Question: I need a solution that offers AI-powered routing to ensure customers are connected to the right agents, do you know of any?

The first project, Genesys Cloud CX, is a comprehensive AI-powered contact center platform. It helps businesses deliver exceptional customer experiences across multiple touchpoints, with features like omnichannel engagement, workforce engagement management, and end-to-end journey management. The platform uses AI and automation to improve response rates, first-call resolution, and agent productivity, making it a strong choice for businesses aiming to enhance their customer service.

Another noteworthy solution is Forethought, an AI-powered customer support platform designed to automate routine tasks, increase resolution rates, and reduce support costs. It offers tools like Triage, which assesses customer intent and routes tickets to the right agents, and Assist, which helps agents work more efficiently with AI-generated ticket summaries and suggestions. Forethought integrates seamlessly with leading helpdesks and is geared towards industries like e-commerce, SaaS, and FinTech.

For a more versatile approach, Verint offers a customer experience automation platform that uses AI to boost customer engagement and business results. With features like Da Vinci AI, an Engagement Data Hub, and Quality and Compliance tools, Verint's platform is highly adaptable and can be integrated with various existing tools to deliver concrete AI business results. This makes it a solid choice for businesses looking to automate and improve their customer experience while cutting costs.