Modern contact centers have outgrown traditional, manually built skill- and queue-based routing methods for matching customers to agents. Manual rules can drive basic routing, but as contact centers grow, complexity increases as customers and agents generate large amounts of data. The sheer amount of data generated makes it impossible to handle with manually built, static “if-then” rules.
Genesys Cloud Predictive Routing works in real time, using artificial intelligence (AI) to analyze hundreds of data points to match customers to agents most likely to deliver the best customer experiences. By continuously learning from real-time and historical data, it helps optimize important KPIs like average handle time, first-contact resolution (through next contact avoidance (NCA)) and more. NCA is a KPI that tracks whether customers return after an interaction. Models are automatically retrained based on outcomes, reducing the configuration work needed to manage complex queues and improving routing performance.
