Demystifying AI: Creating an AI partnership that maximises business results

Contact centres often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction.

Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalised experience. Read Demystifying AI: Creating an AI partnership that maximises business results to learn how predictive routing systematically:

Evaluates historical and real-time data to make predictions;
Makes the best customer-agent match to drive desired outcomes;
Keeps agents engaged and reduces handle times.

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Genesys Cloud

Genesys empowers more than 8,000 organisations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organisations of all sizes so they can provide empathetic, personalised experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organisations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.