Intelligent Call Routing: In-depth Guide [2020 update]

Organizations are struggling to use artificial intelligence to automate customer service because machines’ capability to deal with natural languages still remain significantly less than humans’. For more info, you can check out our explanation on why language is such a difficult issue for machines. Though agents will not be completely automated soon, intelligent call routing systems can help connect customers to agents that are most suited to solve their problems.

What is intelligent call routing?

A simple definition: Intelligent call routing systems identify the caller and the reason for the call to assign her to right agent. Though we mentioned phone call routing in the definition, intelligent routing can take place regardless of where the customer contacts the company. Routing is also important for email or chat queries. Read more