CE18 - Titles and Canonical Info

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This information is shared by CE18 use cases across all offerings.

Administration Dashboard

Go back to admin dashboard to create and manage platform-specific use cases in the system:

Titles and Taxonomy

Main Title Subtitle Taxonomy Product Category Draft Published Edit

Genesys Chat Routing

Route chat interactions to the best skilled resource

Customer Engagement


No draft

Canonical Information

Platform Challenge and Solution

Platform Challenge: When customers can’t find the answers they need on your website, they want to speak with someone who answer their questions in real time. Online consumers prefer web chat over other channels of communication. Failure to offer a live chat option results in lost sales and lower customer experience scores.

Platform Solution: With just a single click, Genesys Chat Routing provides your digital customers immediate access to live help. And because Genesys Chat uses skills-based routing, chat requests can be intelligently routed to the individual best equipped to help.

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 Routing chats to the best-fit agent ensures the right skills for faster resolution.

Increased Revenue Live chat during the buying process can improve conversion rates and reduce cart abandonment.
Reduced Handle Time Routing chats to the best-fit agent assures the right skills for faster resolution.

High Level Flow

High Level Flow Steps

  1. A customer is looking for information
  2. Customer sends a Chat request
  3. The request is sent to the best available agent
  4. Agent sees full chat session and context in desktop

Data Sheet Image

CE18 - genesys chat routing - header (2).png

Canonical Sales Content


  • Chief Digital Officer
  • Head of Customer Experience
  • Head of Customer Service

Qualifying Questions

  1. How do you handle online requests for sales, service and support?
  2. Can you connect a chat to the right skilled resource anywhere in your business?
  3. Can you prioritize chat interactions with other channels (blending) and measure the KPIs of each?

Pain Points (Business Context)

  • Increasing calls related to online service and support
  • Customer having to call multiple times resulting in repeat contacts
  • Website not offering the right information or providing online service and support
  • Customer having to queue for a long time resulting in missed service levels
  • Unable to connect to the best agent
  • Unable to provide a personalized assisted service experience
  • Too hard to get the right information for the customer
  • Poor customer experience scores

Desired State - How to Fix It

•Enable chat on web site

•Recognize customers

•Understand intent and sentiment

•Deliver personalized response

•Leverage standard response library when needed

•Meet SLA

•Provide agents with complete contextual customer information to improve efficiency

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