AI Routing

Question 1

What are key KPI’s for AI Routing

Answer 1

Average HandleTime (AHT) / CustomerSatisfaction (CSAT) / First ContactResolution (FCR) / Customer Churn

Question 2

What are Buyer persona’s for AI Routing

Answer 2

Head of Operations

Head of Customer Experience

Question 3

What are Business Challenges for AI Routing

Answer 3

Integrating the analytics with every call to improve the outcome

Improve metrics without agent coaching and training

Needs imediate results

Question 4

What are Key Capabilities for AI Routing

Answer 4

• Predicts the best match between customers and agents
• ACD Agnostic
• The results are almost instant

Question 5

What is Disco Q’s for AI Routing

Answer 5

What are you plans to improve your routing on all channels

How do you use your CRM to improve your interactions with customers

How do you use AI to improve customer experience

Question 6

What are differentiators for AI Routing

Answer 6

Largest consumer behavior database

ROI guarantee

Question 7

Who are competitors for AI Routing

Answer 7

Genesys / Afiniti

Question 8

What is a success story for AI Routing

Answer 8

Humana - Connect members to the right employee- Reduce Operating cost and improved CSAT