Intelligent routing (IR)?

Intelligent Routing (IR), also known as skills-based routing, is an upgraded technology that different contact centers use to route the different queries that they receive in the form of voice, email, or different chat channels to those agents that give them proper guidance or are specialized in that particular field. To transform your contact center digitally, it is a must-have feature for every person.

To enhance the customer experience or enhance the operational efficiency, IR is used. It is essential to route the customers to a specialized or experienced person to give customers a seamless experience and smooth support. It can lead to customer loss if the routing is not done correctly.

The information collected by the customers, issue types, language type, or contact channel, conversation can be routed accordingly. The customers can get personalized details with the help of routing so that the right agent can guide them.

How does intelligent routing work?

Using caller input, current caller data, and historical caller data to determine where and with whom to connect the customers for the best outcome and response.

Caller input: The caller provides relevant information that is needed for proper routing with the help of interaction with an interactive voice response (IVR). Intelligent routing with the information provided starts routing the call based on all the circumstances, like company priority, customer intent, etc.

Current caller data: Through Automatic Number Identification (ANI), IR also identifies the phone number from where the call is made. With Dialed Number Identification Service (DNIS), it also tells the department where the caller should be transferred.

Historical caller data: The IR system gathers information about the caller’s history of contacts, account status, customer support history, purchases, and many more after the identification of the caller.

Intelligent routing systems then match all the data and criteria and connect the customer with a particular or specified department, individual, account status, group, and person relevant to the caller.

Benefits of intelligent routing?

1. Intelligent routing can benefit you with the following:
2. Lower the waiting time.
3. Helps in getting faster results
4. Accelerating employees’ efficiency and collaboration
5. Filtering the number of abandoned calls
6. Cost-saving
7. Easy to access.

Frequently Asked Questions

What is Intelligent Routing? 
A technique that uses data-driven algorithms to direct customers by default to the most suitable destination or a specific department to give them the best output and experience is called intelligent routing.

How does it work? 
IR works by getting known incoming traffic or multiple requests, some pre-defined rules, and AI algorithms. To route the customers based on factors like geographic location, time of day, user behavior, or any other relevant criteria.

What are the benefits of using it? 
It can include improvements in efficiency, personalized and enhanced user experiences, a lower rate of latency, expanded or detailed targeting, better allocation of resources, and a higher rate of conversion for the company.

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Intelligent call routing: How it works and best practices

What is an Intelligent Call Routing System? – NICE

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