Use artificial intelligence (AI) to personalise and improve experiences to grow lifetime value. Automatically match customers to the right agents, rather than relying on static routing rules.
Turnkey AI breaks down data silos to simplify operations with full automation. It’s easy to configure and implement testing of new queues to boost business results.
Optimise available customer service resources to grow revenue. Reduce costs by lowering average handle time (AHT), and increase your ROI by reducing churn.
Gain greater visibility and transparency into how your data is used with Genesys AI models. Explainability features help business users understand what data points have the greatest impact on routing decisions.
With Genesys, your models will always be up to date. You can provision, test and roll out new routing models at your own pace — and without any additional services or implementation fees.
With turnkey AI and an intuitive dashboard, you can analyse which queues are the best candidates for the highest optimisation potential. Pick your queue and easily test predictive routing performance against your current method.
Detect patterns within your customers’ journeys automatically, and adapt continuously so you’re always optimising for business results.
With predictive routing, you can start using AI workflows without difficulty. It’s like having a data scientist in a box. All your data is in one simple UI, making it easy to test and configure queues across voice and digital channels.
Predictive routing works alongside your existing routing rules. It makes recommendations to optimize queues that allow you to gradually migrate over. The data will be AI-ready when you are.
of consumers say they value a fast response most in a customer service interaction, and 51% most value first-interaction resolution
“State of Customer Experience,” Genesys, 2023
Customers expect quick, convenient experiences. With Genesys predictive routing solutions, you can truly understand their wants and needs, as well as your agents’ strengths and behaviors. Use agent, customer and interaction data to detect patterns, make decisions and support outcomes.
Use this information to route every interaction to the right agent. Then pull all interaction data back into your Genesys platform. Easily map and orchestrate customer journeys using AI-driven data and insights to deliver more personalised experiences at scale across voice and digital channels.
Modern call centres must handle large call volumes, evolving customer support expectations and shifting business demands in real time. With AI, you can efficiently analyse hundreds of data points to anticipate the best agent for each interaction and create optimised routes. Predictive routing removes manual planning and rule maintenance — and empowers administrators to improve call flow while optimising for chosen key performance metrics.
Get a fully automated AI lifecycle with Genesys. Predictive routing lets you identify queue potential, deliver caller- and agent-matching logic, automate outcome prediction, and discover patterns. Give your admins AI-powered tools that can be optimised based on the latest interaction data.
Managing routing rules shouldn’t demand manual analysis or maintenance. Predictive routing makes it easy for non-technical and technical users to test and implement routing logic. Optimise your routing decisions for specific KPIs using machine learning AI logic, without ever needing to build complex models or dive deep into data.
Your business is unique and your goals are, too. Route interactions based on logic that will achieve your key business and contact center metrics, including customer lifetime value, average handle time and transfer rate. Go beyond queue- and skills-based routing with predictive routing that learns over time. The right solution will adapt to changing data trends to meet real-time demand and resourcing.
Predictive routing allows you to analyse agent, customer and interaction data. Easily detect patterns that more effectively match customers to agents. This includes predicted customer needs and agent troubleshooting behaviors, knowledge areas and other strengths. Use these insights to increase understanding and empathy, while increasing business performance.
Your customers deserve great service. Predictive routing matches customers with the right agents or resources — the first time. Personalise your customer journey to support customer satisfaction. Request a demo to see how the Genesys solution to predictive routing in your call center software can maximise the performance of your customer service team and help you achieve your ideal business outcomes.
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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. These criteria 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 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 and customer satisfaction.
Automated routing systems get customers to the agent who can serve them best based on their needs, behaviors 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.
