Contact centers often pool agents into large groups of generalists to distribute work evenly. Skills-based routing takes this a step further with specialized groups. But neither approach scales properly to identify all opportunities and drive business outcomes on each interaction.
Predictive routing uses artificial intelligence (AI) and machine learning to create balance—meeting targets and giving customers a personalized experience. Read Demystifying AI: Creating an AI partnership that maximizes business results to learn how predictive routing systematically:
- Evaluates historical and real-time data to make predictions;
- Makes the best customer-agent match to drive desired outcomes;
- Keeps agents engaged and reduces handle times.