Predictive Behavioral Routing

Explaining AI Routing the Fun Way

Client: NICE Nexidia
Services: Full Service

From concept development to filming and post-production, Furnace FPS worked with NICE Nexidia beginning to end to complete a series of videos for their Predictive Behavioral Routing software. This product provides enhanced customer service solutions to contact centers by focusing on communication styles to create the best available connection between agents and customers.

Inspiration for these videos came from the hit series narrated by David Attenborough and Sigourney Weaver, “Planet Earth.” Throughout the videos, we took a playful and humorous approach. We had fun working with a wide range of talent to represent the perfect personalities of agents, customers and employees.

Personality Vignette

Supporting video that highlights the differences in customers’ personalities and the value of working with these unique personalities to provide the best possible customer service. 

Ease of Deployment

A lighthearted supporting video that focused on the ease of using an AI-driven cloud to run PBR.

Business Value

Supporting video to emphasize monetary and business value of the PBR product.