Improve automation with AI predictive routing
Ensure every customer interaction is routed to the best available agent, creating better experiences and optimising contact centre KPIs.
Use AI to analyse data and detect patterns. Apply the insights to seamlessly match customers with the right agents, on the right channel, at the right moment.
Exceed key performance metrics with ease. Optimise and automate routing processes using historical and real-time contact centre and customer data.
Gain a deeper understanding of customer intentions with artificial intelligence (AI). Predict the agent most suited to meet their needs and deliver the best experience.
Analyse interaction data in real time to discover patterns. Ensure the best possible outcome by identifying the agent equipped to meet customer demands.
With predictive routing, you can start using AI workflows without difficulty. It’s like having a data scientist in a box. All your data is in one simple UI, making it easy to test and configure queues across voice and digital channels.
Predictive routing works alongside your existing routing rules. It makes recommendations to optimise queues that allow you to gradually migrate over. The data will be AI-ready when you are.
Customers expect quick, convenient experiences. With Genesys predictive routing solutions, you can truly understand their wants and needs, as well as your agents’ strengths and behaviours. Use agent, customer and interaction data to detect patterns, make decisions and support outcomes.
Use this information to route every interaction to the right agent. Then pull all interaction data back into your Genesys platform. Easily map and orchestrate customer journeys using AI-driven data and insights to deliver more personalised experiences at scale across voice and digital channels.
of consumers permanently feel differently about a brand based on a single contact centre communication
Modern call centres must handle large call volumes, evolving customer expectations and shifting business demands in real time. With AI, you can efficiently analyse hundreds of data points to anticipate the best agent for each interaction. Predictive routing removes manual rule maintenance — and empowers administrators to optimise for chosen KPIs.
Your business is unique and your goals are, too. Route interactions based on logic that will achieve your key business and contact centre metrics, including customer lifetime value, average handle time and transfer rate. Go beyond queue- and skills-based routing with predictive routing that learns over time. The right solution will adapt to changing data trends to meet real-time demand and resourcing.
Predictive routing allows you to analyse agent, customer and interaction data. Easily detect patterns that more effectively match customers to agents. This includes predicted customer needs and agent troubleshooting behaviours, knowledge areas and other strengths. Use these insights to increase understanding and empathy, while increasing business performance.
Get a fully automated AI lifecycle with Genesys. Predictive routing lets you identify queue potential, deliver caller- and agent-matching logic, automate outcome prediction, and discover patterns. Give your admins AI-powered tools that can be optimised based on the latest interaction data.
Managing routing rules shouldn’t demand manual analysis or maintenance. Predictive routing makes it easy for non-technical and technical users to test and implement routing logic. Optimise your routing decisions for specific KPIs using machine learning AI logic, without ever needing to build complex models or dive deep into data.
We wanted to match agents who sold better to certain types of customers — and Genesys Predictive Routing allows us to do that in a click of a button while improving a number of KPIs. These are material numbers, particularly in a commercial construct where the length of call equals workload, and workload is linked to how we get remunerated.
— Andrew Hume, CEO, Probe GroupRead the customer storyWatch the video
With predictive routing on the Genesys Cloud CX™ platform, you get a turnkey, AI-ready solution. Easily implement testing on high potential queues and discover which candidates are best for optimisation. Then switch on your 90-day free trial and witness amazing results.