Imagine calling a customer service line and getting your issue resolved by the very first agent you speak to – quickly, efficiently, and without any transfers. No more repeating yourself or waiting on hold endlessly. This isn’t a far-fetched scenario, but a daily reality for organizations using Genesys Cloud CX Predictive Routing. At Dynava, we’ve embraced this cutting-edge AI solution to match every customer with the best possible agent in real time, revolutionizing the support experience for end customers, agents, and client businesses alike.
What is Predictive Routing?
Predictive routing is an AI-driven technology that intelligently connects each customer's contact to the optimal agent, in real time. It works by analyzing a vast number of data points – from customer history and inquiry context to agent skill sets and past performance – and predicting which agent is most likely to handle the interaction successfully. Unlike traditional routing (which might rely on simple rules like language or queue order), predictive routing continuously learns from both real-time and historical data to improve key contact center metrics. The Predictive routing solution automatically retrains its models based on outcomes, optimizing important KPIs such as average handle time (AHT) and first-contact resolution (FCR). In practice, this means the system gets smarter with every call, email, or chat – ensuring future customers are even more likely to reach the right agent on the first try.
Some key features of Genesys Predictive Routing include:
- Real-Time AI Matching:
As soon as a customer reaches out, the AI ranks available agents by who would best serve that specific customer’s needs. It considers factors like each agent’s expertise, past resolution success, and even current workload. The result is a high-probability “match” between customer and agent, made within milliseconds. - Continuous Learning:
The system isn’t static. It continuously learns from outcomes – for example, whether the issue was resolved and how long it took – and automatically adjusts its algorithms to improve future routing decisions. This adaptive learning means the routing gets better over time without manual reconfiguration. - KPI-Driven Configuration:
Businesses can choose which performance indicator to optimize for each service queue. For instance, one queue might optimize for shortest AHT, while another focuses on boosting first-contact resolution or next-contact-avoidance (meaning customers won’t need to call back). The AI will then prioritize agent assignments that best achieve the selected goal. (Currently, average handle time and next-contact avoidance are commonly optimized KPIs supported by Genesys predictive routing out of the box.) This flexibility ensures the solution aligns with specific Service Level Agreements (SLAs) or business priorities on each queue. - Broad Channel Support:
Genesys predictive routing isn’t limited to phone calls. It can intelligently route voice calls, emails, SMS, web chat, and messaging interactions – any inbound customer inquiry. No matter how the customer reaches out, the AI can step in to ensure they get the most suitable agent. - Seamless Integration and Transparency:
Because it’s part of the Genesys Cloud CX platform, turning on predictive routing is straightforward – no extensive re-coding or “rip-and-replace” is needed. It works alongside existing routing rules, and you can start with a pilot on select queues (using A/B comparison tests) to see the impact before fully deploying. Genesys has also prioritized transparency in this AI. Supervisors can see how the AI is making decisions and monitor its impact via dashboards and reports, building trust through explainable AI outcomes.
In short, predictive routing adds a smart layer on top of your contact center’s routing engine, ensuring that every customer gets the *best-suited agent* for their unique situation, automatically.
Predictive Routing uses AI to match customers with the best-suited agents in real time, enhancing efficiency and satisfaction. It analyzes customer data and agent performance to optimize average handle time (AHT), first-contact resolution (FCR), and next-contact avoidance, continuously learning from outcomes.
Key Features
- Real-Time AI Matching: Assigns customers to agents based on expertise and past success.
- Continuous Learning: Improves routing decisions through adaptive algorithms.
- Multi-Channel Support: Routes voice, email, SMS, and chat interactions seamlessly.
- KPI Optimization: Customizable for performance metrics like AHT and FCR.
Benefits
- Faster Resolutions: Reduces AHT by up to 16%, leading to quicker customer solutions.
- Higher Satisfaction: Smarter matching minimizes transfers and boosts customer experience.
- Agent Empowerment: Agents handle inquiries better aligned to their skills, improving morale.
- Cost Savings: Improved efficiency lowers operational costs and enhances SLA compliance.
Dynava’s pilots with clients showed remarkable results, including AHT reductions of 16%. By leveraging Dynava’s expertise with Genesys AI, our clients have seen significant gains in efficiency, service quality, and satisfaction. AI-powered routing has proven transformative, delivering faster service, happier customers, and empowered agents. Predictive routing is part of the modern customer service, ready to use today, and easy to implement.
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