In many organizations, call routing remains a major source of friction. Traditional IVR systems rely on rigid menus, approximate choices, and simplistic assumptions about what callers actually need.

As a result:

• Customers select the wrong option or choose randomly
• Calls are transferred multiple times between teams
• Agents spend time redirecting instead of resolving issues
• Handling times increase and customer satisfaction drops

As call volumes grow and reasons for contact become more diverse, rule-based routing quickly reaches its limits. Adding more IVR options only makes the experience worse.

Customers expect something simple: to be understood immediately and connected to the right person, without repetition or wasted time.

Understands intent from the start of the call

The agent analyzes the caller’s first spoken input to identify the real reason for the call, even when the request is vague or combines multiple topics.

Recontextualizes using customer data

Detected intent is enriched with available data from business systems (CRM, CMS, ERP, knowledge base, internal tools): customer type, contract details, recent history, open incidents, and priority level.

Assesses urgency and complexity

The agent determines whether the request requires:

• autonomous handling
• a human agent
• a specialized team

Urgent or sensitive cases are also identified.

Routes to the right person or team

The call is immediately transferred to the appropriate agent or department, along with a structured context summary to avoid repetition for the caller.

Ensures full traceability

Each routing decision is logged in the CRM, enabling accurate monitoring of call flows and performance.