You may have heard of Predictive Routing before, but perhaps you don’t know what it is or how it can help companies with customer service. Today we will try to answer those questions.
Remember when traveling was an adventure full of uncertainty? Map in hand, you had to figure out the right routes, deal with unexpected traffic jams and rely on directions from locals. Today, by contrast, we can reach our destination quickly and safely thanks to GPS.
Now imagine how, in every interaction, your customers set off on a journey through your company without a map, motivated to reach a product or service you offer. They expect the whole trip to be as pleasant and smooth as possible.
39% of consumers who reach out through customer service channels have less patience today than before the pandemic. Forbes.
However, if phone lines are overloaded or your agents don’t have relevant data when they handle them, your customers will have to wait a long time to get a clear answer. That would be very damaging to your business’s reputation, wouldn’t it?
An experienced copilot
Following the same analogy, we can say that Predictive Routing is like a virtual copilot that knows every corner of your company perfectly, guiding each customer along the shortest and most efficient route.
88% of buyers say the experience a company provides matters as much as its products or services. Salesforce.
Why choose Genesys predictive routing?
In the world of customer experience, organizations like yours certainly face increasingly complex challenges. That is why we present a few reasons why this Genesys Cloud technology is worth choosing.
- AI-based routing: When a customer calls your company, the system connects them right away with the ideal available agent, making their experience fast and effective.
- Omnichannel: Whatever channel your users choose to contact you, whether phone, chat, email or social media, this tool keeps all the information so you can give them consistent, high-quality service.
- Configurable business rules: Depending on your organization’s needs, this feature lets you set routing rules without technical complications to offer your customers personalized service.
- Visibility and analytics: This technology lets you view real-time information on service, queue performance, trends and agent performance, so you can make informed decisions and improve efficiency.
- Task automation and orchestration: By integrating this technology into your contact center, you can automate tasks to provide smooth, uninterrupted assistance to your users.
How does it work?
The system works much like a researcher who analyzes every interaction. It looks at details such as the topic of the interaction, its duration, customer satisfaction and agent performance.
Then, with this data, the system builds detailed profiles of each agent, identifying their strengths, weaknesses and areas of expertise.
When a new call or message comes in, the system predicts the user’s intent using advanced algorithms to determine which agent is best suited to handle their case, taking into account factors such as the complexity of the request, the agent’s availability and their track record with similar cases.
What are the benefits of predictive routing?
Informed decision-making: You will have the information you need to build better strategies and strengthen your business.
Higher customer satisfaction: Your customers will be served faster and more effectively.
Agent efficiency: Your employees will do their work faster and with less stress, which will reduce turnover.
Resource optimization: You will save money and get the most out of your team.
