Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
Customer Experience Insights - A podcast by Genesys Influencer Relations
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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.
