Predictive routing analyses real-time and historical data, such as agent performance, customer profiles and interaction context, to match each customer with the most suitable resource for the specific issue they need solved. By predicting which agent or channel will yield the best outcome, predictive routing reduces wait times, minimises transfers and enhances first-call resolution. Over time, the system refines its algorithms by learning from each interaction, ensuring continuous optimisation. This ultimately improves customer satisfaction, boosts agent efficiency and can lead to cost savings. Predictive routing also adapts quickly to changes in call volume or agent availability, making it an agile solution for busy contact centres.
