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Personalized Agent Intelligent Routing (PAIR)

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Personalized Agent Intelligent Routing (PAIR) matches each caller with the agent most likely to reach the outcome you care about. Two people can have the same conversation and reach opposite results, so PAIR routes on compatibility, not queue order. It builds behavioral profiles of customers and agents from real calls, based on how they speak rather than what they say. It then scores which agent–customer pairings produce your target outcome, such as collections, sales or first-call resolution, and recommends the agent with the highest predicted chance of success for the next call. PAIR works alongside your existing contact-center routing.

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