Predictive routing
Improve KPIs with AI for smarter customer-agent matching
Improve KPIs with AI for smarter customer-agent matching
Level up customer connections and business outcomes by ensuring that the right agent is handling every interaction. Leverage artificial intelligence (AI) to manage and analyse interaction data, and connect customer needs to the agent best suited to solve the issue.
The amount of data generated by a contact centre makes static “if-then” rules obsolete. AI routing adjusts to new data in real time.
All data is used to drive routing decisions, making testing and configuration easy for queues across voice and digital channels.
Optimise handle time, improve first-contact resolution, reduce customer churn, retain customers and boost sales through data-driven routing.
Modern call centres must handle large call volumes, evolving customer expectations and shifting business demands. With AI, analyse hundreds of data points to find the best Agent for each interaction. Predictive routing removes manual planning and rule maintenance, improving call flow while optimising for key performance metrics.
Identify queue potential, deliver matching logic, automate outcome prediction and discover patterns. Provide AI-powered tools that can be optimised based on the latest interaction data.
Allow non-technical and technical users alike to test and implement routing logic. Optimise decisions for specific KPIs using machine learning AI logic to create the most efficient routes.
Improve average handle time and first-contact resolution (through next contact avoidance, or NCA). Predictive routing learns over time and adapts to real-time trends and demand.
Analyse Agent, customer and interaction data to detect patterns including predicted customer needs, Agent troubleshooting behaviours, knowledge areas and more.
With Genesys predictive routing solutions, you can truly understand customers’ wants and needs, as well as Agents’ strengths and behaviours. Use Agent, customer and interaction data to detect patterns, make decisions and support outcomes by routing every interaction to the right Agent.
Delivering a better customer experience doesn’t just make your customers happier — it makes agents’ jobs easier, and improves your bottom line. Genesys Cloud predictive routing enhances the customer experience at all levels, from the Agent to the customer and throughout the business.
Gain visibility and transparency into how your data is used with Genesys Cloud AI models. Explainability features show which data points have the greatest impact on routing decisions.
Provision, test and deploy new routing models at your own pace. No additional services. No hidden charges. Just always-up-to-date AI.
Quickly see which queues are best for AI optimisation. Compare Predictive routing performance against current methods with an intuitive dashboard.
Let models automatically detect journey patterns and adapt in real time — continuously tuning for better business outcomes.
Manage routing models and queues in one intuitive UI. Configure, test and scale AI workflows across channels without complexity.
Predictive routing works with your existing routing rules. Optimise gradually and migrate at your own pace — your data is AI-ready when you are.
Match customers with the right Agent the first time. Personalise your customer journey to support customer satisfaction.
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Call routing software is a tool call centres use to direct incoming calls to the most appropriate agent or department based on preset criteria. The criteria route optimisation software uses could include the reason for the call, the skills required, Agent availability, or even the caller’s location or value to the business.
Automated intelligent call routing refers to the use of advanced technologies, such as artificial intelligence and machine learning, to route calls in call centres. These route planning software systems can analyse a variety of factors, including call reason, customer history and agent skills, to determine the best agent to handle each call. This leads to improved efficiency, agent performance and customer satisfaction.
Automated routing systems get customers to the agent who can serve them best based on their needs, behaviours and goals.
Customisation allows you to set the rules that determine where an interaction is routed. Depending on the specific requirements of your organisation, you may have different priorities, whether it’s best agent fit, shortest wait time or something else entirely. A custom app means you don’t have to fall neatly into a predetermined bucket to get the most out of your routing engine.
AI reduces the amount of time devoted to manual route planning by doing the hard work for you. Using rules that you decide, the artificial intelligence identifies the optimal agent to direct a call to, making the process smoother for agents, shorter for managers and more satisfying for customers.
