Expand AI innovation with new features, deliver enhanced business results, and achieve high satisfaction.

Genesis has unveiled an innovative routing engine.

Genesys Predictive Routing, unveiled at the annual customer conference CX18, uses artificial intelligence (AI) and historical performance data to match customer and employee characteristics, thereby predicting which contact center workforce is best suited to achieve business goals.

Through predictive routing, Genesys further strengthens its existing leadership in customer experience. The powerful routing engine helps enterprises achieve desired sales, marketing, and service outcomes, including improved customer satisfaction and employee efficiency, cost reduction, increased revenue and sales, shorter processing times, and enhanced First Contact Resolution (FCR).

The key benefits of predictive routing are being demonstrated by Genesys customers who have already adopted and are using the technology. Rogers Communications, Inc., a leading Canadian communications and media company, saw its customer retention increase by approximately 3% and its average handle time decrease by 7% through Genesys predictive routing.

Kevin Jollipe, Vice President of Corporate Planning at Rogers, said, “Predictive routing is a practical and effective method that uses machine learning to find and connect the agent best suited to the customer’s intent.” “Genesis Solutions has the potential to contribute to providing smart and rapid services that save customers’ valuable time while supporting employee success and generating exceptional business results,” he said.

While queue and skill-based routing rely on static decision tree logic and preset criteria, predictive routing utilizes historical and real-time data in conjunction with AI. Through AI, predictive routing builds models from aggregated customer profiles based on preferred communication channels, product purchase history, past service requests, and recent transaction activity. This is combined with employee profiles—including length of service, knowledge, skills, interaction history, and business outcome data—to predict the optimal match between customers and employees to achieve desired results. The customer and employee data models are continuously updated to improve the experience for all subsequent interactions.

Predictive routing is currently available in Genesys PureEngage and works across all channels, including voice, text, web chat, and social. Genesys plans to add this capability to PureConnect and the cloud later this year by leveraging a common microservices architecture. This effort is part of AI innovation focused on customer experience and centers on Genesys' Blended AI strategy, which combines bots and humans to solve customer problems faster.

“The Genesis routing engine has been the industry standard for years, and this announcement further strengthens these capabilities,” said Merijn te Booij, Chief Marketing Officer of Genesis. “Genesys will support companies in delivering the most predictable experience at every stage of the customer journey, starting from the moment a customer first visits a website,” they stated. “We will provide Kate with rich consultation capabilities and continuously expand our scope by leveraging the recently acquired AltoCloud. By strengthening AI in areas such as journey analytics and workforce management, we will deliver an exceptional customer experience at every moment across every channel.”