BO06 - Titles and Canonical Info

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This information is shared by BO06 use cases across all offerings.

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Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Predictive Routing for Customer Service

Place CX and agent efficiency at the center of your routing decisions using AI to match each customer interaction with the best agent

Business Optimization


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: Today’s contact centers generate large volumes of data and have outgrown legacy skill and queue-based routing for matching customers and agents. It is almost impossible to optimize for metrics such as First Call Resolution (FCR) or Average Handling Time (AHT) because thousands of if-then rules have to be built and managed.

Platform Solution: Genesys Predictive Routing works in real-time, using AI to analyze 100s of data points to discover patterns to match customers to the best agents. With Genesys Predictive Routing, contact centers can improve customer experiences, grow revenue, improve efficiency, and optimize for important KPIs.

Platform Benefits

The following benefits are based on benchmark information captured from Genesys customers and may vary based on industry or lines of business:

Canonical Benefit Explanation
Improved First Contact Resolution AI models can optimize for specific KPIs such as FCR by using outcome prediction to match customers to the agent most likely to resolve their query.
Increased Revenue AI is used to match customers to the best agent to deliver the best customer experience, which increases brand loyalty and reduces churn to grow customer lifetime value.
Reduced Handle Time Matching customers to the best agent to solve their query optimizes contact center resources by reducing average handle time.

High Level Flow

High Level Flow Steps

  1. A customer decides to interact with your Business​
  2. The customer elects to speak with an agent​
  3. The reason for speaking with an agent is identified​
  4. The customer is queued for a highly skilled agent​
  5. Predictive Routing is used to rank the targeted agents​
  6. Unfortunately all agents are working on other customers inquiries​
  7. Target is expanded to include additional agent skills and proficiency levels​
  8. Predictive Routing is used to rank the next best agents and still meet your service levels
  9. An agent becomes available and answers the best matched customer​

Data Sheet Image


Canonical Sales Content


  • Chief Data Officer
  • Head of Business Units
  • Head of Contact Center(s)

Qualifying Questions

1.Can your existing routing strategy predict the best available agent to increase revenue or reduce AHT or improve FCR?

2.Does your existing routing strategy adapt to the changing patterns of interactions using continuous machine learning?

3.Are you looking to innovate your existing routing strategy with predictive analytics and gain competitive advantage?

Pain Points (Business Context)

  • Frustrated customers or repeat interactions – increased number of transfers to identify the right person to resolve the issue
  • Resource inefficiency and high costs – unable to identify the right agent to quickly solve the issue
  • Reduced employee satisfaction – employees don’t feel empowered and managers are unable to identify the right training opportunities

Desired State - How to Fix It

  • Leverage Predictive analytics and machine learning to identify the optimal agent-customer match to improve First Contact Resolution
  • Employ continuous learning by feeding back actual outcomes to update predictive models
  • Managers can gain insights to help identify root causes and employee training opportunities
  • Managers can view reports identifying attributes that influence KPI
  • A/B testing methodologies can be applied to evaluate lift
  • Deep integration with Genesys routing and orchestration

Retrieved from " (2023-05-29 06:46:12)"
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