesys Cloud can recognize more than single keywords, including natural language requests, along with common variations such as misspellings, extra punctuation, and informal phrasing.
• Reduces compliance risk
  Automatic detection and suppression help organizations act more consistently on opt-out requests and reduce the risk of sending messages after consent has been withdrawn.
• Reduces manual work
  Agents and administrators do not need to rely as heavily on manual interpretation and follow-up actions when the system can identify opt-out intent.
• Improves the end-user experience
  Individuals can opt out using natural, conversational language, making it easier to express their preferences without relying on specific keywords.