{"id":576228,"date":"2025-06-10T00:09:59","date_gmt":"2025-06-10T07:09:59","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/visao-geral-do-roteamento-preditivo-do-genesys-cloud"},"modified":"2025-07-04T06:53:20","modified_gmt":"2025-07-04T13:53:20","slug":"genesys-cloud-predictive-routing-product-overview","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/pt-br\/resources\/genesys-cloud-predictive-routing-product-overview","title":{"rendered":"Vis\u00e3o geral do roteamento preditivo do Genesys Cloud"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Roteamento preditivo do Genesys Cloud<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/1d8fd2467027bda2\/original\/GPR-Overview_PT-BR.pdf\" target=\"_blank\" rel=\"\">Obtenha a vis\u00e3o geral<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">O desafio<\/h2>\n<p>Os contact centers modernos deixaram para tr\u00e1s os m\u00e9todos tradicionais de roteamento manual, baseados em habilidades e filas, ao conectar os clientes com os agentes. Embora regras manuais ainda possam ser suficientes para um roteamento b\u00e1sico, \u00e0 medida que os contact centers crescem, a complexidade aumenta com o volume crescente de dados gerados por clientes e agentes. A enorme quantidade de dados gerados torna imposs\u00edvel lidar com regras est\u00e1ticas e manuais do tipo \u201cse\u2013ent\u00e3o\u201d.<\/p>\n<h2 class=\"h3\">A solu\u00e7\u00e3o<\/h2>\n<p>O roteamento preditivo do Genesys Cloud atua em tempo real com o apoio da intelig\u00eancia artificial (IA) para analisar centenas de pontos de dados e conectar clientes aos agentes com maior probabilidade de oferecer a melhor experi\u00eancia. Ao aprender continuamente com dados hist\u00f3ricos e em tempo real, a solu\u00e7\u00e3o ajuda a otimizar KPIs importantes, como tempo m\u00e9dio de atendimento, resolu\u00e7\u00e3o no primeiro contato (por meio da preven\u00e7\u00e3o do pr\u00f3ximo contato \u2013 NCA) entre outros. O NCA \u00e9 um KPI que monitora se os clientes retornam ap\u00f3s uma intera\u00e7\u00e3o. Os modelos s\u00e3o retreinados automaticamente com base nos resultados, o que reduz o trabalho de configura\u00e7\u00e3o necess\u00e1rio para gerenciar filas complexas e melhora o desempenho do roteamento.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/1d8fd2467027bda2\/original\/GPR-Overview_PT-BR.pdf\" target=\"_blank\" rel=\"\">Obtenha a vis\u00e3o geral<\/a><\/div>[vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1  \" ><h3 class=\"mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benef\u00edcios<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Impulsione resultados de neg\u00f3cios ao melhorar KPIs estrat\u00e9gicos<\/li>\n<li>Aumente a satisfa\u00e7\u00e3o do cliente com correspond\u00eancias mais inteligentes baseadas em IA<\/li>\n<li>Gere confian\u00e7a com uma IA transparente e explic\u00e1vel<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Continue explorando<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-2 scrollable-row\"><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/pt-br\/capabilities\/automated-routing\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><\/div><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">Funcionalidades<\/p><h3 class=\"item-title h6\">Roteamento preditivo<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-6 horizontal-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component horizontal text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/pt-br\/resources\/ai-powered-experience-orchestration-playbook\"><div class=\"row align-items-center\"><div class=\"col-12 col-md-5 col-lg-6\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Thumbnail-The-AI-Powered-Orchestration-playbook-820x464-1.png\" height=\"464\" width=\"820\" alt=\"Thumbnail   the ai powered orchestration playbook 820&#215;464\"><\/div><\/div><div class=\"col-12 col-md-7 col-lg-6\"><div class=\"card-body text-col ps-0\"><p class=\"assettag\">Ebook<\/p><h3 class=\"item-title h6\">Manual de Orquestra\u00e7\u00e3o da Experi\u00eancia com IA<\/h3><\/div><div class=\"card-footer text-end ps-0\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Roteamento preditivo do Genesys Cloud [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] O desafio Os contact centers modernos deixaram para tr\u00e1s os m\u00e9todos tradicionais de roteamento manual, baseados em habilidades e filas, ao conectar os clientes com os agentes. Embora regras manuais ainda possam ser suficientes para um roteamento b\u00e1sico, \u00e0 medida que os [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":572118,"template":"","tax_priority":[],"tax_contenttheme":[14921],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[16208],"tax_products_programs":[],"tax_buying_job":[16713],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-576228","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_buying_job-job-4-supplier-selection-pt-br","tax_content_type-product-overview-pt-br"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/576228","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/576228\/revisions"}],"predecessor-version":[{"id":580771,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/resources\/576228\/revisions\/580771"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media\/572118"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=576228"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_priority?post=576228"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme?post=576228"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_bundle?post=576228"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_contenttheme2?post=576228"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_capability_sitewide?post=576228"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_products_programs?post=576228"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buying_job?post=576228"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_buyer_persona?post=576228"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_sector?post=576228"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/tax_segment?post=576228"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}