This is like a super-smart traffic controller for your customer messages. Every email, chat, or ticket is instantly read by AI, understood, and sent to the right person or team without humans manually sorting the queue.
Manual or rule-based routing of customer inquiries is slow, error-prone, and doesn’t scale. Smart routing algorithms automatically understand a customer’s issue and send it to the best agent or workflow, improving response times, first-contact resolution, and agent utilization.
Tight integration into the customer support stack (CRM/ticketing), historical routing and performance data to train and tune models, and domain-specific routing logic for a company’s products and queues.
Hybrid
Vector Search
Medium (Integration logic)
Model inference latency and cost at high ticket volumes; maintaining routing accuracy as products, queues, and SLAs change over time.
Early Majority
Focus on AI-driven, semantic understanding of inquiries rather than static rules or keyword filters, enabling more accurate routing across channels and languages with less manual configuration.