A global insurer: moving from Bold360 to Genesys Cloud CX with 10,000 knowledge articles

The insurer's online customers were supported through Bold360, a digital engagement platform that relied heavily on knowledge articles and knowledge injection to answer questions about cover, claims and policies. Genesys completed its acquisition of Bold360 from LogMeIn in May 2021 and relaunched it as Genesys DX, then announced in March 2023 that Genesys DX would reach end of life on 31 January 2024.

There was no direct migration tool. Genesys encouraged customers to look to the digital capabilities of Genesys Cloud CX, which meant rebuilding the whole digital customer experience on a platform with markedly different technical capabilities, before the old engine stopped. The largest single element was the knowledge itself: more than 10,000 articles and snippets that had driven the Bold360 experience for years.

Working on behalf of a UK Genesys reseller partner, QVCCS redesigned the experience on Genesys Cloud CX web messaging, with Messenger deployed on the insurer's websites and Genesys Predictive Engagement to engage visitors at the right moment. The knowledge migration was treated as a data engineering project in its own right.

QVCCS wrote custom code to extract and normalise the Bold360 data sets, clean the content into well-formed markdown, and map every article to the right categories in the Genesys Cloud knowledge workbench. The cleaned knowledge was then loaded into the new knowledge base through the Genesys Cloud knowledge API, so that thousands of articles arrived consistently and repeatably rather than by hand.

1. Extract and normalise more than 10,000 Bold360 articles and snippets
2. Clean the content into markdown and correct its categorisation
3. Load the knowledge into Genesys Cloud through the knowledge API, then verify it
4. Rebuild the web messaging journeys in Architect inbound message flows
5. Deploy Messenger with Predictive Engagement on the insurer's sites
6. Test the new journeys against the Bold360 experience they replace

Customers now reach the insurer through Messenger, with Genesys Predictive Engagement able to offer help to visitors whose behaviour suggests they need it. Behind Messenger, Architect inbound message flows control each conversation, using rich application logic built from switches, decisions and tasks, with a digital bot flow presenting menus, to recreate the Bold360 customer journeys as closely as possible, from the new frame of reference of Genesys Cloud CX.

The knowledge base sits at the centre. Articles that once powered Bold360 are now organised by category in Genesys Cloud, available to the digital journeys and to the agents who pick up a conversation, and maintained in one place from now on. Because the import was done by code rather than by hand, it could be rehearsed, checked and repeated until the content was right.

The migration from Bold360 to Genesys Cloud CX concluded successfully, ahead of the platform's retirement. The insurer reached acceptable parity in the customer experience despite the markedly different technical capabilities of Genesys web messaging compared with Bold360's knowledge threading and application logic.

• The Bold360 digital experience rebuilt on Genesys Cloud CX before end of life
• More than 10,000 knowledge articles and snippets migrated by code, not by hand
• Messenger and Predictive Engagement live on the insurer's websites
• Knowledge managed in one place, in the Genesys Cloud knowledge workbench

Platform retirements leave no room for slippage, and rebuilding is never a like-for-like copy. The project worked because it was honest about the differences between the two platforms from the start, agreed what parity should mean for customers, and treated the knowledge as the asset that mattered most. Writing code to clean and load it turned the riskiest part of the programme into the most repeatable.

It also separated the content from the platform. Once the knowledge was clean, categorised and held in Genesys Cloud, it no longer depended on any one engine: the same articles can serve today's digital journeys, support agents mid-conversation and feed future self-service, maintained by the insurer's own knowledge authors.