Utilisation and Adoption Workshop Series

Predictive Routing on Genesys Cloud

Enhancing Customer Service with Predictive Routing

In this workshop, we will explore how Predictive Routing, powered by machine learning, can improve customer service outcomes by intelligently matching each interaction with the best-suited available agent. Using the Genesys Cloud platform, we’ll demonstrate how Predictive Routing enhances personalisation, streamlines operations with AI, optimises resource usage, and ultimately supports business growth. Participants will gain practical insights into setting up and using Predictive Routing, as well as understanding how to measure its impact.

Agenda

• Predictive Routing Overview: How Predictive Routing works.
• Activation: Steps to get started.
• Data Usage: How data drives decisions.
• Performance Reports: Tracking and measuring success.
• Agent Selection: How the best agent is chosen.
• Free Trials: Accessing a free trial.
• Q&A all-throughout