Product FAQs

AI Interaction Routing is NiCE’s intelligent routing solution that uses AI to connect customers with the most qualified agents based on intent, interaction history, and real-time context. This ensures faster, more accurate resolutions and a better experience for both customers and agents.

How does AI Interaction Routing work?

AI Interaction Routing leverages advanced analytics and AI-driven decisioning to:

• Detect customer intent from natural language and interaction data
• Analyze historical preferences and previous interaction outcomes
• Match customers to agents with the right skills and knowledge
• Continuously learn and optimize routing decisions to improve efficiency

By pairing customers with the best-fit agent, every interaction becomes more effective and personalized.

What are the benefits of AI-driven routing?

AI Interaction Routing improves service outcomes by:

• Reducing transfer rates and repeat contacts
• Shortening wait times and increasing first-contact resolution (FCR)
• Matching specialized requests with agents trained to handle them
• Enhancing overall customer satisfaction and loyalty

How does this improve customer experience?

Customers receive faster, more relevant support from agents equipped to solve their problems efficiently. This results in fewer frustrations, smoother interactions, and higher confidence in the service provided.

How does this create a NiCE world?

In a NiCE world, every customer is instantly connected to the right agent the first time. AI Interaction Routing combines intelligent data-driven decisions with human expertise to deliver seamless, efficient, and personalized service.

Create a connected world, where AI-driven routing ensures every customer gets the right help at the right moment.

See how it works in action

• Watch the demo
• Speak with an expert
• Explore the full solution
• Learn more about our AI platform
  
  

Products FAQs