Predictive Routing

October 8

Last updated on October 8, 2021

Use predictive routing to increase your "first call resolution" rate, reduce the number of transfers and thus increase customer satisfaction.

The optimal assignment of agents to customers is a crucial factor for the fast handling of concerns and thus for an optimal customer experience.

Modern contact centers have outgrown traditional, manually created skill- and queue-based routing methods for best assigning customers to agents. Manual rules can drive basic routing, but as the contact center grows, complexity increases and large amounts of data are generated from customers and agents. The sheer volume of data can no longer be managed with manually created, static "if/then" rules.

Genesys Predictive Routing (GPR) brings customers and agents together in real time by using AI to continuously analyze more than 100 data points to identify data patterns, build models, and predict outcomes.

GPR models continuously train large caller, interaction and agent datasets and can optimize routing logic to improve key KPIs such as transfer rates. With predictive routing, contact centers can leverage full AI automation to increase revenue, simplify operations, and reduce costs while personalizing the customer experience at scale to increase customer satisfaction, loyalty, and "lifetime value."

graph predictive routing

The above graph shows that the efficiency with AI-based routing
increases significantly with increasing data volume.

The use of GPR should be considered in the following circumstances:

Too many calls in the queue

The average waiting time is too high

The transfer rate is very high

Too many callbacks

The level of service is decreasing

Too many interactions where the request cannot be finalized the first time (so-called first call resolution)

Too many rules to manage to optimize certain KPIs

GPR is fully integrated with the Genesys Cloud Suite and is ideal for mid-sized companies that want to make few upfront investments and configurations. Via a so-called "Try & Buy", the solution can be tested free of charge in advance and a queue assessment (so-called Benefit Assessment) can be performed to determine which queues can benefit from GPR. Thus it can be determined within 2 weeks if and where a significant improvement is possible.

Thomas Müller, Senior Consultant Deliberate GmbH

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