{"id":390611,"date":"2021-07-25T17:37:50","date_gmt":"2021-07-26T00:37:50","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/genesys-predictive-routing-supercharge-connections-with-ai"},"modified":"2021-07-26T18:00:14","modified_gmt":"2021-07-27T01:00:14","slug":"genesys-predictive-routing-supercharge-connections-with-ai","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/genesys-predictive-routing-supercharge-connections-with-ai","title":{"rendered":"Genesys Predictive Routing: Supercharge Connections with AI"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]It\u2019s said that first impressions matter. This especially rings true within the contact centre.<\/p>\n

A vast amount of time, money and resources are spent building the underlying infrastructure of a contact centre to deliver a great customer experience. But organisations often fall at the last mile in connecting the customer to the right agent.<\/p>\n

In the \u201cState of Customer Service Experience<\/a>\u201d report, the Northridge Group found that during the pandemic, first-contact resolution declined from 53% to 42%, increasing effort for customers and costs for businesses. The report also noted that 60% of customers are asked to repeat the same information. With statistics like this, it\u2019s obvious why customers grow frustrated with contact centres and abandon their calls completely.<\/p>\n

A Groundbreaking Advancement in Contact Centre Routing <\/strong><\/p>\n

Genesys is excited to announce artificial intelligence (AI)-powered Predictive Routing built on the cloud \u2014 a transformative new way to connect your customers to the right agents. Genesys Predictive Routing uses machine learning to work in real time to continuously analyse hundreds of different data points to predict outcomes and match customers to the best agents to resolve calls efficiently and effectively. Genesys Predictive Routing automatically combines customer, agent and interaction data and continuously retrains on the latest dataset to adapt to new data points. It also scales to provide incremental improvements in key customer experience, operational and sales metrics like Net Promoter Score, average handle time (AHT) and transfer rates.<\/p>\n

Implementing AI <\/strong><\/p>\n

It used to be difficult to implement AI; many previous attempts at using AI for call routing used very labor-intensive, non-automated methods with teams of data scientists and professional service resources needed. And this all resulted in only minimal uplift in KPIs. Not only was this approach costly, it also was highly disruptive to your business. You\u2019d often have to rip and replace your entire routing infrastructure to accommodate this first-generation AI solution.<\/p>\n

Historically, organisations approached AI call routing solutions with a lot of skepticism as KPI results were often developed in a \u201cblack box approach,\u201d with vendors leading with a \u201ctrust us your business has improved\u201d mentality. But now, in the era of automation and data-driven decisions, this approach feels unreliable and antiquated.<\/p>\n

Genesys Predictive Routing is a radically new way to implement AI for call routing; it\u2019s a turnkey cloud solution that analyses your queues to determine which are the best candidates for optimisation. Once you\u2019ve chosen the most optimal queues, you can simply click a button to switch on your 30-day free trial \u2014 and wait for the results. And because all your data is AI-ready and you have fully automated AI lifecycle capabilities, the system is constantly adapting to the changes within your contact centre. So there\u2019s no need to wrangle data or have an army of data scientists.<\/p>\n

With Genesys Predictive Routing, you aren\u2019t kept in the dark on how your call routing solution is performing or how it produces your results. You have full transparency and visibility into the results and the process. The solution works alongside your current call routing software, which allows you to maximise your current investment. You\u2019ll see benefits from Day One.<\/p>\n

Contact centres have continued to gather more critical data on agents and customers. And advancements in machine learning enable you to improve your contact centre KPIs. You can monitor and AB-test all of these in real time through our dashboard.<\/p>\n

Here\u2019s a look at some customer results after implementing Genesys Predictive Routing.<\/p>\n