Category: Business

Connecting influencers, customers, and partners with candid insights into Customer Experience - one podcast at a time

Host: Scott Nagel - Genesys Global Consultant Program Manager

Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome

July 7, 2021

In this podcast, David Farrell, Director of AI product management at Genesys, explains the value of Predictive Routing and how it utilizes AI to better understand customer intent and agent skillset allowing a more personalized customer experience - leading to improved business outcomes such as average handle time and transfer rate.