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Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
Manage episode 296943904 series 2834545
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.
42 قسمت
Manage episode 296943904 series 2834545
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.
42 قسمت
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