AI Intent Routing
Let your customers speak naturally. Let AI do the rest. Intermedia Contact Center's AI Intent Routing enables customers to describe their needs in their own words - no need to press numbers or navigate lengthy menus. The system listens, understands, and instantly routes them to the right destination. AI Intent Routing replaces traditional phone trees with smart, voice-directed intent capture.
How AI Intent Routing Helps
For Callers
- Speak naturally instead of navigating keypad menus
- Faster routing to the right department
- Reach the right team the first time
For Agents
- Receive caller intent and context up front
- Resolve issues faster with less back-and-forth
- Reduced transfers, smoother conversations
For Admins & Partners
- Eliminate the need to build lengthy call menus
- Easily manage and update intents
- Reduce call friction without redesigning your IVR
Key Features
Natural Language Input
Callers are prompted to say what they need, using their own words. No more pressing buttons or guessing menu options.
Configurable Intents
There's no limit on the number of intents you can create within a flow. Each Business Function (BF) supports up to 25 flows, but you can link multiple BFs together to build hundreds of potential intent options if needed.
- Flow is a call path built in the IVR, guiding how calls are handled from start to finish.
- Intent is a specific customer request the system is trained to recognize - like "Billing" or "Technical Support". Each intent includes a label (e.g., "Billing") and a sample phrase (e.g., "I need to update my payment info").
Confidence-Based Fallback Routing
Admins set the minimum confidence level the system must meet to match a caller's input to an intent. If the AI's confidence score falls below that threshold, the call is automatically routed to a general queue or live agent - ensuring callers still get help, even when input is unclear.
Agent Context Sharing
Agents receive the caller's spoken input and matched intent before answering - so they can start with context and resolve issues faster.
What's the ROI?
Avoiding just one misrouted call per agent per day can result in measurable time savings:
