UK child bereavement charity adopts Genesys Cloud AI
Child Bereavement UK upgraded its contact system, merging WhatsApp, webchat, SMS, and calls into a single platform powered by Genesys Cloud and Salesforce AI. Staff said the tech saved around 24 admin hours across 15 agents over about a month. Since the switch in 2025, calls are up 78%, pick-up rates improved 11%, and the charity reached 113,000 young people—a 20% jump, their record high.
- Genesys Cloud matches callers to Salesforce records
- AI-generated call summaries, then edited by staff
- Practitioner admin cut by about 24 hours monthly
- Call volume jumped 78% since system launch
- Charity reach to children rose by 20% to 113,000
Sources covering this
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