Intent detection, predictive routing, and sentiment-based escalation — routing that learns from every call.
Go beyond static IVR trees — route callers based on intent, history, and real-time agent load.
Understand why a caller is calling from natural speech, before they reach an agent.
Match callers to the agent most likely to resolve their issue on the first try.
Detect frustration in real time and automatically escalate to a senior agent.
Continuously rebalance queues based on live agent capacity and wait times.
Configure routing logic visually — no scripting or professional services required.
See routing decisions and outcomes as they happen, with full historical reporting.
AI routing listens to the opening moments of the call to classify intent.
The engine scores available agents by skill match, past outcomes, and current load.
The caller connects directly to the best-fit agent, skipping unnecessary transfers.
Outcomes feed back into the model, improving routing accuracy over time.
No, AI routing layers on top of your existing IVR and queues — you can adopt it gradually.
AI routing and AI call transcription are available on the Enterprise plan; see the pricing page for details.
No, routing models are trained per account on your own call data and are never shared across customers.