Accelerating Enterprise AI: R&D Support & Prototyping for Genesys

The internal research and development teams at a large enterprise like Genesys are constantly exploring cutting-edge AI and machine learning concepts. However, internal resources can be tied up in core product development, creating a bottleneck for validating new, experimental ideas quickly. The team needed a flexible, expert partner who could embed with their researchers, quickly understand complex problems, provide specialized data science support, and rapidly build functional prototypes to test the viability of new AI-driven features.

The primary goal was to act as a flexible, high-velocity extension of the Genesys R&D team. Key objectives included:

• Provide on-demand expert support for complex Natural Language Processing (NLP) and Machine Learning (ML) challenges.

• Conduct rapid Exploratory Data Analysis (EDA) on new datasets to uncover potential insights and guide research direction.

• Accelerate the validation of new concepts by quickly building and delivering full-stack, interactive prototypes.

• Collaborate seamlessly with internal researchers and product teams, adapting to their existing workflows and technical environments.

Maximum Labs functioned as an embedded expert pod within the Genesys R&D organization. Our engagement was dynamic, adapting to the evolving needs of their research pipeline. We provided hands-on support across multiple initiatives including patents, experience index initiatives, sentiment analysis, and experiment automation.

For one initiative, we conducted a deep EDA on a novel dataset, delivering key insights that helped shape the team's modeling strategy. For another, we applied our NLP expertise to help refine algorithms for customer interaction analysis that provided insights to key stakeholders in their organization.

A key part of our value was our ability to rapidly build full-stack prototypes. We took concepts from the research phase and quickly turned them into interactive web applications. This allowed the Genesys team to see their ideas in action, gather internal feedback, and make faster go/no-go decisions on new features, significantly shortening their innovation cycle. Our role was a blend of strategic data science consulting and agile engineering execution, providing the specialized, flexible support a fast-moving enterprise R&D team requires.