AI Feature

Intelligent Call Routing — AI That Connects Callers to the Right Agent, Every Time

Machine learning analyses caller intent in real time and routes every call to the best-skilled available agent — automatically. No phone trees, no guesswork, just higher first-call resolution and shorter handle times from day one.

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Feature

Machine learning analyses caller intent — before the conversation begins

Our AI engine processes caller data, speech patterns, and historical interactions within milliseconds of a call arriving. It understands why the customer is calling, how complex their issue is, and which agent is best equipped to resolve it.

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Caller Intent Recognition

Natural language processing analyses caller speech, IVR inputs, and account history to determine the reason for the call. The AI classifies intent — billing query, technical issue, complaint, new enquiry — in under 200 milliseconds.

Benefit: Customers reach the right department instantly without navigating complex phone menus.

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Dynamic Agent Profiling

The system continuously tracks each agent's skills, specialisms, resolution rates, and current workload. When a call arrives, it scores every available agent against the caller's needs and selects the optimal match.

Benefit: Callers are matched with agents who have proven expertise in their specific issue type.

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Continuous Learning

Every call outcome feeds back into the machine learning model. The AI learns which agent-caller pairings produce the best results and continuously refines its routing decisions based on real performance data.

Benefit: Routing accuracy improves automatically over time — no manual rule updates required.

Action

How AI routes calls to the best-skilled agent automatically

From the moment a call arrives, the AI is working behind the scenes to ensure a perfect match:

✓ Instant data capture — Caller ID, account history, previous interactions, and IVR inputs are gathered within milliseconds.
✓ Intent classification — Machine learning categorises the caller's need, urgency level, and complexity in real time.
✓ Agent scoring — Every available agent is ranked by skill match, current workload, recent performance, and predicted resolution probability.
✓ Optimal connection — The call is delivered to the top-scoring agent with full customer context pre-loaded on their screen.
✓ Outcome feedback — Resolution data is captured and fed back into the model to improve future routing decisions.

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Intelligent Matching

Right agent, first time, every time.

Benefit

Higher first-call resolution and shorter handle times

When callers reach agents who genuinely understand their issue from the first second, everything improves. Resolution rates climb because the right expertise is applied immediately. Handle times drop because there are no transfers, no repeating information, no fumbling through unfamiliar processes.

The result is a measurably better customer experience — fewer callbacks, fewer complaints, and higher satisfaction scores — while your operational costs decrease through improved efficiency.

😊 Sentiment Analysis 📝 Automated Call Summaries 🤖 AI Workers

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Better Outcomes

Higher FCR. Shorter calls. Happier customers.