BO06/Canonical

Important

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	Inbound	No draft	GenesysEngage-onpremises	Edit

Canonical Information

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Platform Challenge and Solution

Platform Challenge: Your existing routing strategy doesn’t use machine learning to adapt to the changing patterns of interactions and optimize for business KPIs. You want customers to speak with someone who can fulfill their need quickly and is predicted as the best agent to optimize KPIs. Don’t let your CX score, productivity and outcomes suffer.

Platform Solution: Create a differentiated experience by connecting customers with your best-fit agents. Genesys Predictive Routing provides the finest grain matching between agent and customer to improve business KPIs and appropriately route the interaction on any channel.

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

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Personas

• 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?