AI Intent Routing understands customer intent across voice, SMS, and WhatsApp, and determines the best next step,
whether that’s routing to the right agent, triggering a workflow, or guiding the interaction before an agent
is needed.
Understand Intent and Route Interactions
AI Intent Routing uses natural language understanding (NLU) to analyze what customers say or write and
match it to the right outcome.
Instead of relying on rigid menus or rules, interactions are handled based on customer intent.
Key capabilities include:
- Routing each interaction to the right agent or queue
- Triggering workflows and automation
- Capturing context upfront to reduce handle time
- Minimizing transfers and repeated questions
One Intelligent Routing Layer Across Every Channel
AI Intent Routing works within a single intelligent routing layer that supports:
Every interaction flows through a single system, so routing, automation, and context are handled in one place across
voice and messaging channels. Powered by Flow Studio, organizations can design and manage interaction journeys from
start to finish.
Better Experiences for Customers and Agents
Customers get to the right outcome faster without navigating menus or repeating information.
Agents start every interaction with context, allowing them to focus on resolving issues instead of
gathering basic details.
The result:
- Faster resolution times
- Fewer transfers
- Improved agent productivity
- Lower operational effort
Capture Context Before Agent Handoff
A customer sends an SMS text message asking for help. Instead of routing the interaction immediately, AI
guides the conversation to collect key details first.
For example:
- “Hi, what can we help you with today?”
- “Can you share your order number?”
The customer responds, and that information is captured and passed to the agent.
When the interaction reaches the agent, they already understand the issue and can begin resolving it
immediately.
The impact:
- Faster, more efficient conversations
- Less repetitive questions
- Better customer experiences
Move Beyond Traditional IVR
Flow Studio powers AI Intent Routing, replacing static IVR menus with dynamic, AI-driven workflows
across voice and digital channels.
Design how interactions are handled from start to finish:
- Route based on intent, not inputs
- Automate interactions before agent involvement
- Orchestrate interactions across channels in one place
Real Impact Across Contact Center
AI Intent Routing improves how interactions are handled across voice and messaging, reducing friction
and enabling automation before agents are involved.
How it adds up
For a typical team handling interactions across voice, SMS, and WhatsApp:
What this means for your business:
- Faster resolution and improved customer experience
- Fewer transfers and reduced handling time
- Increased agent productivity across channels
- Lower cost to serve through automation