AI is only as good as its data. Data is the backbone for AI to improve experiences, whether that experience is the GPS guiding you to the shortest route, the streaming service you access to binge-watch the latest series, or the automatic call distribution (ACD) connecting customers to your agents. Legacy routing solutions were ripe for disruption, and AI routing is emerging as a leading strategy for businesses to use the power of data to predict the best agent-customer pairing. By perfecting each customer-agent pairing, businesses are creating better experiences for customers with better outcomes for their bottom-line.
What Smarter Customer Connections Mean for Businesses
AI routing solutions gather insights from past interactions, discovering how customers prefer to interact and how agents handle different types of interactions. In doing so, they:
- Deliver immediate value. Making the best customer-agent pairing immediately improves each routed interaction, enabling businesses to achieve value from Day One.For each interaction, AI and ML (machine learning) know the best agent pairing for each customer—instead of pairing the customer randomly with an agent, data drives the pairing. It puts data right at the forefront of connections to drive results without any process changes or behavioral change on the part of agents—no training, coaching or ongoing change management required. That enables businesses to realize immediate results from better connections.
- Translate variability into value. Variability is one of the most powerful—and untapped—characteristics within any organization. Each person brings a one-of-a-kind perspective and life experiences that make them unique in how they problem-solve. Not every agent is the best match to solve a customer’s problem in a way that’s best for them—what works for one person may not work for another.
Enlighten AI Routing brings together all available data to understand the variability in:
- Agents’ natural strengths
- Consumers’ communication styles
- Consumers’ behavioral characteristics
By pairing each customer with the unique agent optimally suited to solve their problem, you can turn variability into direct value for your agents, customers and ultimately the bottom line.
How Enlighten AI Routing Makes It Effortless
Enlighten AI Routing uses the most comprehensive holistic CX data in the industry to transform the ACD with real-time intelligence that prescribes the best agent for every interaction. It combines award-winning analytics, artificial intelligence, natural language processing (NLP), big data and machine learning to constantly update its insights with every single interaction.
Enlighten AI Routing makes smarter customer connections effortless by enabling contact centers to:
- Unite IT and business goals: New technology can be exciting, but contact centers often get caught up in lengthy implementations. Our expert implementation team has installed Enlighten AI routing across all of the major telephony platforms, including Avaya, Genesys, Cisco and combinations of each. We help our customers navigate technical requirements and meet business goals. Our technical partners particularly appreciate two key components of Enlighten AI Routing:
- The solution is entirely in the cloud, so there’s no need to deploy or maintain additional hardware or software.
- Unlike traditional routing solutions, Enlighten AI Routing simply adds on to your existing routing logic. Call delivery stays under your control while each interaction gains personalization through insights driven by Enlighten AI.
- Implement on CXone with zero effort. Enlighten AI Routing requires no customer effort to implement on the CXone customer engagement portfolio—simply share your business needs and current routing rules and NICE will do the rest.
- No project staffing requests
- No complex integrations
- No hardware or software maintenance
Learn more about how Enlighten AI Routing is enabling contact center leaders to focus on the customer with smarter connections and personalized experiences.