Intelligent Call/Chat Routing
AI intent detection with skill-based routing increasing first-call resolution from 30-40% to 60-75% and reducing hold times by 70-80% through intelligent matching.
Why This Matters
What It Is
AI intent detection with skill-based routing increasing first-call resolution from 30-40% to 60-75% and reducing hold times by 70-80% through intelligent matching.
Current State vs Future State Comparison
Current State
(Traditional)1. Customer calls support and navigates IVR menu tree (Press 1 for orders, Press 2 for returns...).
- System routes based on menu selection to first available agent.
- Agent may not have skills for customer's issue (transfer required).
- Customer repeats information after transfer.
5. 5-10 minute hold times, 30-40% first-call resolution.
Characteristics
- • Salesforce (CRM)
- • Genesys (Contact Center Platform)
- • Teneo (AI/Chatbot Platform)
- • Tableau (Analytics & Reporting)
Pain Points
- ⚠ Manual Routing: Legacy systems rely on manual assignment, leading to delays and errors.
- ⚠ Data Silos: CRM, ERP, and contact center systems are often disconnected, limiting context.
- ⚠ Skill Mismatch: Agents may lack the right skills for complex or urgent cases.
- ⚠ High Wait Times: Poor routing logic can result in long queues and customer frustration.
- ⚠ Limited AI Integration: Many organizations still use static IVR menus instead of AI-driven intent detection.
- ⚠ Scalability Issues: Manual processes struggle during peak volumes or seasonal spikes.
Future State
(Agentic)- Customer states issue in natural language (voice or chat).
- Intelligent Routing Agent uses NLP to detect true intent (order status, return, technical issue).
- Intent Classification Agent analyzes: issue type, urgency, complexity, customer value.
- Agent routes to optimal agent based on: skills match, current availability, language, customer history.
- Agent pre-populates agent screen with customer context (no information repeat).
Characteristics
- • Real-time customer input (voice transcription, chat text)
- • Agent skills matrix and specializations
- • Agent availability and current workload
- • Customer history and previous interactions
- • Issue complexity scoring models
- • Service level and routing rules
Benefits
- ✓ 60-75% first-call resolution vs 30-40% (20-35 pt improvement)
- ✓ 70-80% reduction in hold times (<2 min vs 5-10 min)
- ✓ Optimal agent matching improves customer satisfaction 15-25 pts
- ✓ No IVR menu tree navigation (natural language intent)
- ✓ Reduced transfers through accurate skills-based routing
- ✓ Agent efficiency improves with right-fit case assignment
Is This Right for You?
This score is based on general applicability (industry fit, implementation complexity, and ROI potential). Use the Preferences button above to set your industry, role, and company profile for personalized matching.
Why this score:
- • Applicable across multiple industries
- • Moderate expected business value
- • Time to value: 3-6 months
- • (Score based on general applicability - set preferences for personalized matching)
You might benefit from Intelligent Call/Chat Routing if:
- You're experiencing: Manual Routing: Legacy systems rely on manual assignment, leading to delays and errors.
- You're experiencing: Data Silos: CRM, ERP, and contact center systems are often disconnected, limiting context.
- You're experiencing: Skill Mismatch: Agents may lack the right skills for complex or urgent cases.
This may not be right for you if:
- Requires human oversight for critical decision points - not fully autonomous
Parent Capability
Customer Service & Support
AI-powered omnichannel customer service with intelligent routing, self-service automation, and sentiment-driven prioritization achieving high self-service resolution.
What to Do Next
Related Functions
Metadata
- Function ID
- function-intelligent-call-chat-routing