Are you looking to improve your operational metrics? Are you interested in exploring how AI can transform traditional routing, simplify queue configuration and improve outcomes?
If so, get in touch about becoming a Beta adopter of our new AI-driven routing solution: Genesys Predictive Routing.
Predictive Routing is a key part of our mission to use AI to provide proactive, personalized, empathetic customer experiences. It combines agent, customer, interaction and outcome data to generate machine learning models for specific business objectives, like decreasing average handle time, and determines the best possible match between waiting interactions and available agents. These models have helped Genesys Engage customers cope with demanding business conditions, in one case saving an estimated $1m per year by reducing call transfers and repeat contacts.
We're looking for organisations to partner in the rollout of this new feature over the coming months, at no cost – and with little or no expected impact on current operations. For more information, contact david.farrell@genesys.com, or feel free to respond on this thread with any questions.
#Roadmap/NewFeatures#Routing(ACD/IVR)------------------------------
David Farrell
Product Management - AI
Genesys - Employees
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