Use of AI in predictive routing

Publisher

Genesys

URL

https://help.genesys.cloud/articles/use-of-ai-in-predictive-routing/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Genesys states that no data is retained in predictive routing models for more than 90 days. in context
• Genesys states that predictive routing does not use data models that require data such as gender and nationality. in context
• Genesys states that predictive routing does not use personally identifiable information in agent scoring and generates features only from transactional conversation data without PII. in context
• Genesys documentation acknowledges that predictive routing, by learning from the most recent historical conversations, may introduce temporal bias. in context
• Genesys Cloud updates predictive routing scoring features with daily data and retrains the models weekly. in context
• Genesys predictive routing uses white-box models in which each input feature is given a percentage or score representing its importance. in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Use of AI in predictive routing. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-pr-use-of-ai

BibTeX

@misc{warmtransfer-genesys-help-pr-use-of-ai,
  title  = {Use of AI in predictive routing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-pr-use-of-ai},
  note   = {Genesys, accessed 2026-10-02}
}