Organization feature toggle — enabling predictive routing beta

Administration
1

Our leadership team wants to evaluate the ROI of Agent Assist and Predictive Routing.

I’ve read the documentation on how it surfaces knowledge articles, but I don’t see the option to turn it on in our org. Is there an organization feature toggle we need to enable for the predictive routing beta?

2

Before enabling any AI features, you must ensure you have completed a Data Protection Impact Assessment.

Under GDPR regulations, utilizing machine learning models to route or analyze customer interactions constitutes automated profiling. You must verify where Genesys Cloud processes this data and whether it remains within the EU data boundaries before you flip any toggles.

3

While you are waiting for the toggle, you should consider your omnichannel strategy.

Does predictive routing work for web messaging in your environment, or just voice? In our experience, routing chat interactions requires a completely different set of agent skills, and bot flow handoffs can confuse the predictive models if not tagged correctly.

4

Enabling Beta Features

FWIW, you won’t find this toggle in the standard Admin UI.

  1. Open a Ticket: You have to open a Genesys Cloud Care ticket.
  2. Request Beta Access: Specify the exact beta feature (e.g., Predictive Routing).
  3. Provide Org ID: Include your 36-character Organization ID.

YMMV, but it usually takes about 48 hours for the backend team to provision the models for your region.